Back in hospital suspected stroke
So after 5 long months of no payments because "they made a mistake " cut payments and gave me a debt assured me it would be rectified by so called team leader another call missed it as I was in hospital no message left rang rest demanded to speak to my assessor as they want more centrelink statements which I sent on 5th of February wasn't going to notify passed the buck on to team leader had to send again also sent a copy of where I had previously sent them waited on phone till he received them 46 mins still hadn't received them then hung up!! ...Rang back requested to speak to accessor busy team leader busy then to be told again I was missing one sent it whilst on phone lady received it with in seconds I can't handle this there suspecting a stroke due to the stress I send due to "your mistake" which I raised I said so I have lost my home been hospitalized over half a dozen times due to the stress of this so called bunch of idiots I'm suing there butts off as now I might have to fly to melb to a specialist clinic I asked what are you going to do about everything thing you have put me through due to "your mistake " [name removed]'s response nothing we can do OMG are you serious I have explained my story to [name removed] who wants to do a story on Sunday night what the hell am I supposed to do everyday I get fed lies and nonsense and I'm at the end of the line or the rope soon because as if a permanent disability isn't enough now I lost my home credit rating now prob my life due to this absolutely unprofessional bunch of I don't even know why to call them have wrecked my life I will spread it as far and wide as possible to never ever ever deal with Rest!! Kristy Gobbey
- Verified customer
Stay away from this insurance company
I have been with this insurance since 2015. I have recently got injured at work and needed IP insurance. I did everything they asked. I submitted all the documents they needed. Its been nearly three months. I am out of my savings no way to support myself and my family but these guys just wont settle my claim. Every time i call them they tell me a new document is required instead of asking all documents at once they make you wait and process is delayed so either you get better and go back to work so they don't have to pay or you get frustrated ...by their tactics and give up. I am very disappointed and frustrated and angry to have wasted my time. Unfortunately I have to go to centrelink for assistance as I am nearly broke. My advice to readers to stay away and get another insurance company with good feedback from clients.
- Verified customer
Worst Experience Ever
This company has caused nothing but stress to myself and siblings. Our mum suddenly passed away at the age of 41 in May 2019. I made the death claim in June 2019, I sent all the information and proof of identity off. Waited 2 months until I heard anything from them and that was only because I called to myself to follow up. When I called they told me they had to wait 1 month for a response from her employer before they can make a second contact to the employer and they only contact by email the confirmation is to prove she was working at time of...death even though it had already been 2 months. I called a month later to ask they still hadn’t made a second contact. They said I had to wait another 2 weeks so I waited and called again and they still hadn’t done anything about it so I asked them is there anyway I can get the information from her employer for you. They said yes if you send them this form and email it back to us we can use that. I was absolutely furious after waiting 3 and a half months they now tell me I could’ve just got the form myself months ago. I got that done within 2 days her employer got back to me straight away. Once I’d done that they said I had to wait another month so I did and heard nothing so I called up, then they tell me I have to get a form filled in from her doctor to prove she was able to work at time of death (what the hell was the employer form for then??) not only that but why do I have to keep contacting to be told this, why don’t they call up or email, isn’t is their job to get this information? I felt like I was working for rest doing it all myself. After I’d done that I was finally told it was with the trustee and that this would take 3 months. I waited 3 months and called for them to say it’s still with the trustee and that it has been escalated as urgent. Urgent to me means a couple days. I waited another 3 weeks before it was done. Then had to wait 1 more week for another trustee to double check the decision. After that I called early December and they said they were sending out our letters with the decision that week and then the funds would be in our banks on the 28th December if there were no disputes to the decision. The letters weren’t sent to us until December 31st and then had to wait the 28 day staking period for anyone to dispute. Why am I told on the phone that letters are being sent one day and then they aren’t sent til almost a whole month later. The letter said funds would be processed in our banks on 28th January. I called on the 28th January to ask and one lady told me that they had to wait til end if business day for disputes so it would be sent to the payment team on 29th January and then 3 business days from there would receive the funds. My sister called today 30th January and they haven’t even sent it to the payment team yet they said they are doing it today so we have to wait another 3 business days from today, it is 30th January 2020. This is so frustrating my mum has been gone almost 9 months and this is still going on and still don’t have any insurance funds. It has already been so stressful and hard losing our mum at such young ages, 23, 20 and 17. I don’t need this extra stress. Would never recommend this fund to anyone!
