Qantas Car Insurance

My car battery was flat as I had not used me car. Qantas sent a third party. The guy came looked at the battery saying the car battery is dead needs to be replaced 450$ for a new battery plus 50$ if it has to be right now. Total 500$. I just got my serviced my battery is at 80%. Clearly the guy wanted me to blow money on him. Qantas insurance you… Read more

have failed miserably. I have proof. I will be moving all the rest of my insurances home and others to someone else. Fur all you know this third party must be paying you back some money for replying their services. I'm free to think that. Not an accusation but, freedom of thought. This bring me to the question, do I need qantas insurance ?

I run a company that helps people deal with insurance claims. From my experience handling hundreds of claims across most major insurers in Australia, I would personally avoid any policy insured by Auto and General, who are the insurers behind this product. This is the insurer I would least want to be with if I found myself needing to make a claim.… Read more

These policies come with a lot of conditions and fine print. Rules around things like security requirements, changes to your car or home, using your vehicle for food or delivery driving, and your driving history are very strict. At claim time, Auto and General routinely use these to cancel policies and decline claims. If you have not followed their strict disclosure requirements and policy terms exactly, your claim can be reduced or declined.

In my view, any money saved on the premium is not worth the risk when you actually need to make a claim. Even though this policy is branded as a Qantas product, it is not insured by Qantas. It is insured by Auto and General, the same insurers behind brands such as Budget Direct, and should be judged on that basis. The naming of the product is what they call white labelling.

I have a claim not at fault and I didn’t have the third party address, they wanted to charge me the excess even though I have given them the car rego, third party full name, license number and phone number. They said as I did not provide them the address I didn’t give their minimum requirement despite in their PDS page 8-9 stated that they will… Read more

get the address. They put us in the complaint department but the complaint manager also not helpful. Never again using Qantas Insurance with their bad attitude !!!

Very Disappointing Claims Experience – QF Insurance & NWG My car was damaged by hail on 24 November 2025. I called QF Insurance and spoke with a lady named Jenika, who helped me lodge the claim. I was told someone from their end would contact me… Read more

within 24–48 hours.

No one called.

After 48 hours, I had to follow up myself and was then told that NWG would assess my car. I was finally given their contact number and a claim number. I contacted NWG; the first lady I spoke with was nice but could not give me much information.

The next day, I called again and was told my car would be collected on 27 November, and that I would receive a call 30 minutes to one hour prior to pickup. This did not happen. The towing truck simply arrived without any prior call, despite what I was promised.

On 28 November, I contacted QF Insurance again to find out where my car was, how long it would be in their possession, and what the repair timeframe was. Once again, no one seemed to have a clue.

I called again on 29 November and was told repairs may take two weeks. I later spoke with someone from the South Africa call centre and raised my concern because I was only provided 14 days of car hire. Thankfully, I later spoke to a very helpful lady from the Australian call centre (I unfortunately can’t remember her name) who took the initiative to speak with her team leader and arranged 21 days of car hire instead.

On 23 December 2025, I called NWG for the third time. The man who answered my call had me on speakerphone, with people talking loudly in the background, and admitted he had no idea where my car was.

He then transferred me to Kanita from NWG, who was genuinely kind, apologetic, and professional. Her customer service skills were excellent, and she promised to personally find out where my car was.

I have since logged a formal complaint, but instead of addressing my concerns, the responses have focused only on policy wording — “according to the policy…” — with no real accountability or care for the customer experience.

Just because a company is big and carries the Qantas name does not mean it provides great service. This entire claims process has been stressful, disorganised, and extremely disappointing.

It's noted that individuals who have negative experiences are more likely to leave reviews, but I'd like to share my POSITIVE experience with Qantas Insurance. Having moved interstate, I made the decision to switch from RACV to QI last year to earn a few cheeky Qantas points on my comprehensive insurance. Unfortunately, my car was declared a… Read more

total write-off to Tropical Cyclone Alfred (a European car being a European car, it decided to not fully close its tailgate, allowing a good volume of the cyclone rain to enter the back - ironically an electrics failure killed the electrics of the car in its entirety).

When I contacted their team, they were quick to towing and assessment of my vehicle. The initial estimate for the assessment was two weeks. I was pleasantly surprised when they completed it and processed my payout (market value - any outstanding payments of the policy, pretty standard practice) in less than a week (the gentleman on the phone - Seth(?) mentioned that QI had set up a special team to deal with TC Alfred claims).

The lady who rang about the payout also thoughtfully inquired about any personal belongings I might have left in the car, such as my eTag and a doggy blanket, and are actively working to arrange for their return through the write-off auction service.

Having not needed to use insurance in over a decade, I found this experience to be quite good. Overall, happy with, and appreciative of the support I received during this process.

For anyone considering Qantas Insurance to earn some points, I recommend it, if you’re happy paying middle-bracket rates. For those about to submit a claim and researching how QI operates, don't worry—you should be in good hands.

