Financial Peace of mind
I've been a Rest member for about 20yrs, just over a year ago I needed to make a claim for IP, I sent in all of the relevant paper work and 8 weeks later I started to receive my monthly payments, this included being back paid from the date of my injury (which the lump sum helped so much). Back in May this year, I made a claim for my TPD, 4 months later, my standard TPD claim was approved and released, however I am still waiting on my Premium TPD to be approved, I do believe it is a little odd, considering the standard TPD was approved nearly 3 ...months ago. I contacted Rest and AIA in regards to this a few days ago and was advised that I will have an answer within a week, which is fine, however I am curious to know why they aren't processed together, considering it's the same requirements needed. Over the past year, whenever I've needed to talk to someone about my claim, I have found it unusual that the person on the other end always needs to ask their supervisor the answer to my question, it comes across that the only training that they have had, is how to ask how to verify my identity. From a customers point of view, it does become frustrating. But I would like to mention, each and every time I have called, the person on the other end has always been polite, empathetic and have always done their best to get the answers to my questions. The negative about the claims process, is the lack of updates to the claim, it would be great to receive a letter or email even just to update you that your claim has gone to the next process. But overall, even know it is a lengthy process and wait with making a claim, my overall experience with Rest and AIA, has been ok, I have read many reviews with people being angry, upset and unsatisfied with the service received from Rest, however I found the process of my claims straight forward, I understand that there are lengthy procedures and processes the claims need to go through for approval, but I am glad I took out extra cover with my IP and TPD through Rest as it has taken so much financial pressure away and given me peace of mind that I am able to continue to provide for my family after I can no longer work after my injury.
False Advertising in regard to Medical Illness support
Once you pass through the REST shopfront and hit their Insurance company, their is no respect or understanding, ( nothing as stated by REST ) They are driven to with hold every dollar they can, bombard you with new rules and paperwork, hold up payments for no justified reason, most frustrating and soul destroying, this involves a Mental Illness case, however what you get is Mental Torture
A constant battle, zero for satisfaction, have been with REST for several years and can understand and agree
with the comments posted, customer service ?
Terrible customer service and professionalism. I have tried getting an update daily for a month on my claim and no reply
10 years I have been a member paying my insurances each week to ensure as a single parent my children were never affected should something happen to me or stop me being able to work and provide for them. It has in the last 14 months and cannot work due to condition and they cant even reply with a informed update all I get is the computerised ones.
Appalling customer service
My previous employer doesn't give a choice of funds so I thought I could just roll the once off contribution into my every day super fund.
49% of the $190.59 contribution was taken within 3 days of hitting Rest's account for 'insurance and fees'. After months of back and forth emailing or not hearing anything and having to follow it up again, I thought it was finally over when they offered to refund the insurance fee.. that was until I realised they had refunded my insurance less 16% of it.
I guess if you exhaust everyone's patience they will give up and let you keep their money. What a saga! Avoid having any money with Rest if you actually want funds left to retire with.
Customer service very appalling worst customer service I've experience..
Needing information about my employer contribution, so fast to say I'll put it all in a email ,so fast to make me get off the phone.. haven't received a email information needed, rang back , person I was speaking to was so quick to finish of my sentence, the information needed i was told calculate it all myself , This customer service is a joke I'll be looking else where to invest my money for sure if these people don't have the time to give you the info I needed and don't have the time help .. this is your job do it properly .. plain rude
After being diagnosed with stage 4 melanoma lung cancer and unable to work I thought I would at least be entitled to claim my meagre super fund. Maybe not? It's been 6 months now and I'm still being given the run around. I've provided every piece of documentation they have requested yet still get told they are processing it. I was even given a case manager who said it was straight forward but still no progress. Maybe they are hoping I'll pass away before i claim what is rightfully mine!
Please don't do it
I have been with Rest super for almost 15 years.. Never really had much of a reason to contact them.. But that all changed with the other idiot super company i was with.. North Super decided that I should rollover my Rest super to their account.. They sent the appropiate paperwork to me - which I declined and said no way - Rest super was to stay as this is set up for my life insurances etc.
The following day I received a text message from Rest super saying they were sorry to see me leave - and that my rollover was complete.
I then contacted Nor...
"Eroded by fees"
Tried to log into my super account only to find it had been closed due to no funds because Rest had taken all the money out as fees ...
