"New for Old" Scam
We purchased home & contents insurance based on Shannons "new for old" policy, which claims to not depreciate goods. Yet we are fighting with Shannons to replace our $2000 TV with a $2,000 TV equivalent. They try their hardest to wiggle out of "new for old" and want to replace our $2000 TV with a $500 TV then have us pay $500 excess. Plus we are out of pocket $230 for a service provider report on the TV they wanted prior to approving the claim. When I asked them to pay out the claim and we would purchase our own TV, they said they would onl...y give us $500 because they receive heavily discounted prices from their wholesale supplier partners and would only provide us with a payment equivalent to what they can purchase it from their discounted partners. This claim has been going on for weeks with a different person handling the claim each time which makes the process very difficult. Their "new for old" is a rort to entice people to purchase insurance. Don't waste your time and money on Shannons Home & Contents Insurance. They should stick to motor vehicle enthusiasts. Which has me wondering now how they now deal with this side of the business.
Can no one answer phone
Trying to contact them on phone is nigh impossible have tried 3 times today each time waiting 30 / 40 minutes claim not resolved have been with Shannon’s 10 years a possible change will be considered.
Do not use Shannon’s they can’t conform to their PDS
The policy is good value but they choose to cover nil
It seems they can’t deliver on the pds, they want to only partially repair a third of a ground wooden floorboards from water damage don’t they realise mould get worse with time. Do not use this company bunch of corrupted incompetents
- Verified customer
Easy Claim process and quick settlement
We have had our Contents Insurance with Shannons for a few years and this is the first claim we've needed to lodge (thank goodness).
Everything went very smoothly with our recent claim. We were given advice on the process, what is required etc., to ensure there were no problems.
Yes, they did ask for the excess to be paid at the time of lodgement - but we expected that!
Our claim was settled within one (1) week! Can't do much better than that!
We would highly recommend Shannons for Contents Insurance.
Hopeless insurance cover
They are quick to demand you pay your excess before they do anything else. Then they employ cowboys to do the work. You get no communication from them as to what is happening. You wait ages only the phone only to get someone who can't answer your questions. You have to go through multiple assessments to get anywhere. Then it takes months to get a pay out. Not happy Jan barely covers it. Will be changing companies as soon as all the mess is sorted and definitely will not recommend to anyone.
My claim was rejected they say due to maintenance not storm damage been with you guys for years I didn’t want much a few thousand $ but your accessor never returned my calls and I just got passed from one to another
I gave one star, only because I needed to in order to write a review
4 weeks ago (on a Friday) our fridge caught fire from a capacitor in the top, leaving us with no fridge.
Rang first thing next morning and told that the next working day (Monday), a technician would be in touch to assess the damage.
We advised them the fridge came with the house when we bought it, was close to 10 years old and we were not even considering a repair to it due to it's age and the possibility of another fire.
No tech rings, no contact from Shannons or their claims department either.
Fast forward 3 weeks and we finally get a call f...
- Verified customer
Service was great - claims process could do with some improvement
Our fridge stopped working after 10 years of solid service and Shannon's came to our rescue with a part replacement thanks to our fusion motor coverage. Shannon's cover motor burnout regardless of age which is very impressive.
Shannon's call centre staff were great, they seemed to be from an onshore call centre and were very understanding of our needs.
Here is where the process could be improved - in order to get an assessment of our broken fridge we needed to be contacted by a company in Sydney (within 2 business days), once they are in...touch they get a local company to come and assess the motor ( 2 more business days), the local company then writes up a report (2 more business days) this is then passed to the company in Sydney who review the report and write another report for Shannons (4 business days) this report is then passed to Shannons who agree to help with a replacement by sending a request to Harvey Norman (2 business days) who then call a local branch and agree delivery of the product (2 more business days). I think you can see the issue here - it's a perfectly fine process but once you add up all of the business day Service Level Agreements you end up with about 3 weeks worth of time, at best, from calling Shannons to receiving a replacement fridge. I imagine that this process could be streamlined. Other than that I can't speak highly enough about them - they were able to source a replacement fridge at an excellent price that we put the claim money against and we couldn't be happier with our new fridge.
Great for Cars not for Houses
Why would you have a contents policy without accidental breakage. Why would this be an optional extra that you have to add to a policy?
You'd think it would included with the basics . Even if it was extra on the premium each month ... no they wait till you want to claim to tell you you don't have the cover...
They have never let me down
So i pay around $100 a month and Im telling you its the best value. i have made 2 claims in the last year. they totally rebuilt my dinning room and lounge from the ceiling down due to rain damage and then last week our son burnt down our kitchen and the total is coming up to $50k and we are in a nice hotel while we get it all fixed.
