Lexus Insurance

Being subject to a crash and not being at fault is a hassle. But the Lexus Insurance team were great. They were great at initial claim and throughout the process. My major criticism is actually with Lexus who because they did not have the parts in Australia cause me to suffer a 3 1/2 month repair wait. By contrast Lexus Insurance were great! Show details ·  1

The claims process is efficient and swift. The Repair group demonstrated commendable performance, completing the repair within the agreed timeframe, and supplied timely and consistent updates regarding the status of the repair. Overall, I received exemplary customer service from Lexus. Show details ·  1

Always excellent in customer service. Explained all the process needed and keep us updated .Lexus insurance look after everything that I need while fixing my car. My case officer also extend effort for arranging courtesy car for me which is Highly appreciated. Case officers are all helpfll and accommodating. Highly recommended. Show details ·  1

I recently had to submit an insurance claim after a heavy vehicle in front of me lost the tread off one of its tyres, which I was unable to avoid. My vehicle suffered damage to the front of the car, which required repair. My experience with Lexus Insurance from that point on was first class. From my first contact with them, every staff member that… Read more ·  1

I dealt with was very friendly, efficient and professional. I was kept informed of details of the repair, impact on my policy, and hire car options. The repair itself was exceptional. It has been a very long time since I have experienced customer service at this level. Highly recommended.

Upon a devastating accident, it was so good to have a smooth claim on the insurance and to be assured that the entire claim and repair process would be dealt with professionally. Show details ·  1

My claim took forever to resolve. The assessor went on holiday and did not handover. When I questioned this it seemed like a normal work culture. This company has no understanding of the basics of customer service. Claim managers to not follow up on queries in spite of commitments to do so. Each time you call you have to spend ages on the phone… Read more

explaining to someone who is not familiar with your claim and you are given the run around. The assessment of the claims takes forever. Frontline staff cannot escalate any issues-seems like a very poor work culture.

I was very upset that Lexus charged me two actions when i hit a garage door moving forward and within seconds i had to reverse and did so hitting a parked truck this cost me the excess $2500.00 twice total $4500.00 and they claimed it was two actions, when the car was never turned off nor did I get out of the car this all happened in seconds. My car was in for repairs for 2 and 1/2 months. I have been with Lexus insurance for years. Show details

Lexus provided the worst service experience I have ever received! Show details

Fantastic Service all round. The insurance claim process was easy, the people on the phone were respectful and clear, the assessor was thoughtful in studying what needed to be done for retrospective claims and the job done by Spencer Panels in South Melbourne was exceptional. Show details ·  1

I found Lexus was outstanding in repairing my car and returning it to me in a timely manner and it original condition. The whole process was trouble free and proceeded seamlessly. Excellent effort Lexus. Show details ·  1

I accidentally drove into the garage door. At first, the customer service representative told me that if I could provide certain documents, I would be eligible for compensation. However, there was no response for a long time, and I had to follow up with your team myself. Each representative gave me different information, and in the end, the claim was approved for the car but not for the damaged garage door. Show details

Lexus Insurance provided fantastic service right from the claims lodgement. They were easily accessible, provided the right information in a timely manner. I wouldn't hesitate to recommend Lexus Insurance. However, experience wasn't the same with the Lexus service centre at Chatswood till the vehicle went in for repair. It took a long time for… Read more ·  1

them to source the required parts, there hasn't been any timely communication regarding the progress of the claim. Service provided after my car went in for repair was good.

Ive been with Lexus Insurance for 10 years. Always an excellent service, and much more efficient than the rest. Show details ·  1

My recent experience hasn’t been good with Lexus Insurance. When booking the rental car, I was informed that it operates on a "pay-per-kilometer" basis, which I found surprising. This was new. None of the people I know have ever paid such usage fees with any other insurance companies. Offered rental car was Toyota Yaris for my 120k car. While… Read more

the person I spoke with on the phone did arrange for the repairer to drop me off at the rental car pickup point, it was surprise for the repairer as they do not offer such service and I had to manage my own transportation.

I'm quite disappointed with the overall experience. This contrasts sharply with the excellent service I've received from Lexus.

From start to finish Lexus Insurance was perfect in all aspects, I was treated like a VIP. I am a very happy customer indeed. Thank you Lexus Insurance! Show details ·  1

Comfortable experience making claim, efficient service, repair done quickly and well and hire car was to my satisfaction. Overall a good experience. Show details ·  1

Never ever go with Lexus insurance. This company will spoil the reputation of Lexus brand. Waited so long for complete the repair and when I got the car repaired part is in different colour. 130k valued RX gave it for repair and got 30k value Mazda6 as loan car. Show details

Great customer service- no long waiting times on phone ever! Easy to claim Show details ·  1

Clear policy guidelines and very good interactions during claims. I've had two claims and both were seamlessly and painlessly dealt with. Show details ·  1

The roadside assistance and insurance claim services from Lexus are simply perfect and beyond expectations. Show details ·  1

Happy customer – I’ve been with the insurance for 2 years and have had 2 claims. The have always been very helpful and efficient Show details ·  1

Disappointed longstanding customer – Took weeks for assessor to finalise report, while I just got different stories every time I called. Two policies with Lexus Insurance that I won’t be renewing. I’ve only dealt with their customer facing people once before and I remember it was a smooth experience, but this time it was a struggle at every turn. Show details

Great service and claims team - 100% recommend to Lexus owners – Overall a very good insurance product with a great claims and customer service team. They were very engaged from beginning to end and my turnaround time was very fast (from the date I lodged the claim to when I got my vehicle back from repairs) compared to other insurers. Everything was arranged for me and they had a local approved repairer ready… Read more ·  1

to go and handled the bookings/scheduling with great efficiency. If you have a Lexus vehicle, I would 100% recommend getting their in-house insurance product - not only was it easier and convenient, Lexus were offering my cheaper insurance than all other insurance companies at the time. The only thing I would suggest is that they invest in their online/app products to make lodging a claim easier.

Happy but could be better – Would prefer a longer time for the use of a hire car be included in the policy. Other than that the staff did what they could to help me by extending the hire car time from 14 days to another 14 days. which did not give the repairer time enough to complete the repairs. Show details ·  1

Never get insurance with Lexus – Lexus never responded to requests for information from GIO which prompted them to start legal proceedings. According to the driver insured all information was to come from their lawyer not them which again never happened. After GIO paid Lexus they then had to follow up to have the legal proceedings cancelled two weeks later as their lawyer sat on his butt and did nothing. Show details

good enough – very patient and profession, can sort everything out quickly. very helpful Show details ·  1

Excellent customer service experience – Excellent customer service experience. I would always recommend Lexus Insurance Show details ·  1