Great experience – It's a first time I claim car insurance. From claim process to car repair, everything was smooth and quick. They took the details professionally and was very responsive. It's really wonderful experience, my car looks new now. Show details

Got paid out – I was a victim of aggravated burglary and my car was stolen. I made a police report, then waited 2 days in case the car was found. Unfortunately I had to make a claim. There were problem more than 10 phone calls going back and forth between their outsourced call centre in South Africa. Ultimately, they paid me out for the vehicle, I was paid… Read more

"market value" for my car which was actually higher than the actual market value, so it kind of covered my excess fee and premium. Yes, it was time consuming but in the end I couldn't ask for more from an insurance company.

Only downside is when I tried to buy insurance for my "new" car they refused.

Underwritten by A&G. We had a car in for repair, and the repair shop burned down in a fire. Our car was a total loss. It has been over 6 months without a resolution. Furthermore they are now bringing up random points from the policy (which is apprently not public information) that give them additional rights. Furthermore, the staff are… Read more

incredibly rude and unhelpful. Would NEVER use them ever again (not any service that is linked with A&G insurance).

Buyer beware if you don’t want to pay extra for supervising your kids on their ‘L’’s try one of the competitors like Allianz or RACV which include supervision of an ‘L’ plate driver- Qantas increase the price for this. Show details

We needed roadside assistance when keys were accidentally locked in the car. We were advised nothing could be done by the locksmith organised by roadside assist and told we should break a window. We were left to sort out a fix. After the 2 day stuff around a local helpful kid on a bike popped the door in 5 mins and we could get the keys. Unsure… Read more

why I am paying for roadside as they failed us in our time of need. Don't worry, the kid was happy with the extra cash and saved me the insurance claim on a broken window. Not happy.

They sent a random email saying they were unable to renew my insurance without giving a reason other than general statements on what their risk policy was. Its a nice car on a novated lease parked in a garage and I have had no claims or demerit points this year. Tried to call them. On hold for 20 mins to voice recorndings then had a person who… Read more

didn't have an answer. The phone cut out and I have not been able to get through. Just headache after headache. Very unprofessional.

I have a claim with them at the moment. I have lodged complaint because I want a cash settlement. they closed the complaint without even speaking to me there reason was because they didnt have a quote from there repairer yet so they could not resolve it. I asked them to reopen the complaint they said because it was over 30 days they couldnt so… Read more

lodged a new complaint and have to wait over 30 days again. asked to speak with a manager was told not available. I asked them 3 times now for a copy of the quote that they now have and it never comes through. I asked them how they lodge breaches as they are required to give the documents to me within 10 days of asking. they had no answer other than the assessor is the only one with authority to send me the documents. so all they could do is ask via email again. the service is terrible I do not know how auto and general who underwrite Qantas car insurance have an AFSL with the terrible process and systems not even code compliant and do not seem to care.

What a scam. My daughter’s car suffered significant damage from road condition in a regional area. Because she lives in a regional town (30,000 population) with no preferred repairer, she has now been without a car for almost eight weeks as Qantas Insurance are doing nothing. She has two young children in Kindy and is heavily pregnant, with no… Read more

transport. Qantas Insurance don’t give a d#mn, but of course they took her excess on the day of the accident, then, despite many calls…NOTHING. Shame on you Qantas. Offshore call centre do not understand her predicament and there is no commitment from the insurer. You’d be brave indeed to insure anything with these reprobates. The words ‘thieves and rogues’ comes to the fore. Come on Qantas, do the right thing, and honour your contract.

Qantas couldn’t run a bath if they tried got a good quote for car insurance I was all excited to make payment so I called them up. I went through all the prompts push 1, for this 2 for that 4 for that etc. Finally got to a call centre sounded like South Africa informed I was at the sales team. They then transferred me, this time I got the Qantas… Read more

claims desk. Seriously I couldn’t give my money away if I threw it at Qantas. In the end I gave up. What a joke Qantas is they want your business but send you around the block 4 times.

Just had the unpleasant experience of making enquiries with a CS agent who was so smarmy and condescending because he knew the answers and I didn't. He contacted me via a callback and didn't even introduce himself or his purpose for calling; like I was supposed to guess!! Unbelievably unprofessional. No, I will not get my insurance from QANTAS… Read more

now, and reading the other reviews on here about your quality of provision reassures me I am doing the right thing.

We have seen reported that the Qantas business model with respect to managing customer flight credits has been to make the process as difficult as possible in order to wear down the customer in the hopes they just give up. The Qantas car insurance "customer service" model is absolutely following this model. 2.5 hours on hold yesterday just to talk… Read more

to a person to ask some questions about a claim, phone disconnected twice while on hold putting us back to the end of the queue. We know about the Qantas approach and so we dug in and got there in the end (by that I mean just talking to a person), but I would strongly recommend against anyone considering using Qantas for insurance (or flying for that matter). Once a solid and trusted brand, now trash.

