SGIC Home Insurance

Change insurers immediately – No consequences for any company these days. Did not let us use original company that did works when building, forced to use Patterson's. Disrespectful, dishonest, deceitful and couldn't say a good thing about the experience. Devalued the home and refused to let us have any say! SGIC was fully informed of the issues, refused to step in, guess they… Read more

share the similar attitude of the contractors: "Not my house!"

Showed the works to 20+ trades persons from the relevant industries and all either laughed or showed real concern.

As these insurance companies rely on intimidation and desperation to sign off of works and wipe their hands.

The only consequence for these companies will come when people wake up and spend their money elsewhere, otherwise they will all keep proceeding to do the same.

Complaints department – Staff in the complaints department completely lied in their email. After speaking with me about the complaint, they send an email stating they have been unsuccessful in contacting me. No apology was given when I made them aware that the same case officer who wrote the email to me had spoken with me a day before the email.

Claim review – Burst pipe in shower. Fixed at my own cost. Placed claim on one part of the plasterboard wall which was comprised. Claim was declined. Never claimed on home insurance for 40 yrs. Will not trust this mob for serious property damage. Show details

Great Service – Cannot express enough just how wonderful the service was Joanne whom I spoke with was friendly and very helpful Went out of her way to follow up on a damage report for me Received my payment with no fuss Excellent Service... Show reply

Excellent and Fast Service – Did a lot of shopping for Home Insurance. I was already with SGIC for auto insurance and recently purchased a new car. The changeover was super easy and it was actually a reduction in cost. He offered home insurance. i didn't take it on the spot. I wanted to do my research. I found the price to be very good compared to others, and although I… Read more ·  1

haven't had to make a claim, the service is fantastic. Just took care of a mistake I made online and the guy on SGIC webchat came up straight away, without having to wait at all, and fixed my error in no time. Happy so far!

Wonderful I just Love it – Every year it goes up, but stop & read what I did. I have the car, house, contents. With all 3 I get a discount, every year they go up, but take the time to go through it over the phone with them, & discuss your concerns & everytime I have done so, they drop or discount the price of the renewal... You must be clear & write down everything first… Read more

before you phone them, they are great to deal with. Good value yes. Set up was easy. Support is wonderful. A few years ago I lost a ring, they were wonderful, because I had the extra insurance I have an extra $1500 for personal items lost or stolen & they paid me to replace the ring of $1500 as agreed in the policy, & the following year it did not go up due to my claim. Thanks lexie..Xxx

One star is far to much – We have been with sgic for over 7 years and have to say the absolute worst insurance business around. 1st issue a leaking roof with water running downstairs. They sent a tech out who did test and confirmed the water was a leaky hot water tap and confirmed this with a heat gun. Got our own plumber out who confirmed sgic had tested the actual hot… Read more

water pipe, our plumber got on the roof repaired the roof, fixed the leak and the water leak stopped. Complained of to sgic and after declining the claim based on their inferior report they cash settled us. 2nd issue our fence blew down in the storm last year behind us is vacant land. Sgic sent a doc out accepting the claim with an offer to fix the entire fence signed it. Next day they call my partner and claim it isn’t signed and changed the acceptance of the claim and demanded he sign it. He didn’t now sgic have reduced the acceptance and the claim amount with an offer of just over 200 dollars to replace 11 meters of fence line now dealing with AFCA and the incompetent staff in customer relations. Avoid at all costs it honestly isn’t worth it. If you are dealing with a complaint with them I highly recommend ACFA or CBA for your complaint

abysmal service, and double talk – Hi we are in adelaide (andrews farm) and have been insured with SGIC 11 years When the hail storm hit on the 28th of october we were left with our Verandah roof (Fibreglass) looking like swiss cheese. It was complete devastation. So we rang SGIC who told us they would send out an assessor. Finally after calling 20+ times an assessor shows up 5… Read more

