The big con
customers no longer valued.
Having to deal with an overseas call centre has made SGIC very sub standard.
Have 6 policies been with SGIC 19 years and have no faith in this company should I need to make a claim.
Just reinsured my car online with SGIC at $90 dollars cheaper than my original invoice.
Then got a TEXT informing me the car was not insured turns out I have taken out a new policy hence the cancellation of the old policy. Why is it cheaper online for the exact same policy this company is simply ripping off its loyal customers and not offering the best deal. Call centre staff do not understand the products they sell (had trouble insuring a new car last year).
I now have to go through the process of moving 6 policies to a locally based insurance company as the service provided by SGIC is both confusing and concerning.
Made zero claims, premiums went up enormously every year
The first year I was making monthly payments of $63, the next year they went up to $74, and the last straw was the payments going up AGAIN to $82.
Have made two claims over past three years roof in my garage caved in after storm would not accept claim ,car damaged in shopping centre car park door and back panel damaged virtually called me a liar ,saying it was two claims not one ,will be cancelling my three policies,and my father in law has business and several houses insured with company and is in process of finding another company ,the aim of the accessors is to knock back as many claims as possible ,never do business with this company again have been with them 35 years and in that time only three claims have gone to omnibus had enough .
Worst customer service. worst people to talk.
I requested to them to cancel my policy but they are taking too long to process it. They keep holding my phone for too long. Moreover they are deducting one more premium which I am not liable to pay. I pay for premium at the start of the month which I am insured. I am not paying premium at the end of the insured month. This simple thing they do not understand. They even do not know how to talk with a customer. I never go back to SGIC in future. never ever.
I have been with SGIC for two months, but will be changing shortly.
In the two months I have been with them I have experienced several issues with their website not allowing me to change my direct debit details, to just straight up crashing whenever I tried to access the home page. I reported this to them.
I have now had to make a claim after being rear-ended by a third party, week 1 Wednesday - I provided an image of the car that hit me, including the registration number, but I forgot to get the address of the third party, although I got the name and the phone number. Making the claim was very easy and the representative was very friendly and easy to speak to. She assured me that this case would be open communication, but at this stage I would be paying the excess until they were able to get the third party's address from them, which would be done by calling them on the number provided. She tried to call twice straight away, which was nice, but couldn't get the third party on the phone. The next morning I get a call from the repairer and we proceed to go through the process of starting an assessment of the damage, cost and time. I am admittedly slack with the process of uploading these images, so it isn't completed until Sunday morning.
Week 2 Monday and I have heard nothing. I call up again and ask if anything has changed - it has not. No further attempts at contact have been made. I request that they try to contact the third party and let me know if that changes. I log onto the website which seems to be working fine for claims, find my claim and upload the third party's details and the image I took of the third party's car and leave it at that for now. Week 2 Wednesday rolls around and I have heard nothing again, I call again and nothing has been done to prevent me forking out the excess. SGIC attempt to call the third party again after placing me on hold, can't get through again. They give me the same information in that I will be the one paying if this isn't resolved. We end the call there and I call the third party myself, no answer. I leave a message. I get a call back in twenty minutes, the third party claims that SGIC never called them. I have no reason to believe this is true, just worth noting. They tell me they will contact my insurance company today and take care of it, but the car is a work car so will need to go through work insurance. This doesn't affect me, or so I think.
Week 3 Monday, I have heard nothing still and my car is due in to the repair shop on Wednesday of this week, I am feeling very anxious about the money. I log onto the SGIC website to check the claim, all the details I uploaded of the third party, including the name, phone number and image of the car and its damage have vanished. I am beyond frustrated at this point. I call SGIC and sit on hold for 15 minutes to speak to the first representative who verifies my identity, and then gets the claim number from me, before telling me this is a new system he is not trained in and puts me back on hold to speak to somebody else. 10 minutes later I am put through to somebody who knows the system. He verifies my identity, gets the claim number and said that yes, the third party did call, and they were happy to hear that the third party would be claiming from their workplace's insurance.
The following is an overview of the conversation
"Well that's great, but am I still paying the excess?"
"At this point in time until we get a claim number yes."
"But I was told that once the third party called up with their address I would have that waived."
"We did not get that information from the third party."
SGIC failed to get the one piece of information they were waiting on from the third party, so I was still up for the excess. I had to chase down the third party because they failed to, and was told NOTHING every step of the way, after being told there would be open communication. The representative called the third party and was able to get address luckily, so the excess has been waived, but I am so frustrated by this whole ordeal. I wait to see where this claim goes from here.