- Verified customer
Impossible to claim income protection insurance
I broke my arm several months ago and have not been able to work. I was not worried at the time as we have alot in our savings (was planning to renovate our house) and I have income protection insurance through REST. My arm is taking a long time to heal as it was a bad fracture. I am coming up 4 months off work and I have been unable to claim my income protection insurance as I simply can not make a claim. I have tried calling the only number you can call several times and no one answers. You can leave a message for them to call back but no one...ever does. I have emailed REST my medical certificates and they have forwarded them to the insurance company with the promise that they will be in contact with me. They have not been and I don't think they ever will be. Apparently, I need to fill out and lodge an "Intent to claim" form. You can only get this off the insurance company once you have been in contact with them, which you can never do. I have been with REST for over 10 years and once this is over I will definitely be leaving. Any super fund that is willing to sign up their members with such terrible insurance can not be trusted to look after my money. The only people who should trust in this income protection is those who have enough money that they don't need it. In other words its worthless. Rest may claim that it has nothing to do with them, but they are the only portal to the insurance company. All they do is offer up the useless phone number or promise to forward info to the insurance company. As I have been giving them money for this insurance, I would expect them to make sure that the service is working.
Insurances - costly no choice it's all or nothing
I contacted Rest recently as I had not received any statements since joining the fund via my employer. Once I contacted them they did email statements as requested. The issue I have is the amount of the insurance premiums that have been taken from my super. $26.75 per week. I never knew that I had disability insurance and income protection so how would I have known to claim if needed. This is too much money to be eroding my funds especially when I am51, a sole parent, and have been a member for over 8 years.
After further contact with rest I w...as told that you have to have all insurances or cancel them all. It should be an option what insurance you elect to take. I have now discovered that in moving to another fund significantly reduces my death benefit and there may be a period when I am not covered. Other funds have the option to take the insurances you want. I feel like I am been held over a barrel so to speak, forced to continue paying these premiums. Due to this main reason I am forced to move funds and am currently researching other super funds.
Worst service at the worst time.
We had a family member die unexpectedly ... 2 months after sending request, the solicitor is still trying to get death benefit finalised. REST has simply ignored solicitor correspondence. Very poor service at a time people need help the most.
REST: considered one of the worst
You hear it from REST members: their balances never go up because REST are too busy deducting everything they can - is that to keep their executives in high overpaid salaries? Rather than helping members, they are feathering their own nests. If you join up, make sure you check the hidden fees too. There should be an investigation into superannuation companies. How is anybody going to get a comfortable retirement with companies like this?
REST response. I don't know where to start
Early January 2020
Now it is coming up to the end of January 2020
Yes just another month gone in an 7 year battle with REST
8 years in fund
7 years & still have not finalised Income Protection claim
Despite having determination from Superannuation complaints Tribunal 6 months ago
TPD claim REST returned 7 years of premiums & back dated cover to 2011 to minimise payment
Shame on you rest
Read the reviews about Rests previous insurer AIA. For income protection etc. They are shocking. Then read reviews on their new insurer. TAL they are equally shocking. I pity your claiments, I should refrase that to "attempted "claiments.
My REST income protection is a life saver.
I injured my back and shortly after I was diagnosed with multiple sclerosis. I am very happy that REST approved my claim within a short amount of time. No one was ever rude to me and I never had any communication issues. I am not sure why they have received so many complaints as my experience with them has been very good. I have been with REST for about 5 years now and 1 current claim.
Claimed income protection it took 2 years to tell me I was 3 days short of their 30 day no work policy. I have fibromyalgia and rheumatoid arthritis . I have anxiety and depression caused by my condition. Every day im in pain 24/7. I claimed tpd which is still in process after a year. Ive been dealing with this for 4 years. Utterly devastated. Nothing but stress caused by this company. Has made my life hell. No money no answer nothing.