weeks later dosn't bother even looking at the roof just asks us to email him the pictures, takes a few details and leave's then with it getting closer to christmas we want our verandah roof fixed, so we contact the builder and he says there is no chance of getting it done. So at this point the repairs have been approved sgic have accepted liability. With no possible way of getting it done before christmas and hubby at home for break, we contact SGIC and ask about, what happens if we fix it. They say they cant be responsible for the work [which we expected] but they would pay for the materials if we kept receipts. So we go about removing the old roof and replace it with laserlight sheets instead of fibreglass [fibreglass is much more expensive] Ok hubby knocks it off in a weekend and it comes time to send SGIC the reciepts for the roof to 'pay up' We send SGIC the receipts for the roof and they refuse to pay, on the grounds it is a different material. They deny that any of there people have told us to keep the receipts and say that, If we choose to replace the roof it is on our shoulders, and they would notify the builder however for us that he was no longer needed. I am furious at this as they have pretty much called me a liar, and ring back my claims manager and ask to make a complaint, I am then told that SGIC has no record of any type of verandah on my property, I say, hold on your assessor came out, you accepted the quote, they than say that the quote was for a gazebo which is not a verandah, But it's attached to the house and it was listed on the approval as a verandah. To cut a long story short I was told I'd have to go back through the process of an assessor coming out again and another inspection, needless to say it has now been repaired, and there is nothing to assess. After call after call, and no answers, or explanations, and a complaint, that we just got the response of "We have offered to send out an assessor' and explaining there is nothing for him to look at, we have given up. My time is valuable and I have spend hours on the phone trying to get answers. It wouldn't be so bad if they hadn't implied I was a liar, but double talk and trying everything to get out of the claim, and then trying to fob off my complaint, I have had enough. We are only talking about $3000 here, but it's the principal, We are now looking for a new insurance company. The service is atrocious and nobody has any idea what they are doing. Thinking about going to AFCA as there internal complaint relations just fob you off, but dont know if it's worth all the trouble, waste of time having a policy, might as well be written on a weetbix box.

SGIC terrible Service, Was asked to prove hail storm happened in adelaide on the 28th of October ALSO! – I have a virtually Identical story to shafted, accept after approving my claim, they then turned around and said ' We are not accepting your claim because, our specialist appointed has recommended against it, mind you this was after 1 and a half months, that they sent out this specialist. Tried to tell me that the original builders report wasn't… Read more

detailed enough and they couldn't go off it! But it was there builder. By the time they had finally sent somebody out I had cobbled up patches all over the roof. Non of the patches were long term, and yet because I saved them a huge payout by patching it up myself; temporary, and keeping the water out my roof, I now get no repairs done. Have been with them 17 years, and every time I called which was daily at the end, I would get a different story, Even there own staff at SGIC started telling me they were disgusted in the way my claim had been handled. When they send somebody out 6 weeks after the storm It is pretty much a dead giveaway that an 'Independant Assessor' paid and appointed by them, is going to write a report in there favor. The Appointed Builder "Pa******ns insurabuild" were less than helpful also, Did not lift a finger, At one point SGIC told me they wern't doing there job, and that I could have another builder but it would require the whole inspection process done again, when I declined then they sent out the so called Independant Specialist, who was some old geyser who's first words were "ok so this happened on the 28 of october right! can you show me evidence of the hail storm on that day" I just said "MAN! where you been living! Even SGIC Had it listed as a major weather event on there site Under legal advise I am now going to contact Australian Financial Complaints Authority. I would suggest others do too! I know lots of other people SGIC are trying this trick on, and if enough people complain It may lead to a class action! Total Scumbags using dirty tricks, to get out of claims.