TLDR: Website is dodgy. Information uploaded for claims disappeared on me, crashes and failed to allow payment detail changes.
Lodged a claim as I was rear-ended and SGIC tried to contact the third party for the address I forgot to get and when I did get the third party to call they failed to get this one piece of information, meaning I almost had to fork out the excess for the repair. They claim to have open communication during claims, but the only contact you get unless you call them is the original e-mail stating a claim has been made.
Dodgy service, not knowing their own policy.
After getting a quote elsewhere for a cheaper and better policy, I called up SGIC to clarify my current policy and update my address.
Turns out my change of address adds an extra $10 to my premium per month.
I spoke to the lady on the phone and enquired about cancelling my policy, she advised me that there potentially would be a $30/$35 cancellation fee. She put me on hold while she went to check the fees, came back to the line and informed me there would be no cancellation fee, in fact SGIC would need to refund me $16.
I told her I would call up the following day to cancel as it was almost closing time.
I called up the following day, I spoke to a man who was very helpful until he realised I wanted to cancel my policy, he then couldn’t wait to get me off the phone. I jumped in right before he hung up and asked about the refund that the previous officer had told me about. He quickly answered that there would be no refund and I’m lucky that I don’t have to pay a cancellation fee and almost hung up on me again. He was rude and not interested in hearing me out at all. I explained the whole previous conversation and even offered to wait on hold while he listened back to the recorded phone call from the previous day. He was not interested in helping me or getting to the bottom of the issue, kept on talking down the phone line that ‘she was wrong and he is right’.
It got to the point that I requested to speak to a manager/supervisor to get to the bottom of the issue, and make a complaint against the man who was so rude and eager to get me off the phone. I spoke to a manager/supervisor by the name of Jamie-Lee who was appalled by the miss match information I had been given and the service I had received. I was told I would get a phone call back within 24-48 hours with an update on the issue and also regarding my refund. It honestly does not surprise me to say I still have not received a phone call back from Jamie-Lee, exactly 4 business days later.
Absolutely terrible customer service, and it extends up the ladder to management/supervisors who cannot keep their word. Glad I am no longer a customer of SGIC.
I am still waiting on a phone call from Jamie-Lee.
Worst customer service! Don't know their own processes!
I had to restore paint protection after the crash repair. I was asked to submit the quote for reviewing what fair and reasonable portion would be. Didnt get a call from SGIC but the paint retailer called me to book for paint job. Called in two days later to confirm with SGIC. It took a while for them to figure out and finally confirmed that I proceed with the work. After the paint work, I was asked to submit the actual invoices. It took them +2months to reimburse the invoice. I called SGIC as many as 6 times during this period. All I would hear was it was submitted to assessment team for fair and reasonable portion. Seemed like they have rote learned their sentences! I spoke with managers too and they promised me twice to call me back by the end of the week with updates on what was going on. They never called me! What I did not understand is why did they need to assess what is fair and reasonable twice and needed both quote and an invoice for the same reason. Price wise it is cheaper than most of the provider but if you shop around you can get cheaper than SGIC. and for that very reason,I have switch my car insurance.
Worst insurance Company Ever!!
Treatment by SGIC, the worst! Awful to deal with. Another carpark reversal where the other driver accepted it was his fault, only to flip and tell SGIC we were both at fault.
Ridiculous emails, phone calls, etc, etc.
Was even told my claim would not go through as l had not informed them where car was to be repaired, l was driving it at the time and it had been repaired 2 weeks prior after l paid $500 excess for something that was not my fault.
Rudeness of staff in Adelaide Office and also claims which is based overseas is very hard to take.
Yesterday I received an email asking for a good review as to how well they looked after me as a client, what a joke this company is, nobody speaks to anyone else, only interested in taking the money fraudently.
Have cancelled my insurances with SGIC!
No customer service
Wasn't set up with the proper policy made a claim that was rejected then I canceled it someone was going to call me to discuss my rejected claim and that didn't even happen what a joke.
Unfair and incompetent
Got rear ended in a parking lot after I had finished reversing and already in drive gear to move forward. While I was changing gears I was stationary and got rearended by the SGIC client.
This client ACCEPTED her fault and accepted to pay the damages offline. Stupid mistake on my end to not take it in writing as the client decides to get SGIC involved. When I consulted SGIC, they claimed that it is the fault of both drivers. Thats great isnt it, you are bloody done reversing, you are completely at a halt and then someone reverses into you and rear ends you and we are both at fault?
We had to make follow up calls to find out what was happening with their so called Investigation.
