Not Shannons. Now 100% Suncorp
After 11 years of having multi vehicle (8) and home insurance policies with "SO CALLED" Shannons which are now 100% Suncorp we had to make 2 claims in the same month. 1 for one of our classic vehicles and one for a busted water pipe in our ensuite at home. We were not only treated like idiots but they tried every trick in the book not to pay. The requested interior and engine bay photos for a damaged front bumper on our classic vehicle in hope to find anything either not listed or not legal which they never did and in the end I had to explain h...ow to read the ID tag to prove it was a factory right hand drive vehicle before they would except the miserable $2000 claim. Then with our home claim they not only spoke to us like we were dumb but had us arguing with them for over 2 months, during this time they had 2 of their idiot assessors try to say the cost was less than 1/3 of what 2 independent builders quoted. I then demanded they send an Engineer around to inspect and write a report, then after this report was submitted they suddenly upped their estimate by 45% from their original estimate. But even then they never had the common decency to call me and only sent an email asking if we will except this amount. Even though this amount was less than the builders quote we excepted it due to the fact that we now intend to modify the area and are happy to pay for these modifications ourselves. Now that the funds are in our account we instantly cancelled all our policies. I recently contacted Enthusiast motor insurance and even without the "Multi policy discount" or adding our house they were over $600 per year cheaper.
NO PASSION HERE
"Share The Passion" is the Shannon's motto, but in my experience, there is little, if any passion in the manner of Customer Service with Shannon's. Trying to arrange a Policy for my 1970 Chrysler Valiant was like pulling teeth. After the Operative provided their name, it was a blank and unresponsive journey from there on in. If you persevere, you may stir some interest in your vehicle details and values etc, but they really have no idea or perception of what you have in your garage and it's true value. I had to ring three times and because of f...rustration, had to terminate each call. I am told that Shannon's is only a "shop front" for the larger Insurance Company. I am also led to believe that in regards to Classic vehicles and values (which is what they use to specialise in) the caller is placed in the hands of a contract salesperson who is likely to have no idea or perception of what you own and want insured....hence the slow response at question time. Don't be fooled by the television promotions or their supposed support of the Classic Car fraternity....any real interest from the "on the ground" perspective is very thin when you phone for a Quote and chat about your pride and joy. I must admit, that earlier in the year I signed with Shannon's for a Policy on my regular vehicle (although it is 17 years old) which is not yet quite a Classic, and I was managed by the phone Operative in a very enthusiastic manner and I came away thrilled. However, since this latest contact of mine with Shannon's, I went to the web and read all the Product Reviews and can now identify with the frustration and distrust owners are sharing in regard to this "brand". I have decided to remain with my current and long standing Insurance Company, who although not perfect, do take the time to properly evaluate and value my Chrysler Valiant. I did lodge an on-line complaint with Shannon's about all this and it took 2 days for me to receive a phone back, which in no way tried to redeem my bad impression of the Company.....they have a foot print in the industry now and they no longer care if you insure with them or not......my advice is to look elsewhere......
- Comprehensive Car Insurance
- Verified customer
Shannons Unreliable roadside accident procedures
When you get a car accident, Shannons won't look after you.
Here is how will happen both at fault or not at fault.
My case: a guy who hit my car got the Shannons Fully Comp under his business name.
1. Shannons roadside assistance will take a long time to take your call. They say 15-20mins to wait but easily takes 35-50min.
2. Shannons operator has no idea if you don't have a policy number with you.
3. After all the trouble to get the policy number from his business boss on Saturday evening and reaching to Shannons for hours, a operator told to use my insurance company who is not at fault....4. My car insurance takes no time to get my car to tow away and done all in 15 min. 5. Shannons asked to transfer my car from a great car repair center to their unreliable smash repairs Top Tech Panel. 6. Neither their repairs nor Shannons never contact you and you need take the actions. My car was written off and although I have argued my points with the car assessor Isaac, It was $1000 less than the market price. These process took from 1Feb20 to 6Apr20. My workmate's family had another issue happened with Shannons in Nov19 and they took over 3 months to get their car repaired. I recommend if you already have Shannons insurance, use a lawyer from the start to solve the case or change to a reliable insurance company immediately.
Shocking service! Customer service training required urgently.
Shocking service! I've been with Shannons for a number of years and was recently in and out of hospital with a serious breakdown. Shannons sent me emails about my overdue car insurance premiums and just cancelled by policies without even trying to make a simple phone call. When I contacted them and explained what happened, they simply ignored me and said that they don't contact customers by phone. They completely showed a lack of compassion and just stated that I should have checked my mail. I was in hospital for Gods sake. A simple phone call could have saved me this additional anxiety.
Purchase Shannons car insurance at your own risk!
We had multiple policies for a number of years, claim initially approved but next day quote for additional damaged submitted to purposely write off car. Shannons contacted VicRoads to write off car before they contacted us. AFCA supported Shannons at every turn, although they mislead them with non-current product disclosure statement, if you don’t believe our story check AFCA stats online to see what chance you have of getting a fair go.