asked to prove there was a hail storm on the 28/10/2021 in adelaide – Has been a complete muck around, took 2 weeks for builders to inspect my damaged roof from the hail storm. They write a report and say no maintenance issues, damage is consistent with hail, then 2 more weeks for approval. They approve the repairs, then send out after another person, near 4 weeks later to look at my roof again who asks me to prove… Read more

it was hail damage. By this time I had made the roof as secure as I could with silicone, jigsawing bits of tiles back together and placing them on the bottom course. Now, 2 months have passed, any new report on the roof condition and what the damage has been caused by, is just about gone, and the report is pointless. I suspect this has been left so long as to say, "well look at that moss growing in the cracks of your ridgecap, that's maintenance issue' to get out of the claim. Why else leave it so long to have it inspected by a professional. I have had to "make it safe" myself! What are they inspecting it, now for again? Asking me to prove it was hail damage, when the first report from there builder said it was that! Have constantly had to follow up with them, as they all keep telling you something different I dont get it, how many times do I have to prove, it is damage caused by hail. The repairs are approved, and then has to be inspected again. What!, Do they think that if they keep getting reports, they can just pick the most favorable one to them! Hello, you already approved the repairs from your own assigned builder. How many times do I have to go through this? Just keep sending out assessors untill, they get a dodgey assessor who says " oh no it's maintenance related" and now we're not going to fix it. The longer it is left the more lack of maintenance that it looks, obviously! Which interprets too, the longer they leave it, the better it looks for them, to get out of it! Every single thing has been a fight, and even getting a scope of work to be revised to show detailed important stuff like eg inspect and replace any broken tiles and secure roof as necessary are near impossible. These are things that are a 'no brainer' that everybody would want to see. I am regretting having a policy with them now! well over 10+ years, and treated like dirt

Buyer beware. Repetitive bad service from SGIC – Hail storm in Adelaide 28/10/21. Damaged house and vehicle. Terrible service from SGIC. Major stress from vehicle claim which is now finalised but not to my satisfaction. Still waiting for an assessor to visit my house which has significant damage to it's ceilings. Cannot wait for this claim to be over so I can cancel, this being the last of my 6… Read more

policies with SGIC. SGIC do not care about their customers!! Worst experience as a customer in a very long time!!

PDS on Caravan Ins – Hi, It seems Iam not alone with getting bad service and complicated PDS, I read my PDS of June 2020 for Touring Caravan cover, On pg16 titled Liability Exclusions it states (1) will not cover an incident caused by an Animal, (2) not covered while attached to motor vehicle, (3) not covered if it becomes detached from a motor vehicle while in use,… Read more

so not covered if a Roo hopes into the side of your van but your not covered any way because you had the van attached to a motor vehicle. ????. Then when I tried to sort this out I got the complete run a round. 3 phone calls, chat and Email. I now have my 7 policies of around10yrs with SGIC looking for a new home. Jeff

Unsure now – I have been with SGIC for about 20 years. Having read such horror reviews and about to take out home insurance on a new property I am now not so sure. I think I will shop around for a 100% Australian company with a better review rating.

audacity – I find it hard to believe this Co.! After months of stress from their refusal to honour our claim for the collapsed ceiling, they had the audacity to write to me demanding the name of the Co. that repaired the ceiling that they refused cover on!!. As if they would ever get any more money from me or my family.. Good manners stops me from describing… Read more

just how bad this Co. and its assessors are. I took my custom to another Insurance Co. and saved myself over $700. A tip for long time users of one Co,. as we were, I believe if you have had the same policy for over five years you are paying almost double what you should be paying because of automatic increases. It's worth checking out.

Wont pay our claim – Our fence was damaged by workers next door. Although helpful at first, after months of nothing their assessor later determined that we were lying about how it was damaged. And refused to repair it. We are now looking for a new insurer. Show details

Thieves – Check your PDS, they will look for any excuse to not honour your policy. Save your money and go elsewhere. You won’t see a single dollar from these modern day thieves when the time comes to pay out a claim. Show details