Will ensure nobody I know ever buys SGIC.
1th. 8 month Told me damage done by human is not covered . My wife had accident. I claimed. They se
I have been with sgic for 5 years. I received terrible service. I am not happy at all. Paint job has to match on the front of the vehicle
Their policies are totally designed to benefit them
I met with an accident in November 2018 and which was not my fault at all, where the other driver hit us from a biroad when I was driving in the main road. From SGIC approved Keswick Crash repair centre gave me a confirmation call saying the car can be repaired and delivered by 19th December. Keeping that in mind I hired a car and did not look for other options as they gave me a promise. But on 6th December SGIC called me and said my car is not at a repairable stage and they are going to write off!! Which is really misleading ! Moreover, SGIC is telling that they are deducting my upcoming premium payments from my insurance value. This is totally unacceptable and due to their promise of fixing the car I had to pay for a rent car 300 AUD. They are terrible. How can I absorb such a great loss and even this accident is not my fault. So do I have to suffer? For being a customer of SGIC? Why SGIC cannot claim the fully insured value from the third party insurer who is at fault?
Not happy when it's not your fault but still have to pay an excess
17 years too long time to change not happy claims department wasn't helpful making me feel like it was my fault when a guy went though red lights and almost hurt me but they take the lights out of picture cause I had no witness or dash cam that's crap on your part SGIC that will lose me.
Untrained staff and hidden agendas
I recently contacted sgic to cancel the remaining month or so left on 2 car insurance policies; one was seamlessly processed with a refund of $56. The other car received nothing. I contacted both the offshore and local office and was told that due to a mystery "admin fee" , which neither office could elaborate on, I was not entitled to a refund.
I then tried to raise the issue on their Facebook page and was advised that after deduction of this "mystery admin fee", if the remaining balance is under $15, sgic automatically "donates" the monies to the "charities [they] support". Apparently this is written on pg 86 of their pds. If I wanted that amount refunded, I would need to "escalate" the issue with another team.
First of all, why was one refund given with no addition charges, while the other car denied? Secondly, why is sgic not appropriately training their staff? And thirdly, who are these charities that sgic support, and if my money is going towards them, then shouldn't I receive a charity receipt?
Hence I will also be changing my other existing policies to other companies, and be encouraging family and friends to do so. 2 other family members have already made the switch to better deals! So please shop around! Sgic has a low rating here for a reason, and their sub-standard responses to these reviews are just for "ticking a box", rather than actually helping out their customers.
SGIC is fantastic company to deal with. Customer service was exceptionally great and all matters was concluded with in 10 minutes. The claim, and assessment of the vehicle and repair of the car all with in a matter of minutes.
Could of psint the whole side if the car
Unfortunately you can see the new paint and the old. The whole side of the car should of been painted as i requested multiple times
i wish i had read the reviews before insuring 6 cars..
At first it seem that i was going to be treated properly after a tiny not at fault bump...but alas after my car was virtually destroyed by hower crash lonsdale sth aust..sgic prefered cheap and nasty repairer..then all walls and blicks came up..and has now become a horrible experience..my friends went thru same process with hower crash..please be warned..as for scic..wldnt a little help and nice service go a long way to keeping customers..there are countless insurers out there these days..please treat your existing customers correctly..and then you may recieve your first good review this century....
Car Rego balance deducted from payout IMMORAL
We have been insured with SGIC for seven years, we have 3 cars, home and contents. The Car was written off as a total loss the payout was determined quickly, however the balance of the Car registration was deducted from the payout. This is outrageous and immoral. Car registration is our business, NOT SGIC. Also the balance of the insurance policy will not be refunded or credited back to us for the new car replacement.
SGIC - appalling service
I was in an accident with an sgic client, it was entirely their fault. My car is now unusable and one week later I’m getting absolutely no reply from sgic. I have phoned them twice and been told a claims person will call with 48 hours - I hear nothing!
The claim dept didn’t pick up calls today, I waited otjephie for 40 mis, even the online chat was a min 30 min wait.
Put on more staff SGIC, provide some goddamn service to people who need it. Appalling.
Wouldn't even bother with them!
I was sent a survey via email and at the end I was asked to put a review on here, Gladly! Would not recommend them at all! We have building insurance with them, had a problem with our garage roof collapsing but apparently they dont cover it! Even though it is part of the building!! The customer service representative was rude and when I ask what i was covered for then if i wasn't covered for the building he pretty much just said goodbye and hung up! Will definately be changing providers as soon as this contract is up!
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