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SGIC obviously don't value their customers. Wanted to cancel a home & contents policy due to a property sale only to incur a cancellation fee. Will not renew all other policies.
Disappointed long time customer
Our ceilings collapsed after 20 years without any signs of sagging etc. Now that we need help from SGIO to get our ceilings fixed, they found a way to get out it. Extremely disappointed after paying SGIO for 22 years and no claims.
Our experience with SGIO regarding an ongoing claim has been horrendous.
Our claim for a fallen down fence was logged 21st December 2020, and at the time of writing (6th Jan 2021) we have only received a claim number - NOTHING ELSE!!
I’ve sent a follow up email to them which received an automatic follow up but still no reply. Furthermore, the claims department is only open till 5PM AEST which means if calling in the afternoon from my state, they are closed.
Absolutely appalling service.
I have had my insurance with SGIO for 17 years and when I went to claim an itemised item they offered me 1/3 of the amount I have specified it to be covered for. They claim that that is the retail price. They have happily taken my premium off me for 17 years calculated on a specified amount however when it comes time to pay up they want to rip you off. Appalling service from staff who shoot themselves in the foot with the info they give out. I have been referred to Page 62 of their Product Disclosure Statement, which I could not be happier about, as it states one of the options of paying your claim is to “pay you the sum insured”. Not too sure if they have actually read it. Cannot wait to leave this company.
Quick to take money claim still not resolved
Frustrated at dealing with SGIO. my claim has been in for over a month now and still no resolution. I have sent in complaints but no-one is bothering to get back. I have been with SGIO for 22 years, as they say you insurance company is only as good as your first claim
Good if you don't need to make any claims
SGIO takes weeks to process claims that takes RAC less than a day to approve after receiving the quote.
I submitted a storm damage claim for a damaged fence on May 7. It's now June 5. RAC approved my neighbour to cash settle within a day of receiving the repair quote.
Meanwhile SGIO takes more than 11 days to reply to my email saying I agree to their cash settlement offer. It looks like the customer service is done offshore and they're overwhelmed and the claims manager can't take 5 minutes to call their customers.
Each time I want to talk to...
One Hour To Resolve Claim when Documents Uploaded
Called claims line, input claim number. Spoke to a CSR named Matt. He consistantly placed me on hold in excess of 10mins. All information was uploaded, claim resolved in an hour. Looking for another Insurer as pay in excess of $6000 in policies per year. I'll be letting every man & his dog know about the wait time for a simple claim where all information had been provided. Goodbye SGIO, Phew!!
Claims process worked ok but premiums are very expensive
After 20 years of no claims I had recently had to claim twice for storm damage in the last 12 months. The claims process wasn't too bad and I was paid out without too much hassle at all which was impressive.
The only reason I didn't give it a 4+ star review was because I found the premiums extremely expensive, even though I had all the bonuses and discounts applied. I was able to get home insurance quote with another company which was basically 60% of what SGIO was charging me.
SGIO I found overvalued the cost of rebuilding my home by a c...onsiderable amount (hence the premiums were expensive). They claimed the cost would be well over $600,000 (about $140,000 more than a rival insurance company) to rebuild my house, yet a real estate valuer had put a value of $550,000 on both my home and land!! (not just the house). I did try to get the SGIO website to reduce it but when I did it kept warning me my house was undervalued and it became too painful.
Settled my claim immediately and correctly
I had some storm damage to my fence during the recent storm. SGIO asked me to get 2 quotes and promptly paid me half the amount of the cheaper quote minus my excess. The other half of the claim is to be paid by my neighbour as per the rules. They have also provided a temporary fence till repairs are completed.
100 % happy with SGIO
For whatever reason ( change of job etc ) I had failed to make three payments on my house insurance . About 40 metres of fencing fell down because of bad weather. On ringing them I was told I hadn’t made a payment in 3 months . I told them to restart my insurance in case more damage was to happen . They rang me back and said they would pay for my fence to be fixed as I was a long term customer . You cannot beat that for service . The bill was close to 8,000 dollars . I couldn’t believe they looked after me . I will stay with them for the rest of my life ...
