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!
I have 5 policies with SGIO and have been with them for 16 years.
When I recieved my home and contents insurance for $1915 (with portable cover for wife’s engagement ring) i thought id double check it was competitive. Turns out i can get the exact same for $1620 with RAC (thats before i even switch the other 3 polices to RAC)
Thinking id still give SGIO the opportunity, i called them twice. The first the generic number which put me through to india where the lady wasted my time.....pretending to actually care but just read through ‘generic ...question prompt’. To the stage its clear the list of questions is more directed at if i was asking about my premium vs what i paid last year. Ended up reducing to $1771 ( a reduction but still no where near $1620). The second call was to an Australian phone number but redirected to South Africa..... great. Ill give them credit for standardisation...... they obviously use the sane generic question prompts. This time telling me though “i have to pretend to go through your policy before offering you a discount so they can see my userid has accessed the policy”. Funnily enough my house still has the same number of bedrooms/bathrooms etc.......again finally coming to $1771. Simple....... my 5 policies will all be cancelled!
Home Insurance - Many things not covered, poor service, high excess
Been with SGIO home and content insurance for 3 years insuring our brand new home. Last year in Perth there were lots of strong winds and rain, hence we have storm damage. Reported in september that we have damage at roof which cause damage to our timber floor. The building assessor did not bring a ladder and he said he wasn't allowed to go up the roof for safety. 1 month later our claim was rejected due to construction problem. We contested this as the report was vague due to the guy not able to go up the roof. The lady we dealt with went on l...eave and we waited a month, there was no one else that will speak to us. The call centre is in South Africa somewhere and they are all difficult to understand due to accent. They do not understand building construction and just make random comments, no emphaty and just read everything of the script they have been coached. The case progress with SGIO lady accusing us not looking after our property so it's not covered by the policy. It is apparently our responsibility that every bits of our house is regularly checked and maintained every single second. So if your house is old and roof fly off, then it's not covered as you have not make effort to replace the beams, replace purlins, etc. If your window rubber seal worn off and water gets in, then it's not covered. I checked this statement with the SGIO lady and she confirmed true as shown black in white in the policy she said. In our case, silicone that worn off, so it's my fault not climbing my 2 storey home to maintain them. Hence, not covered. I told her if i need to check every single bits and bobs of the house, what;s the point of having insurance. We have other home with other insurance before and they cover the internal damage should it be deemed construction faulty. But SGIO policy will not cover construction fault, not even the interior damage. At the end took us till January (4 months) and our claim was again rejected. When I confront the SGIO lady why it took so long to respond, she said by guidelines she was entitled to 2 weeks to respond. In average she took 3-4 weeks to respond to us each correspondence. So I cancelled the policy and moved on. I advised all family, friends and colleague and many of them have since changed to other insurance. The damage to our property is minor, been estimated about $1000 to $1500, plus we have to pay high excess of $750. Such small claim, took 4 months and rejected! Such a scam. WARNING: if you don't look after every bits of your house and water comes in, then it's not covered. Old windows, water gets in, not covered! If it's construction fault, every other insurance will cover the internal damage as long as the builder fix the outside. SGIO will not cover anything at all! Look for insurance company with Local call centres, not somewhere in Africa with people hard to understand and do not even have local house construction knowledge. Took me a while to explain gutter, flashing, etc.
Everyone Stay away be aware.
Made a landlord claim. It was accepted but I was told that I had to pay everything up front then they would reimburse me. It was all recorded on the phone twice. They reneged on the deal for a huge amount of money. They ripped off a hard working young family. They didn't care at all. I took it all the way to the ombudsman and didn't have enough evidence. They couldn't even send an assessor out to have a look. I was told to send photos into them. Almost lost my investment property over these mongrels. Stay clear of them. Hope they rott
SGIO Premium increase without information
I have had various policies with SGIO for over 20 years. I currently have two home policies.
Recently I received an email which showed that the amount that I was paying monthly had increased by 16%.
When you ring the Service Centre (located in South Africa) the rude lady will inform you that they have increased the value of your home (without notifying you) and you should read your policy document which explains that they can do that.
SGIO are about to lose two policies and I will switch to RAC who are cheaper and have a call centre in Australia and who have workers who pay tax in Australia unlike SGIO who give jobs overseas to increase their profit margin!
Storm damage- terrible
One of my rentals was recently damaged by a storm. I tried to organise repairs but sgio is evidence you get what you pay for. They botched it, didnt tell me a thing and hired so home handyman who was incompetent and actually started ringing my real estate agents, tenants and people without authority. Tenants were away and i clearly said to the useless people at sgio i was away for work and please email me. Instead they dont contract me at all but i have everyone from the tenants to my real estate and neighbours ringing me because joe handyman i...s at the property ringing people and asking the neighbours when my tenants are. I am now waiting for the call the house had been broken into from this muppet telling everyone my tenants are away. I truely don’t believe sgio screen in any way the people that do their repairs or as way this cause assess the damage! Avoid SGIO unless you want headaches, drama and to end up doing it yourself.
