Toyota Motor Vehicle Insurance

During the phone call with the representative from the Toyota insurance company, I was informed that the excess I paid would not be reimbursed, even if the other party is found to be at fault. This is difficult to justify, as I do not believe I was at fault and was required to pay the excess due to the insurer’s failure to resolve the matter over a four-month period. Show details

Extremely Disappointing Claims Experience. If I could give -0 stars, I would I would strongly caution anyone considering this insurer to carefully review their options before purchasing a policy. I am currently in the middle of a claim, and the level of service I have received has been extremely disappointing. The waiting times are excessive, yet… Read more

I have repeatedly been told they are "reasonable." I was advised that it could take up to three weeks just to have my vehicle booked in for repairs, which is difficult to accept, particularly when I am not the at-fault driver. One of the first things I was told after lodging my claim was that I would be required to pay an excess of $1,350. This was despite providing a detailed incident report, photographs, and diagrams that clearly supported my account of the accident and demonstrated that I was not at fault. I was then informed that the other driver would be given up to three months to respond with their own statement and supporting information before liability could be determined. In the meantime, I would remain out of pocket for the excess. What I found particularly frustrating was the suggestion that the other driver could simply dispute liability regardless of the evidence already provided. This gave the impression that my evidence carried little weight and that I was being treated with unnecessary scepticism despite being a paying customer. The handling of information gathering was equally disappointing. The other driver was aggressive and confrontational at the scene, to the extent that police assistance was required. Despite being informed of this, I was asked whether I had the other driver's phone number, as though I should be responsible for collecting information that I pay my insurer to obtain as part of the claims process. Throughout my dealings with the company, the term "reasonable" has been used repeatedly to justify lengthy delays and poor communication. When I lodged a formal complaint, I was informed that it was "reasonable" to wait up to 30 days for a response from the complaints department. I also requested to speak directly with the person managing my claim but was told they were unavailable and was redirected to another representative. Overall, my experience has been that customer service is prioritised when premiums are being collected, but when a claim is made, the process becomes unnecessarily difficult, slow, and frustrating. Prior to this policy, I was insured with NRMA for many years and had consistently positive experiences. I only moved to Toyota Insurance based on recommendations provided at the time of purchasing my vehicle. Unfortunately, my experience has not reflected those recommendations. In contrast, my previous insurer never required me to chase information from the other driver, repairs were organised far more quickly, complaints were acknowledged promptly, and the claims process was significantly more straightforward and customer-focused. Once this claim is resolved, I will be returning to NRMA. Based on my experience, I would not recommend Toyota Insurance to others.

They tried to get me accept a cash payout for repairs when their customer was 100% at fault (hit my parked car), dragged the claim for months and only caved when legal got involved. Show details

Very disappointed with our claim process. I was struck by another driver on the backend of my car coming out of an intersection. The other driver driving recklessly was over the other side of the road as they had cut the corner moving too fast.… Read more

Photos from the accident showed this clearly. Toyota Insurance from the onset appeared to side with the other driver. They awarded against myself and held me at fault without any further discussion or investigation. There is no transparency in their process and I was told there was no use complaining as it was already done. After many years as a loyal customer, we are moving to Hyundai and all their associated services. Will be the last Toyota we will purchase. They expect photos and as much detail in the initial digital submission then require a further handwritten and hand drawn diagram - 1990 called and wants their technology back. Save your money and choose a better and more experienced insurer like Youi

Appalling customer service provided by the underwriters 'Adica' who represent the brand Toyota Insurance. Had been with them for years and they had been sort of ok. Following a recent claim I now realise that I should have not paid all those… Read more

expensive premiums. They just didn't care at all, how on earth did they get named the Small-Medium General Insurance Company of the Year at the Australian Insurance Industry Awards in 2024 - it must of been bought or lack of competition. DO NOT INSURE WITH TOYOTA INSURANCE//ADICA. Time to sell my Toyota, I don't want anything to do with Toyota or their insurance.

We had been insured with Toyota Insurance for about 4 months when our windscreen was hit by a rock from a passing car. I phoned Toyota, who were extremely helpful, and the whole matter, which required a full windscreen replacement, was settled within an hour, even up to the Toyota team making the appointment for me to have it repaired. I was… Read more ·  1

amazed by the ease of the whole experience, and will not hesitate to recommend them to anyone needing car insurance.