No not put a single cent in this super would put minus a thousand stars if I could
- Verified customer
If you are a foreigner on a temporary visa, make sure you do not use their fund.
They are rats who literally steal ALL your money. They alledge they have sent me letters by post saying I was on a "premium insurance" cover but they didn't send a SINGLE email letting me know. I had already departed Australia and got no letter at all. I called them and they said according to the "law" they had the right to do that. Don't ever use this fund.
The literal worst.
Applyed to get compassionate leave which was eventually granted but spiralled into REST closing my account and depositing the rest of my super money into my bank account with no authority to do so, not reactivating my account and not passing on the new details, still waiting to access the new account that was made PLUS waiting for the money that I had to send back to appear. Customer service always give different answers and it is never a quick fix just always excuses and then apologising. Honestly if i hadnt sent my money back already I would be going else where. Nearly a week and still no response on when my account will be working.
Terrible experiences with REST - would stay far away from this SuperFund
Worst customer service and big corporation I have ever dealt with.
I found out I was being charged for income protection insurance which I never signed up for, which has cost me thousands of dollars. I already have other income protection insurance organised so would never have signed up with REST for this.
I put in an official complaint for them to tell me it takes 90 days to resolve. Months later, I received a letter saying there were too many complaints, and that mine would not be resolved in 90 days after all. I asked for a new time frame to be told they would not give me one.
Upon ringing for more information, I keep being given conflicting information and put off. I feel completely helpless against this huge corporation.
This super fund deserves a 0
Really bad customer service. Different information provided to me by different staff. No apology for when they made a mistake. Took days to get a response from anyone. Worst customer service I have EVER experienced.
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.
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Questions & Answers
REST is largely considered the worst superannuation company in Australia. You rip members off with your outrageous admin fees. Shame on you. So many people complaining, yet you continue to take advantage of hard working people just so you can pay your executives outrageous salaries. Many of us hope that REST is investigated and shut down! Why are you allowed to treat people like this?
Joshua C.Rest Superannuation
I'm sorry that you were not happy with our service. We do try to keep our admin fees competitive and as low as possible, currently our admin fee for Rest Super and Rest Corporate accounts is only $1.30 per week + 0.1% of the account balance per annum.
We do our best to ensure members are aware of all the costs associated with their account. If you were having problems or have any confusion regarding your account, and the associated fees we would be happy to look into this for you.
You can reach us online via our live chat service: https://rest.com.au/contact-us
We are available between 8am - 10pm Monday to Friday, 9am - 6pm Saturday and 10am - 6pm Sunday AEDT
Alternatively, you can contact us on 1300 300 778 between Monday and Friday.
Can I withdraw my super under hardship online with rest?
Joshua C.Rest Superannuation
While access to your superannuation is generally restricted until Retirement age, there are options available for withdrawing your superannuation early.
You can find the full details in our Accessing your super early factsheet here: https://www.rest.com.au/understanding-super
Where can I find a historical guide to the MP 9883 Contract of Insurance (COI) for both IP & TPD?
Start date 5th December 2008.
Each time the Contract is amended there should be a central register as none of the amendments make any reference to the previous Contract. And now in 2020 how would REST know what was the amendment & to which amendment was applicable for any one date over the last 12 years as the original documents issued by REST do not record or show each amendment & its relevant date of issue.
Annual change in cover & premiums = 24 different COI.
= 4380 or so days (leap years) x 2, IP & TPD = 8760 different days of cover with variations in start & end dates?
Joshua C.Rest Superannuation
While there is no historical guide of these changes, members receive a copy of our insurance guide upon cover commencement. Any subsequent changes to the insurance cover that will impact the member are then communicated via a Significant Event Notice (SEN)
We are able to provide you with copies of the policies and endorsements for those previous years, each with the date of commencement if required.
I have sent you a direct message to get some personal contact details from you, please check your messages when you have the opportunity.
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