Won't renew my insurance because I dared to make a claim. After 40+ years of driving, for some reason I had a bad run with my new Volvo EV. I had 3 windscreen claims in 12 months. Zero for 40 years and 3 in a year. Of course Qantas now decides I'm too risky to insure. Really?? Poor form Qantas. Yes, I'm cancelling my other insurances that I have… Read more

with you. Yes I'm telling everyone I come in contact with not to insure through you. It will cost you a lot more for being unfair towards me.

Terrible service, took them half an hour to locate my location, passed me on from one person to another. I was stuck on the highway and took them hours to get there. Cancelling my membership after today. Show details

Over 40s driver, $25000.00 vehicle (approx), car driven less than 10,000kms a year, premium cost $1997.00 per year. Contacted customer service to discuss an online amendment and increase to my premium after removing my wife as a driver (now sole driver of the vehicle), wife has an overseas licence, Qantas notified at time of premium being taken… Read more

out (2yrs experience driving), assess reason for excessive premium. When my wife was removed, my premium increased by $1 per month, Customer Service attempted a number of reasons to clarify why the premium would increase vs decrease, none of which seemed reasonable. Needless to say insurance was cancelled, signed up with NRMA, $1225 per year, I would not recommend this insurance.

Signed up for insurance. Started out at $700 for comprehensive. 3 years later with no reasoning it has gone up incrementally to nearly $1000. I put a quote through online on the Qantas site and if I cancel my insurance and sign back up I get a policy for $700. Basically being hit with a price increase for being a repeat customer. Absolutely terrible. Don't fall for the Lazy tax. Way to promote a product Qantas. Show details

Really really really bad customer service. Unfortunately I had to amend a policy and the lady I spoke with talked over me, was rude and kept saying "just say yes or no" and I asked to speak with a colleague of hers due to me finding it difficult to understand her and that I found her manner abrasive and she cut me off and hung up on me. I have… Read more

changed my insurances to YOUI and I have to say the service with them is so much better with the premiums being cheaper too!

Don’t bother with Qantas Car Insurance. Trying to make a claim is too difficult, the consultants are rude. If you want good service, better to go with the likes of NRMA, GIO or one of the established insurers. I will not be renewing my policy with Qantas Show details

I had a terrible experience with Qantas Roadside Assistance. They replaced my car battery with one that turned out to be faulty, it wouldn’t start without a jump from day one. I explained it looked like a battery issue and requested another technician to check it, but they refused and only offered to tow my car to my service centre. Because my… Read more

mechanic was outside their 20km coverage radius, I had to pay the excess towing charges myself of $275.00. Then, after wasting my entire day waiting, the tow truck arrived too late, the mechanic would have already closed by the time they arrived. So, another tow was arranged for the following day.

To make matters worse, my mechanic confirmed the issue was exactly what I suspected: the battery Qantas installed was a dud.

Not only was I left out of pocket, but the entire situation was frustrating, avoidable, and poorly handled. Definitely not the level of service I expected or paid for.

False and misleading terms of the contract. Please beware when signing up with this insurer. Towing is one of the features advertised as included in the comprehensive car insurance policy. False advertising. Upon making a claim, Qantas insurer advised that they would tow my car to my home from the place of accident however it is my responsibility to tow it to the repairer. Unacceptable. You should be ashamed of yourself Qantas. Show details

Worst car insurance you will ever deal with – Absolutely appalled by the incompetence and delays I’ve faced with. After a car accident in May 2024, it took them over three months to repair my car due to lost paperwork, forgotten claims, and their focus on chasing cheaper quotes rather than ensuring proper repairs. Fast forward six months, and I discover the repairs they authorized were… Read more

incomplete, leaving my car with a bent tie rod and rack that makes it unsafe to drive. This not only cost me a failed sale but also left me out of pocket by thousands of dollars for new tyres and other expenses.

Their customer service is appalling. It took them over six weeks to respond to my formal complaint, and when they finally did, they expected me to organize repairs myself! Multiple phone calls went nowhere, with representatives unaware of the case history and offering pathetic compensation of $1,500, which doesn’t even come close to covering the financial and emotional toll this has caused.

It’s been over seven months, and my car is still unsafe, unsellable, and unresolved. This company’s negligence and lack of accountability have been shocking. Avoid them at all costs if you value your time, safety, and peace of mind.

car insurane – Worst car insurance ever! if you looking for extra stress or headache then they are very good at that. if you make a claim then good luck with that, worst customer service you ever come across. just do yourself a favour and don't ever think of getting car insurance from them. no, non, never, your life will be much better off! Show details

Super slow assessment by Qantas Car Insurance - costing us hire car fees – We have always found QCI to be very helpful, but in this recent event I am very disappointed because they Accident Hire Car is only supplied for 14 days, but after 14 days we still have no idea of the assessment outcome on the car. It seems a bit ridiculous that it has taken this long for us to know what they intend to do with our car but they are happy to cancel the hire car on us. Show details