Toyota Insurance were great processing the claim but could have been more proactive dealing with repairer who took 7 weeks to repair the car. The Toyota app showed they worked on it for 3 days only! Show details ·  1

My car was a total loss and the staff members I dealt with made the whole process as stress free as they could from when I submitted my claim to the best outcome for me. I would definitely recommend them to my family and friends Show details ·  1

To better service me in the future, I would appreciate regular updates regarding the progress of my claim and proactive follow-up with the third party on my behalf. Keeping me informed throughout the process would help reduce uncertainty and provide reassurance that my claim is being handled efficiently. I would also appreciate clear communication… Read more

about my insurance coverage, accurate information regarding excess payments, and timely assistance from knowledgeable staff. Better coordination between the insurance company, customers, and third parties would greatly improve the overall claims experience. Thank you for taking my feedback into consideration.

Called Toyota Insurance on 1300 658 027 (number on my policy). While on hold, I was directed to make a claim at insurance.toyota.com.au/claims, but the website is showing an error. Pretty poor from a major insurer. Show details

I am extremely disappointed with the renewal process and customer service at Toyota Insurance (ADICA). I have a 2016 Prado GXL with extensive professional modifications, including a certified 3500kg Lovells GVM upgrade, a 340Ah triple lithium power system, and high-end touring gear like a CampBoss Fusion rooftop tent and Rhino-Rack Backbone… Read more

system. Despite providing itemised evidence of these modifications, Toyota Insurance insisted on an Agreed Value that significantly under-represented the total build. This would have left me with a massive coverage gap if the vehicle were written off. I attempted to engage with their team via email to provide a full schedule of modifications and request a manual valuation. Instead of a personalised response or a phone call to discuss the build, I was simply met with automated renewal reminders that completely ignored my concerns. It is clear that their system is not designed to handle "real" 4WD builds or GVM upgrades. If you have extensive custom work, you are likely massively under-insured with Toyota. I have now moved my business to a specialist insurer who actually recognises the full replacement value of my vehicle. I will not be recommending Toyota Insurance to any serious tourers or 4WD owners.

No body likes to have to go through insurance claims, but the experience of my claim with Toyota Insurance was as smooth as one could ever hope for. The claims staff were friendly and helpful, assisting me with follow ups and they worked very well with the Toyota Service department. Communication is King and I never once felt in the dark or… Read more ·  1

unsure of the process, and that facilitates a good process and experience. Very happy with the insurance team, many thanks…!

really happy with the service. The process was easy, staff was really helpful and my claim was handled quickly without stress. Good value for money and great customer service Show details ·  1

The true value of an insurance product is demonstrated during the claims process. In this instance, the service delivery has fallen short of reasonable expectations, and the experience suggests a need for significant improvement in claims handling and customer communication. Show details

Toyota Comprehensive Insurance has been a great choice for my car. The coverage is reliable, claims process is smooth, and I really like that they use genuine Toyota parts for repairs. Overall, good value and peace of mind . Show details ·  1

Hi, I had Toyota hilux rouge 2024 model Ute caught on fire while it was parked. The incident happened on February 2026 Toyota has officially informed me that they are going to allocate new vehicle like-to-like which is 6 to 7 months wait It’s been 3 months when I am asking what’s going on with my claim, they keep replying its in process I am… Read more

without car or loan car because my insurance policy cover for 30 days only.

From 2 months I am having rental car out of my pocket Even if they will give me new Ute which is 6 months waiting I have to pay for rental car for next 6 months as well

Worst customer service I feel trapped Today they mentioned if I am not happy take this matter to afca

I am still paying insurance when I don’t have vehicle I am still paying car instalments I already paid 1 year of rego

I installed electric breaks and Anderson power point Which they are saying I have to provide receipt to get those

I can’t give a 0. I was involved in a rear ended accident in my brand new Landcruiser Sahara less than 2 years old. Lodged a claim with Toyota. No communication to keep me informed. Had to call and ask for updates myself. Complained to internal dispute team. One of the worst teams to deal with. Currently have a complaint with AFCA. Didn’t want to… Read more

use new parts and wanted to cold pull damaged parts which is against the PDS for new vehicles less than 5 years. Decided to remove my not at fault hire car after 30 days as I have complained to AFCA leaving me as a carer in a vulnerable position. No empathy, no putting themself in customer position. Have lost faith in the under writers, internal dispute team and awaiting a determination after more than 6 weeks likely doing to drag on with AFCA and leaving me a customer who paid premium insurance likely without a loan car and vehicle for more than 3 months. Pay some extra money and insure with someone else. Never again will I go with this underwriter.

Had small rock hit the windscreen of my Rav 4 and made a small crack, one phone call, no problems, easy as, beats any other insurance company I have ever had to deal with. Awesome easy experience. Show details ·  1