Shannons are only the face of the company you have to deal with when you make a claim, never again!
No trust in Shannons to provide what you pay for.
Amazing service and support
This is the second time that I had to make a claim with Shannons and I still keep my no claim.
Their staff and service is awesome they paid out fast
Very happy with my shannons claim
We have been with shannons for over 15 years. Recently I made my first insurance claim ever. Shannon's were brilliant, they didn't need lots of paper work or ask lots of questions. They suggested a repairer close by, but said I could get a quote from our regular repairer if I wanted. The claim was very easy and fast and the time for the work to be arranged and completed was amazing! They suggested I use windscreens Obrien but also said I could use another windscreen provider if I chose. It took less than 3 weeks from my first phone call to shannons to having my car returned repaired.
More damages to my car and lied
These people are dishonest, lies thru their teeth, I bought my car back from them because it’s not viable to fix but I got my car back with more damages and no longer drivable (broke my gear shifter), and they wouldn’t reduce the price or fix it. Passed me around different people who tells me different things.
Unbelievably rude and would not give me a quote on a modified car I was looking to buy
I asked for a quote for buying a modified car and because I didn't go to car shows and have a suped up modified car already, I wasn't an acceptable person who fit their model to get a quote from them. Couldn't believe they refused to give me a quote! What company refuses business just because I don't have the car they think I should have now? Still shaking my head in wonder of the rudeness and dismissal I was given.
Terrible customer service
Lost a car in the recent ACT hail event. Shannon’s very extremely efficient in collecting the excess payment from me however not a single phone call or update was given after that time. No hire car, no assistance provided inspite of having comprehensive insurance. I will never deal with Shannon’s again. 5 weeks on, still nothing.
Lost me on my first call for a quote.
Not a fan of Shannons from the start.
When I rang for a quote for my new scooter I felt like I was put through the wringer and spat out. The questions where more intense and personal than any of the other insurance companies I had rung that morning. Not to mention the conversation took a long 20 minute. At the end of this service they gave me a quote of over double the price of the other quotes I had. Oh, I have to say that Shannons were friendly (or over friendly) to the stage of after 20 minutes I was praying this conversation would be over soon.
Thank you Shannons Insurance
Loss my 71 Valiant in bushfires Dec 19 Shannon's dealt with claim very quickly and efficiently and all by phone They also looked after numerous friends who lost everything ie house extremely well thank you
great service,totally drama free claim
recently made a claim for a motorcycle that my son had an accident on (total loss) and the process was great. claim paid out including riding gear and helmet within ten days.
Absolute disgusting service.
I had a vintage bike accident nearly 8 months ago. Shannon's being useless and unreliable as the worst of them.
Ombudsman had to be contacted, even they were amazed at how bad Shannon's are. Pbuh.
Shannons enthusiastically difficult
Had locked garage broken into and items stolen from the classic cars insured with shannons. Telephone call to them and was advised that I was covered for this loss. lodged a claim online. A week or so and nothing. telephoned after 2 weeks and shannons had no knowledge of the telephone call and online claim. Asked me whether I wanted to make a claim. said yes. Series of emails providing police report, receipts, photographs, quotes etc and nothing but computer generated letter saying thanks for that. In fact have not had an actual person contact...me or a name to handle the claim. Another telephone call to them and they said wont process claim until excess is paid first to them (dont know if this is legal.. thought the excess was deducted from the claim?). So nearly 9 weeks on and nothing, no contact, no claim settlement. Really poor service, was warned by a few people in the car club that this is what they are like. Dont insure your classic drive with them, let alone your house!!!!!!!!!!!!!
They are Brilliant
Unlike another insurer who I had an agreed value should I loose my 1967 MGB but who automatically decreased it at every renewal, Shannon's have not only maintained but automatically indexed up the agreed value by what appears to be CPI (I never was good at math). When I first inquired they were brilliant, asked what I would say were reasonable questions about how secure the vehicle is, what if any systems to deter theft and where it is housed (after all you could pick the ignition of those old cars with a booby pin, which I have) and after lear...ning the various variations I have made to make it almost impossible to hot wire, their premium for a higher value plus cover for my spare parts and tools was most reasonable. Admittedly the proof is the claim process which I have not had to utilise, but when I have with other companies when my boat was stolen, that insurers utilise private detectives to ensure it is not a false claim is not only reasonable, in the long run it reduces premiums, and having one gentleman investigate my then claim with another company was most courteous and professional, sadly there are scammers out there, a fact that we should all appreciate is why insurance companies like Shannon's do their best to protect genuine insurers with lower premiums by investigating claims. It is reasonable I just wished they insured boats as well
Worst Company I have ever dealt with!