How can they charge 'fees' that completely eradicate my account and expect that to be fair. Their website claims that they are one of the lowest fee funds however they have no interest in retaining members, only taking your money as 'fees' for themselves
Don't be in a hurry to get YOUR money
I have given one star just to allow me to do a review. I have tried for over a month to clear my Super from REST. After filling out signing and sending the appropriate forms it has taken three phone calls to at least be acknowledged that my money will be put into my bank account tomorrow. (We will see) This has just been the worst process I have gone through with any Company ever and I am in my 60's. For anyone interested in using REST all I can say is DON'T. I have been with this Super a long time and now at pension age I am glad to be leaving them
show me the money !!!!,sorry why wont you take my money
Amazing, one week on the phone and no one will take my super transfer from another fund ,BECAUSE i have to do it on the computer , i would like meet someone or go to an office ,i like FACE 2 FACE when dealing with 45 years of super money, the old way you know , i want to be happy with the representative before i sign ,i`m not going to swipe right or left and the call centres are so so frustrating they go ,round and round in circles they seem to have been educated in a way to make it difficult so appointments can not be made by a prospective customer or customers, its all on the web site ,click blindly and hope it goes well
Would avoid them and go to a better super
The customer service was the worst i have ever dealt with, their online team have no clue what is going on, and there terms change depending on who is servicing you. fees a bit high and interest gain is not that good. avoid them and find a better super
Was with Rest for quite some time, was happy to begin with but noticed my balance was never going up, was only going down even with contributions from my employer being deposited. Rest had been deducting a ton of fees out of my balance leaving me with anything barely remaining. Really would not recommend Rest, I called them to discuss this and they said the fees are the fees and nothing can be done. I then transferred my balance out to another Super company - so far so good with the new company.
Gave another person access to my account
They gave someone with the same name as me access to my account and changed my details to theres. Took hours to rectify your mistake. You would think there would be better security. But this is a complete breach of data
Shockingly Poor Service
I have been with Rest for many years. This year I moved from Rest Super to Rest Pension. The amount of times I had to wait over an hour to speak to a staff member was ridiculous. Every time I spoke to a staff member I received different answers. As a result of the change to Pension my membership number changed and I could not access my old account number for information on fees, tax etc. I asked for this information but was told this was not available. I was at my wits end and extremely angry with Rest. I have now gone to the Financial Ombudsman to try and resolve this. I would NOT RECOMMEND Rest based on the pathetically poor customer service I received.
Perhaps severely understaffed and taught to lie??
I've been waiting for 6 months for Income protection, which I've had to constantly follow up to be told each step they need a new form, Delay delay delay. And just when I think I've provided everything they come up with another obscure one that isn't even in the timeframe of my illness?? I've been told they haven't received emails, yet in the next call, they have admitted they have that paperwork which they said they didn't receive? I've never had this sort of misrepresenting and misleading experience from any business in my whole lifetime.
And I can't imagine the decline of mental health of anybody going through this crappy process, and then the claim isn't approved ...shame on you guys.
Good Investment Returns, Appalling Service and Customer Disinterest.
I joined REST when I joined Myer in 2005. In recent years I have had a number of medical issues after pedestrian accident in 2006, Initially I was able to return to work, however in recent years I have worsened and been unable to work. I made several attempts to Return to Work, however, ultimately I I had to leave in 2018. I lodged an income protection claim. The covered amount was $2500 per month. I claimed, and REST calculated the benefit at $1193 per month. There is a clause in the policy where they can average income. As I was attempting to...return to work, the hours and income were reduced in the twelve months. These events have led to financial pressure as I was then unable to meet my financial commitments. Early this year, I enquired about access under Financial Hardship to my Superannuation account.I sent email on 7 February 2019 and received automated acknowledgement. I heard nothing so followed up with another email in March. I sent further emails and made a couple of calls. .On 10 April, they informed me that they had never received the emails. I was sent a FACT Sheet on 11 April informing me that REST did not allow early release. It took three months to get an answer. Had REST responded immediately, I could have looked at other options. as I was in mortgage arrears I was under stress. This compounded it enormously. The disrespect shown and lack of service impacted my Enjoyment and right to peace of Mind. I complained to REST and received a complaint response in October. REST did not apologise. I sought compensation which REST has refused to consider.i have referred the matter as Code of Conduct breach to the Australian Institute Of Superannuation Trustees. The matter was also referred to the Australian Financial Complaints Authority (A.F.C.A.). Rest would not even show remorse and the Complaint Response was unsigned, apart from Member Engagement Centre.I believe REST has breached its duty of Disclosure about the policy clauses. PDS and documents are provided when we join, in my case 2005. Who realistically would expect members to be aware of those clauses?As an organisation it is not transparent or accountable to its membership. It does have decent investment returns, although with anything investment related it is not necessarily an indicator of future performance. Notwithstanding, this happen two members, injury accident and illness.REST was also cross examined at the Hayne Royal Commission. Those transcripts are available online and are part of the public record.Members are not given a choice in many cases about joining as it is the mandatory fund in many employment agreements. It is also the default fund for the retail industry.Its service is appalling.