Thank you Shannon's you guys rock!!!!
They will gladly take your premium with a smile. If you need to make a claim they look to what is not covered first and will focus on that . The pds is joke . Forget about explaining what happened , because the answers from Shannon's will be sorry you are not covered for that. Shannon's was once a great company , people need to know that suncorp is the big boss .
10 years of loyalty and a claim was refused based on wording that is very very vague and. 2 engineer reports clearly agreed that damage was cased by water . This leaked water via...an under ground pipe to the foundation of the home . They policy clearly stated escape of water from a fixed pipe is covered. Here is where it turned bad . The pipe was damaged by a tree root. The roots and tree where away from the building and no damages where cased by the tree. The foundation was damaged due to excessive water . But the policy says damage caused by trees or the actions of roots are NOT covered. And they just stopped caring full stop. The escape of water is covered but because the pipe was damaged by the tree the refused to honor their product. It's amazing that the ACC can let them sell policy wording and get away with it. Half way through the terrible process they even tried to deny on grounds saying that foundations built 40 years ago do not pass today's standard code. I'm sorry but are people expected to tear down their homes every few years. Another family member also made a claim for water damage ,, heavy rain fall cased his gutters to over flow back into the roof , the tried to tell him his gutters where too small and the water flow was restricted hence why his roof flooded ,
Making a claim
Rang to find out about a claim on some antiques that were accidentally broken, shocking response, after being with them for 4 years and paying high premium, only to be told we didn't take out accidental coverage, which was an added extra...don't go there.
We had to make a claim and has been nothing but trouble from the time there unqualified trades came to fix it has been over 3 months and the issue is not sorted do yourself a favour and go elsewhere once I finally get my claim sorted I will be gone the staff are rude and unhelpful
Unfortunately had to make another claim for theft of contents this time, could not have asked for an easier experience this time no jumping through hoops, no red tape straight into it, had the assessment done within 48 hours, claim was being acted on within a week of incident, very happy with there service this time, if it was only this easy all the time well done Shannon's.
No Idea How To Communicate & Are Good At Procrastinating
Someone hit me recently & they only caused monor damage to my valuable rare automobile. Shannons are procrastinating & taking months in assessing my vehicle yet with ample photos issued to them along with police report, etc. etc. Omg this is only a $1200 claim! Has anyone seen how long they have you wait when you phone them just to ask about your claim? They seem to have a high volume of calls everyday everytime all the time!! You just don't know what an insurer is like till you go thru a claim process.
I'm now going to use as a promotional...
Absolutely disgraceful service
Home insurance claim, so had local builder look at issue. Shannons assessor agreed on site with builders findings, then provided different findings to Shannons , allowing them to disallow claim. Then spent over 110 minutes on numerous telephone calls trying to get them to return my calls, hasn't happened. They are obviously either incompetent or corrupt in how they deal with their assessor and claims. I believe they pay assessors to deny claims and save the company money.
If you do here’s what’s likely to happen…
You have a tree take out stairs to your house, eventually after about 3 months of taking your life in your hands to get to your door they will FINALLY send someone to fix it.
The crappy workmen they send will do a terrible job and use old broken materials even tho they claim its all new for old. They will leave untreated arsenic wood for a bannister against Australian recommendations and despite the fact that there is a 3-year-old using the premises and the increased risk to young children.
Great .. Unless you need to make a claim then be prepared to spend half your life on hold with them
The sales staff and claims lodgement staff are great but from there it all goes downhill. On lodging the claim I was told it would take about a week. After 5 weeks I am still waiting for my replacement TVs, modem and laptop after a power surge cause by a storm (confirmed in writing by the Electricty company) I was told 24-48 for an assessor, it took a over a week through no fault of the assessor who was here the day they appointed him and sent the report back to them to following morning. I was assured within 21 days from then I would have the ...items delivered to my door. Since then it took 22 days for them to simply obtain quotes for 4 items. Now 2 days and counting for them to decide which supplier they want to use .... It takes over an hour of being on hold to get through to them and they never call you back when they promise they will. As soon as this claim is settled Im cancelling all my policies with them. A good understanding of cars and no problems with agreed values, good prices and multi policy discounts. The worst claims service I have ever seen and I work in the insurance industry on the assessment side so I am dealing with claims all day everyday.
Questions & Answers
what can you actually claim for without proof of ownership i have next to no pictures and my case with all my documrnts was taken when my house was broken into
Hello .. without knowing exactly what items you are claiming, this is difficult to answer.
As you'll probably lodge a claim, I suggest you telephone Shannons and explain your situation.
They will definitely need to know what individual items you'll be claiming, and will more than likely ask for the details of the Police Report for when your home was broken into.
Sorry I cannot be of more help, but good luck.
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