TIME FOR ACHANGE
Claim accepted...Assessor came out. Nothing further till I phoned..on hold for almost an hour. Then told that my claim wasnt to be processed. Been with for 20 years...RAC has been recommended so many times to me. Always stuck up for SGIO. TIME FOR A CHANGE.
Avoid at all costs
Window broken in kitchen. You'd think this would be an easy and simple claim but not with SGIO. I phoned early the morning after the window was broken and was told a builder will be in touch. I got a text later that day saying an assessor would come to view the window in 3 days time. At this point we had shards of glass hanging from the wind over our kitchen sink no-one mentions what we should do about this highly dangerous situation not to mention security of our home. I phoned SGIO back and they agreed to send a 'Tradesman' to make the windo...w safe. So 48 hours after the original breakage this "tradesman"comes to repair the window. My sons and I were sitting in the kitchen eating lunch. This man chipped at the window sending pieces of glass flying into the kitchen and into the sink and dishes. He wore no protective equipment not even eye protection. He placed a board which was too large leaving exposed shards of glass around the window frame and a gap where flies and weather could come in but at least we had a board over the window. At this Point I expected a repair in the next day or two. Three days later and assessor came to assess the damage - for a simple broken window. A further ten days later now two weeks after the original breakage I still had now heard anything regarding repairs. I ring SGIO 'Oh sorry it hasn't been approved yet needs to go to our claims team.' Informed later the same day claim is approved - Great repairs will happen now. No, I have to wait for a scope of works letter from their builder. Wait two days then ring builder. Builder says we've emailed scope of works. Wait 24 hours no email. Ring again. Builder emails scope of works - for a broken window. I am expected to print and sign the scope of works and send back to the builder along with my payment of $100.00 excess required before they will schedule the job. I enquire - 'once I pay the money when will the window be repaired?' 2 - 3 weeks! They seriously think it's acceptable to keep a family waiting 5 weeks for a simple window repair. The only Information I kept getting from SGIO was that I would have to pay the excess and they would be increasing our premium. Ended up paying for a local repairer to repair the window they came the same day. Thanks for nothing SGIO. Will definitely be changing insurer.
Very poor service
Have home and contents insurance with SGIO , had a roof leak which damaged the make anymore and now not interested in replacing ceiling . All they want to do is pay out a small amount and said you can fit it yourself . To repair it properly all the ceiling should be replace but after talking to the woman on the phone ,the answer is no we will only pay you to replace that section. My policy is old for new but all they want to do is not repair properly. I also have several policies with them but !!!
unbelievable poor service
SGIO only wants to fix half my lino and match best they can there rest so will end up with two different types of lino
unbelievable poor service sgio used to be such a good company will look at cancelling and changing companies after being with them for 20 plus years
My home was broken into 4 weeks ago!
The claims process has completely stalled!
Called multiple times to have it escalated and was told each time id be contacted by the end of the day and it NEVER happens!
We are a family of 5 and are still without hot water, our property is still unsecured, and my stolen goods look like they have to be replaced out of my own pocket if this goes on for much longer.
We never miss a payment, never object to the constant rises in premiums and this is how we are treated when we most need the service we PAY for!
Questions & Answers
In a 12 month period, what would the basic premium be for:
a) $10, 000 General Contents?
b) $10, 000 General Contents plus $5,000 Portable Items?
This is a hypothetical case to get an understanding of how the premium is calculated.
Why does household Insurance increase between 16.74% every year?
We will increase your sum insured each year by around 5% to keep up with inflation, this could account for the increase or some of the increase. Please contact the team on 133 233 and they can explain this for you.
Get an answer from our members and SGIO Insurance representatives
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