Shockingly poor communication and offering settlement for a fraction of claim amount despite evidence – I made a claim in late April 2020 following a house burglary. SGIC was prompt in arranging to get my house secured and locks fixed. The day after the theft a claims agent rang, asking me to estimate losses, acknowledging that I would not have had time to check yet exactly what had been stolen. I provided some very rough estimates on a few of… Read more

the items I had noticed were missing. Soon after, I get a call asking for my bank account details so that they could make a deposit and settle the claim. I advised that I had not yet had a chance to check what was missing, let alone research values and make a detailed police report. Approximately two weeks later, I provided a detailed list of stolen items, accompanied by receipts and pictures where available. I provided e-mail updates when I noticed anything else that had been stolen and sent a number of e-mails and phoned requesting a status updates. I received no response to any of my e-mails (other than automated messages stating that they wold attempt to respond within 10 business days) until 3.5 months after the burglary. SGIC then sent a brief e-mail offering compensation for about a quarter of the amount claimed (and even less than what they were willing to pay a day after the event, at which time they included compensation for items they are now not including in their settlement offer despite being provided with evidence!). They ignored all claims for anything other than one bag and its contents, including jewellery, despite receipts and pictures for some items being provided. They never requested any additional evidence/information, nor did they provide any explanation for ignoring most of my claim. This has not yet been resolved. I have been paying insurance premiums to SGIC for over five years and this is my first claim - and a small one at that! An insurance policy is only of value if the company honours it when a claim is made. It appears this company has no intention of making a fair assessment and pay out, rendering my policy virtually useless!

SGIC is not the company it used to be – We have been customers with SGIC for over ten years with multiple policies. We have recently put in a claim due to dampness entering our house from the edge of our slab. SGIC had a representative come into our home and assess it who promised us that the carpets are deemed non restorable and will be replaced. They cut out half of our homes carpets.… Read more

Since then SGIC have refused to cover us for any damages, they claim the slab edge dampness issue is due to the builders error (from their building inspection report) and that the carpets will no longer be replaced. Since this time I have rung multiple times asking for a copy of the building inspection report and of an apparent document we signed that said we agree to the carpets being removed and not being replaced. Both my husband and I have not signed any such documentation. After a week of asking for these documents I am still yet to see them. How can a company come in and remove half our homes carpets and then say they will no longer replace them. We are walking around on half concrete half cut up carpet. The customer service representatives do not speak very good english making it harder to communicate and they certainly are not sending the documentation that apparently supports their case. This has been going on for weeks now and as long term customers we are devastated for the lack of support. I will be moving every single policy away from this company and will be seeking legal advice.

Sorry has no meaning, it become just a word!!!! – Been with them about 10 years, had to make a claim, when sgic asked me who they should speak to regarding a current claim. I advised them to contact myself "the policy holder" I was advised that a supplier will contact me within 24hrs. After a few days I had not heard from the supplier so I decided to call them. The supplier told me that sgic… Read more

gave them my former partners details for contacting. Sgic neglected that I am the policy holder and that we discussed who to call. They are a joke. And this is just the tip of it. No Stars!!!!! Now to double check that I requested my former partner to be removed. Seem to muck people around with smaller claims hoping people haven't suffered enough and give in because it's too hard. I have spent hours on hold waiting to speak to a claims office and today I spent 90mins waiting only to be told that they are too busy and won't be able to talk to me. Unbelievable considering I was try to fix their fkup. Well sgic, you can bash it where the sun don't shine. How many more times do I want to listen to a voice script or sales person say sorry! The one and probably only thing your good for! Saying sorry!!!!!!

Unbelievably bad – The most hopeless people I have ever dealt with. They do not have a clue how to handle a claim. So many mistakes and they don't understand the basics of what needs to be done. I was shocked how bad they are since this is the first time I have made a claim. Show details