Even though their Policy states that you have a choice of repairer when I complained about the smash repairer they wanted to send my car to they did not want to give me the option of taking it somewhere else. 8 weeks later still no car, neither Shannon's or the smash repairer care about costumer services.
I submitted a claim for minor damage (scrape to the front bar and left rear quarter panel) on an immaculate late model Lexus IS350 F Sport. I wanted to choose my repairer but the Shannons rep told me that if I didn't go with SmartRepair (owned by Suncorp who also owns Shannons) my lifetime repair warranty would be negated. This turned out to be misleading but I very reluctantly agreed because I was led to believe I essentially had no choice. SmartRepair inspected the car and told me they'd only paint the damaged half of my front bar, and patch ...repair the rear, and wouldn't take responsibility for how it looked. I spoke to Shannons and the Manager of SmartRepair and said it would look ridiculous to have a half painted front bar, which led to excessive hours on the phone but both finally agreed to repair the damage correctly by blending the repair with existing paintwork. So at this stage hours of work and frustration just to get a reasonable baseline repair. SmartRepair botched it - massive orange peel effect and dirt in the paint, marking tape and buffing compound all over, badges in the wrong place etc. Thankfully the Suncorp assessor, the only cogent person I spoke to in this process apart from the second repairer, agreed it should be redone. Throughout this several weeks long process the people I spoke to at Shannons were despairingly hopeless. Lots of oohs and ahhs about how sorry they were etc but zero actual difference made. No response to the lodgement of a formal complaint, getting told one thing by the assessor and another by the phone robots...'the policy says... the policy says' is the only thing they seem to be able to parrot even though the situation wasn't appropriate to a cookie cutter approach. And then they slipped a doubling (!) of the excess on that car into my renewal despite having only 4 minor claims across several vehicles I've had insured with them for 15 years. I live in a rural area and if I hit an animal on the road it's on me ie I have to pay the $1300 excess. Driving the car is like having a loaded gun at my head. So Shannons misleads me about choice of repairer, pays for a botched job with a hopeless repairer, has to pay again to get it rectified, and then hits ME with a double excess. I asked them to reconsider, offered to pay a higher premium but lol my no claim bonus is protected so the only way they can manage the risk is by upping the excess. Hmmm...what risk? None of the other cars I insure with them went up in excess or premium but I guess they have to claw back the money somehow. Recently I submitted a claim for a Mustang windscreen, which has a large and obvious forward facing Ford logo at the top in front of the rear view mirror. I was sent to OBriens who told me that their screens don't have the logo. I asked Shannons to approve an oem screen due to the difference in appearance and...wait for it...they declined stating 'the policy only talks about functionality' about ten times. When I finally got it through to someone that the car would actually look visibly different with the OBriens screen, which is something that's important to an enthusiast, and maybe someone with discretionary power should be made aware of the situation they escalated to a manager after a 28 minute hold. The manager then went down the '....policy only says functionality must be the same...' path a few times before I had to point out that I already know what it says but the people writing the policy probably didn't conceive of a situation such as this as screens aren't usually an active part of the car's appearance. I asked if this means they could insist on the use of other non oem body parts that were functionally the same, but changed the appearance of the car, but predictably was met with silence and an offer to escalate it to a dispute. Goodness me folks, I don't want a dispute I want common sense. I know the outcome...'the policy says....' The marketing of Shannons being tailored towards enthusiasts or largely different to any other insurer is misleading, and what people once appreciated is sadly long gone. Their only real point of difference is choice of repairer but GIO has this too. Essentially you're dealing with Suncorp and when you talk to a person who answers the phone 'Shannons' they also answer calls with 'Suncorp'. I suspect they'll keep taking the same money but increasing profit by providing rubbish service such as SmartRepair, and that the Shannons brand will disappear in the not too distant future.
Absolutely disgraceful service. Avoid!!!
My car was backed into 28th October by another party insured with Shannons. $3200 damages. Sent them my quote for repairs by email within 2 days. Month later they said need pictures of every panel, speedo, vin & gearshift!!! Haunted them for another 2 weeks before claim was settled. As an owner of 5 cars, ( 2 classics ) a house , contents & a boat. I definitely wont be dealing with this organisation.
No care for members or ownership of mistakes
I have full comprehensive insurance. I made a claim on the 14th of October for my car which was broken into. It is now the 25th of November and my car is still not repaired it took 3 weeks for the assessor to tell the mechanic that the repairs have been approved and could go ahead. I rang twice during this time and on both occasions was told that repairs would start the next day. When I asked for compensation for their mistake I was told that it wasnt going to happen. This is our work car, it is used everyday. I asked for a replacement car and ...was told thats not going to happen. Shannons used to care for their members but now since being taken over by Suncorp their care and service is horrible. There is no point paying top dollar for budget service I am now shopping for new insurance. Oh and even though I havent had my car for over a month they still charged me for the months insurance. I hope insurance law does something about this. Shame on you!!
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