Do not use Rest super!
Rest is a complete scam. They will happily take your money but will not provide a service. Currently in the process with lawyers. Go will anther super, it is the best thing you could do for your future. Rest & AIA will give you nothing but pain and suffering. Do not trust this company! DO NOT GO WITH REST!
Bad customer service
Submitted claims for income protection and tpd months ago and Im still fighting to get a cent , claim has been sent to aia who have the most stall tactics Ive ever seen when I call rest Im told it has nothing to do with them .. yet they hold my money . I made a complaint about the way I was spoken to when calling aia as the operator was extremely rude when receiving back a response to my complaint rest had said pretty much nothing was done wrong and spoke about the process of the claim which had nothing to do with the reason I complained I feel...rest and aia do nothing but stall as they dont want to hand over a cent but dont mind taking your money , disgusting and wouldnt recommend them to anybody Edit: claim is now back with rest who told me I would find out the outcome today Tuesday although now being told Friday so yet another stall starting to consider talking to someone and getting some legal advice
Really Disappointing Insurance Process
I have been with REST for 26yrs. I have started a TPD claims process almost 4 mths ago. It was recommended by a REST consultant I do, when hearing my circumstances. Never made any sort of claim prior. I have had one call in almost 4 mths from the consultant allocated to my case from AIA, their insurer. That was the initial consultation, followed up by one email shortly after the call. Ten working day follow-ups, as promised, have never happened & I've had to phone & speak to random consultants to get some idea of what's going on. It's a relativ...ely simple case. I believe my case has been sitting with the people who make a decision for many weeks now, but who would know? I was told a supervisor would call me but I got an email from the supervisor telling me this, that I'd already been told weeks before, that's all. I have experienced homelessness throughout this process & I expressed this, it's been an emotional time. The outcome of the case impacts me & I will be getting a lawyer to pursue it if need be. I was told maximum 3 mths by several consultants. As that time approached, I've been told 6 mths. People with mental illness are very fragile at times like this. My claim amount is relatively small in the scheme of things. As a deceased person, approximately 5 times this amount would be paid to my children. These big superannuation & insurance giants need to think of this when mucking about with their customers who are fragile to start with before being handled in this matter. I'm appalled, very upset. I've happily paid my premiums all of these years ..... !!! I expect some decent service (paperwork has conveniently been "lost" then "found" throughout this process too, a delaying strategy I believe). Apparently my claim was escalated a week & a half ago, when I rang, yet again making enquiries. I was to hear from my consultant by yesterday. Did I ....no ! And this review was in Rest's hands weeks ago. No follow up from them either.
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Questions & Answers
Its been 7 month since i applied for dasp claim. You guys supposed to give me cheque which never arrived than i give rest my account now its been 2 month . Rest is came up every with new thing. And finally they asked again for my bank details and asked me to give liability form so. Now its been 5 days .. no answer .. I am really disappointed with my experience with rest... any help?
Hayley W.Rest Superannuation
Hi Zain S,
I'm sorry to learn you've encountered delays in receiving your Departing Australia Superannuation Payment (DASP).
We can certainly try look into this for you and request the team which processes these contacts you with an update.
I've sent you a private message requesting some information so we can follow up on this.
Hayley W.Rest Superannuation
Hi Monkey D. L.,
I'm sorry that you're also experiencing delays in receiving your DASP, so I've sent you a private message to follow up on this too.
I had a major fall last year that has left me with a dissability and experiences have left me in debt can I withdraw on my super
Alysha B.Rest Superannuation
I'm sorry to hear of your fall last year! It must be extremely tough!
If you are injured, have a disability or struggling financially, there may be a few different options we can explore with you.
In order to get the best possible information and outcome regarding your situation, you can give us a call us on 1300 300 778 Monday to Friday 8am to 10pm or Live Chat with us Monday to Friday 8am to 10pm, Saturday 9am to 6pm and Sunday 10am to 6pm.
Alternatively, you can send us a private message with your member number, contact number and best time to contact you and we can arrange a call back for you, which can take a few business days.
I hope to hear from you soon!
Can I make a withdrawal online
Alysha B.Rest Superannuation
Thanks for reaching out!
You definitely can make a withdrawal online.
If you meet a condition of release, you can submit a withdrawal on our website here:
For more information on the conditions of release, you can view our Accessing your Super Early Fact Sheet here:
If you have a pension account, you can also submit a withdrawal of up to $10,000 within Member Access on the Rest website.
I hope this helps!
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