Don’t use SGIC I would give minus stars if possible (L.AM) – Customer for 27 years previously 2 minor from 6 policies I had to go to ombudsman as my claim was refused by SGIC for damage to my home in dec2016 from a storm. the engineer SGIC sent tried to say no water entered the sub floor. A moisture reading of the subfloor some 6 months later was too high to get an accurate reading. the machine didn’t show… Read more

a moisture reading as high as the sub floor was, The ombudsman agreed I have a legitimate claim. Sgic agreed to fix the damage but I am still waiting nearing 3 years later (dec2016 now Oct2019)for extensive damage to be repaired.( over 100k)I urge you not to use SGIC) so you don’t suffer like I have. Damage is increasing I am finding new damage all the time. My health has declined as a result of the stress. I was forced into early retirement as a result of the stress it has caused. I required 36 medical visits ie GP, various specialists and tests to get blood pressure under control. Sgic are doing all they can to get out of proceeding with repairs. I am left waiting months at a time with no contact. Beware of who you use as an advocate as I was hugely disadvantaged by who I used. The guy I chose expected me to take29k plus GST when I was told by an engineer and builder it is over a 100k job. I complained that engineers were giving inaccurate details eg floor boards were unable to be sanded as not enough timber is left to sand according to person laying floor the boards I told the engineer this he still wrote in scope of work to sand floors. I Complained I wanted a different engineer report that was complete but of course they stuck with guy recommended by the advocate I chose. I have written as well as told SGIC and numerous people that have come to assess things at my house that the roof of the pagola was completely lifted ie all nails removed by wind but still no one has actually acknowledged or looked at that part of the pagoda. I went to my local M P to try for some resolution he wrote to CEO of SGIC who didn’t give the courtesy of a reply. If I go back to the ombudsmen I have to start the case all over again it is a joke. SGIC keep changing the person handling my case. I liked one only as she seemed to actually listen to me so they moved her on from my case. I have a folder containing 35 sections of reports and correspondence. I strongly urge you to have nothing to do with SGIC if you expect to have coverage for what you pay for. In my opinion The insurance industry needs an overhaul and royal commission. The number of people who tell me I am not the only one experiencing problems with insurance is a true indication and sad reflection of how poorly a lot of insurance companies treat their clients.

Terrible to not insure with SGIC! – We have been with SGIC for 29 years but as soon as we settle a car insurance claim we will be moving all 6 of our insurances. A car reversed into my car at a petrol station so not my fault and from the very beginning we have received wrong information, wrong directives, unhelpful assistants ,been told the money would be in our account then its not… Read more

and delays after delays. Very dissatisfied and quite stressful. Overseas call centres that have a script and do not deter from that. Would not recommend to anyone!!!

Mixed experience after a break in – I'll start with the good! House got broken into on the Thursday, house made safe with great repairs on the Friday. The items that were stolen were all replaced. It took 5 weeks and about 10 phone calls from me but the 2 items were replaced properly, so I was happy with that. However the broken back screen door replacement has been horrible. I've… Read more

had them out twice but they keep blaming a twisted frame, or the weather. The previous screen door worked perfectly for 5 years. It was a bad 'new' door, the door doesn't fit, and the actual locking mechanism is dodgy! The top lock is loose, and I got locked out last night when i went outside and the lock slipped shut. Also I never got a insect strip on the bottom of the door. It's supposed to be like for like. I will be replacing the dodgy door out of my own pocket. I think SGIC are hiring cheap dodgy tradies. I will not be renewing with SGIC, and I'll move my car insurance too.

Taken for granted – Joined them 5 or 6 years ago as i wanted to support local, no claims and no issues. 6 weeks ago i contacted them (as i sold the property they were insuring and bought another ) to simply change the insurance from 1 property to another and thats when all the trouble started. When i contacted them they seemed helpful and thanked me for being a loyal… Read more

customer and for having additional policies etc. When the monthly amount fell due they failed to deduct the amount from my bank account (same account as before) and then sent me an email TELLING ME that i failed to pay my account so being worried my home and contents weren't covered i quickly rang to sort it all out .... and i was told that they would deduct the amount in the next 24-48 hours. The time passed and they didn't deduct the money, they then sent me an email telling me they were now canceling my 2 policys. At this point after all these years being a loyal customer i decided to go elsewhere as i thought if they cant even take the money out of my account whats it going to be like dealing with them if i ever have to make a claim!! So bye bye sgic and ill now be looking to change my car insurance to another company as well. I sent them correspondence under there complaints section, i received an immediate email telling me they would contact me ASAP...... im still waiting... haha

They are happy to accept your yearly payments but will avoid paying out when the time comes – I have several policies with SGIC and we have had two rental issues where a hot water pipe broke under ground damaging the Linen press cabinet with steam damaging the cabinet etc. When they came to fix it they fixed the Cabinet and need to cut the cornise away to get the cabinet in. You would think they would fix it, well the carpenter turned… Read more

around and blamed the damage of the cornise on the tile roof. i complained yet nothings been done to fix it 5 years on.