Expensive & poor customer service
I have been with SGIO over a few years new. Reviewed my policy and noticed that it's quite costly so I called the call centre.
Found out they most likely have shifted their call centre overseas because the lady who took my call wasn't very helpful and wasted almost 20mins of my time.
My enquiry was purely on whether if they can provide further discount on my policy and she made me reviewed my entire policy with her and kept saying it was important and only to tell me in the end that all the discounts have already been applied.
Was ext...remely frustrated after hearing that. Also she didn't really seem to know much about their product but I won't go into details regarding that online. I'm now looking elsewhere because I know I can get the same policy for at least $200 cheaper.
The worst company to deal with ever STAY AWAY!!!!
I have been with SGIO as a landlord for 15 years I put in a claim for a rental property worth $2500 as quoted by their builder my excess was $500. They knocked back the claim saying it was maintenance issue even though July had a number of storms.
I could have saved my premiums for the last 15 years, and had money in the bank.
Do not deal with this crowd, they'll take your premium but wont pay you a cent if they can get out of it.
Assessor were great and on time and polite but still waitng to hear what happens next from SGIO so s
not happy assessors were great and very polite and quick and on time but I don't know what happens next SGIO have not followed up with a phone call or to let me know what happens next and its been over 3 and half weeks .Its The first time I have ever claimed and I have been with them for 30 or 40 years. All I want to have is a phone call telling me the assessors have got back to them and to tell me what happens next
EXPENSIVE - massive increases in payments
Just received my home and contents renewal and the monthly payments have gone up from $150.26 to $176.86. When I checked on the policy it says my replacement value of our house was $668,000.00.....I know this includes total replacement of fences etc but that is ridiculous. The policy amount was $2120.00. I asked them to lower the replacement value to around $400,000 as that is more acceptable and their charge was around $1700. I contacted the RAC and their price was $845. I have now moved to the RAC and will do so for my car too as SGIO are...charging me $779.57 and RAC $339.31. Between these 2 policies I am saving by moving to the RAC - $1714.16. I cannot believe that I have not checked this previously. The call centre is in South Africa and they didn't even know my suburb saying it did not exist in a previous live chat. I have been with SGIO for years and I am very disappointed that they have been charging such high amounts to their customers. On reading reviews today I have noticed a very similar response from many others who are moving away due to extremely high prices.
Taking advantage. Completely criminal.
I was busy when I first bought my home and got the first insurance I googled. Big mistake. Completely my fault for being busy and not double checking to see that I was being ripped off. Finally I look into it and they are charging me a stupid amount for insurance for my house. $180,000 more than what the house and land is worth!!!! $1000 a year more than any other insurance I could find. I am so angry. Their calculator told me that was what I needed to be insured at... And I was stupid to not double check that over the years the 'value' they pu...t on a rebuild had gone up $150,000. My rebuild amount according to their calculator was $665,000!!!! I called up furious when I finally looked at the policy I stupidly just kept paying for to be insured. The premiums kept going up and as long as I didn't notice. They kept ripping me off. Please do not use this insurance company. They bled me for not checking and couldn't account for how they again calculate a rebuild at $180,000 more than what my entire house and land is worth. I'm an idiot for being too busy. But they are crooks. I now pay %50 cheaper through rac.
What can I say They are Brilliant, SGIO are the best insurers. I will always insure with them
SGIO will always have my support I cannot praise them more highly. Thank You For all that has been done, with the best contractors on board. Swift professional service and always with a smile
Massive increase to premiums
We were customers of SGIO for 7 years with Home and contents insurance. In that time we have never made a claim. Recently our annual policy renewal arrived - Imagine my disbelief when I noticed the cost had increased 500%, from $1200 a year to $6500 a year!!
When we rang to ask for an explanation, there basically wasn’t one, just pay an exorbitant premium or don’t. We chose don’t and I suggest that others don’t as well. This company shows no loyalty to long term customers and can’t explain why such an increase occurred.
To be advised by a disrespectful Customer Advisor that after being a customer for 10+ years and never having made a claim, we are to pay a $1000 excess to replace our damaged bench top with a colour that doesn’t match the existing and, to find out the builder carrying out the repairs is charging $4000.
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Questions & Answers
Why does household Insurance increase between 16.74% every year?
Care TeamSGIO Insurance
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.
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