Terrible – Would not recommend SGIC to anyone. Have been with them for years. Very difficult to communicate with. Have changed our insurance to an Australian Company not a company based in SOUTH AFRICA. Staff were rude and had no idea what the were talking about. Don't insure with them. Doesn't even deserve 1 star Show details

Tried to get out of paying – Been with SGIC for 16 years. Never missed a payment or was late paying. Always thought they would do the right thing, especially with long standing, loyal customers. When it came time to pay for the damages, they wriggled and twisted and ended up paying a fraction of the losses. Very disappointing when they were quick to take the premiums but reluctant to give the required services. And had a few rude people on the phone.  Show details

Not worth the paper it is written on – After over 40 years of insurance I have never encountered anything like this foreign company. Not sure if deliberately obtuse or simply give the run around so that you give up. Congrats I gave up and I'm not easily dissuaded but life's too short and it was a small claim so I cancelled. Imagine if it was a significant claim you wouldn't stand a… Read more

chance. Look elsewhere preferably Australian owned. Also, I believe their assessors are rorting the system.

Long term Customer of 20+ yrs but feeling disappointed – I have been a long term customer for 20+ years, with only one claim made, so what is more important than value for money was their customer service and ability to accommodate my needs, my policy was easy to set up and over the years i have updated it with no problems, but unfortunately recently when i contacted SGIC to place a claim i did not… Read more

receive the customer service i had previously had, i found i was having to call to see how my claim was progressing the service consultant was very hard to understand and seemed not to really understand the problem when the assessor attended my property a carpenter was sent not an electrician very frustrating! and to top it off i'm still in limbo. Currently looking for a new provider.

Lodging and progressing a claim via their Offshore Call centre is Not Good – Whilst the actual Home Policy is reasonably good value and dealing with the Australian based staff and their Assessors is good, getting you claim underway and progressing it with any further information or any ongoing questions is really difficult. This was also witnessed first hand when visiting the SGIC 'Shopfront' in Adelaide South Australia… Read more

recently. Their own staff were re-routed to South Africa and put on hold for ages whilst trying to provide me with face to face customer service. They too appeared really frustrated.

Whatever happened to good local customer service?

do not use this company – rude dismissive and unhelpful staff obviously trained to make claiming extremely difficult. do not use this company as they will prove to be unreliable and difficult to deal with .I have been a customer for 14 years and will be taking my business elsewhere  Show details

Shocking customer service – Tried to change policy & address online and requested a call back - automated response and sent another certificate with no changes. Call centre doesn't answer after holding for 20mins. Cannot cancel policy online in self-help. Call centre using "cheap labour" in Umhlanga, Durban, who quote according to a set of tables!! Utterly useless!! I cannot imagine what making a claim must be like??  Show details

Claim for a stolen bicycle knocked backed – I've been a customer for 22 years with 7 policies I've just had my bike stolen and have been told that my claim is not valid so i will be taking my business elsewhere very upset ex customer lift your game sgic.  Show details

Poor Claim Experience- Property left unsafe – Everything goes well until you need to make a claim, advised property would be made safe as soon as possible, no action for 24 hrs, complete lack of communication. Staff unfriendly.  Show details

Bad communication – I made a claim 8 days ago and despite being promised a call to clarify what will be covered I have not received any contact. I have called again and promised someone would contact me. This has not happened. We are still unsure if they are going to repair the damages from a fallen tree.  Show details