Vero Secure Motor Plus Car Insurance

Poor customer service. Never respond to any emails. When discussing on the phone and they say they have done something, only to ring back a week later to find they haven't done it at all. Then deny any record of the phone call. Show details

I have spent 4 hours on hold trying to book a windscreen repair. Refused to use genuine parts, even though the manufacturer states genuine parts must be used. Vero would only cover the cost of after market parts at their preferred repairer which is 90 minutes drive away. The claims team won't respond to emails. Show details

They still do car insurance, not sure why there are comments saying they don't. These guys are the slowest and dumbest people I have ever seen. God help me, I am currently processing a claim. I advise you to never use this company and save yourself the headaches Show details

Amazing Car Insurance Experniece – I had an amazing experience with Vero and the final write-off payment as well as car hire. Everything from the start to the last point was pleasant. There might be some improvement in process speed, however, the final outcome was professional and pleasant. Show details

Excellent service – We used Vero because of the novated lease arrangement. The test of the worth comes when it comes to making an accident claim. They have been excellent, organised rental car, had everything in writing as well as on the phone. A pity that the initial claim phone call took 35 minutes but everything else after that has been above expectation. Show details

Excellant Service – A lady insured with Vero ran up the back of my vehicle spoke with Vero at scene of accident who said I didn't have to go through my insurance company and within a half hour sent me an email with claim no so I could have my vehicle repaired. Have never come across such efficiency with no hassle thence 5 stars for service Jim Morley WA Show details ·  1

I have a novated leased car with Vero Insurance. (Not my choice...) One day, the car was stolen, and I reported it to claim the insurance. However, the claims officer didn’t seem to take it seriously. They just sent an email and didn’t follow up with any further action. As a result, I had to contact the police, the agency, the Toyota dealership,… Read more

and so on — forwarding messages, making calls every time after sending emails. every day and every time.

It’s been a crazy process, and I’m still waiting for a response from the claims team for 3.5 weeks. Can you believe this situation? Do use this....

Abhorrent Absence of Soul – NO NO NO Run and don’t look back. If you’re a fan of gaslighting, and being frustrated and nauseous from stress Vero is your company. They confuse, ignore, lie and manipulate you. My car accident was in September 2024 I will be without a car until May at the earliest and guess what I am supposed to give back the hire car!!! Imagine my confusion… Read more

and shock when I got that doozy of an email. How do I get to work? How do I pay for the actual car I can’t drive if I can’t get to work…? Wth am I supposed do here…..? Love a current affair to do a show on Vero!!

DO NOT GO WITH THIS COMPANY – Doesn’t deserve the one star… this company is the absolute worst insurance company to ever have dealt with. 3 months without a car for non at fault accident and no hire car from these guys. Is criminal. DO NOT GO WITH THIS COMPANY Show details

Very unhappy with Vero – Disorganised, deceptive advertising and not suitable for members of the public - seems to be set up more for businesses. After 14 days of my vehicle being lost due to theft, the insurer is trying to wiggle out of the payout. Not sure why my novated lease company goes with them. I will not be using Vero for my next vehicle. Show details

Very, very, very poor – I strongly recommend not using Vero, worst customer service I have ever experienced. Constantly having to contact them to follow up on my claim, with very little help Show details

Don’t touch this company – If I could give zero stars I would. Had a tree land on the roof of my Ute, damaging almost every panel on the car including most of the after market accessories. Took almost 4 weeks to make a decision whether to repair or write off. 6 months and counting and still not fixed. Hire car in insurance only covered 30 days so 150 days and more of… Read more

having to borrow a friends car. Little to no communication or updates and every estimated date of completion has come and gone. Stay away from this company at all costs!!!

Worst service - go elsewhere – Vero claims is the worst I’ve experienced in 20yrs. Complete lack of training leading to incorrect info provided. Assessor’s take weeks to book in before claim can be approved. Then when you call back the day after they tell you it hasn’t been assessed and cannot give any answers as to when it can be done. I’d be happy to pay more and go with NRMA. Show details

Don't waste your money, worst company – very bad company and they are not fair at all , someone did hit my car from the back while my car was completely stopping , not my mistake at all and they refused to fix my car, worst company , my rate is 0. Show details

Take this as a sign to NOT do it – Car got written off. Made a claim. I gave them the police reference number for the girls the details. They asked me to go to court and get them??? Weeks go by, they do not email you in regard to what is going on, whether it has been accepted or not. I have to keep ringing to know. They say they’ll do x, y and z, it never gets done unless I put… Read more

pressure on them. I asked for a courtesy car 4 weeks deep into waiting (I was ubering to/from work), they told me yes, then told me no when I followed up? Then they said yes for “only for 2 weeks max” and then no again.

Fast forward a month and a half. I have been told it’s getting written off & I’m getting paid out. Has been a week and no payment. Rang them and can barely get answers out of them. They claimed calling my finance company, then when I asked what was discussed they changed the story and said no one was answering? They’re not honest it goes in circles. I then got paid out and they tried to make me pay $600 upfront to close the account.

Worst car insurance company. Won’t ever go with them again.

Woeful communication – 5 weeks and still waiting for a quote and then timeframe on repair. Absolutely woeful communication and slow. I have had to call multiple times to get an update (because otherwise it’s just radio silence), and to remind them to extend my hire car covered on my policy so I’m not driving around illegally in the hire company’s property as Vero forgot… Read more

about it. Keep getting “sorry” but same behaviour continues. If it weren’t the default insurer through my salary packaging, I would not choose Vero again.

If I could give zero stars I would! – I have a claim still going from the 6th of July 2023. It’s now November! I went with their recommended repairer . Big mistake! I was asked to take my car for an inspection at the repairer so they could assess the damage and order parts. I was then told not to drive my car in case it blows up. I contacted Vero to organise a rental car as it’s… Read more

included in my policy. All was good until their recommended repairer has taken months to even start on my car, therefore the $3500 limit for the rental had been reached before even starting the repairs. I received a call from the rental company informing me that the car was a few days overdue to be returned and that it would be reported stolen if not returned by the end of the day. I returned the car and have had no car since. That was 6 weeks ago! My car was due to be picked up on Friday, 3/11/23. I received a text from the repairer on the 1/11/23 to inform me that it won’t be ready as they are waiting on a fan shroud. I have contacted Vero to get them to contact the repairer and urge them to finish my car as I need it to get to work. They have done nothing to help me. I just have to wait as long as it takes apparently, and who cares if I lose my job? I have since received another text from the repairer on 9/11/23 letting me know that they are still waiting on the A/C pipe!! First it was a fan shroud, now it’s an A/C pipe. I’m just getting the run around cos they are way over booking themselves and don’t have time to finish the job. The purpose of taking my car for an inspection back in July was so the parts would be ordered and ready to go when the car was due to be taken in to start the repairs. It’s now mid November and im still waiting. Stay away from Vero insurance and their recommended repairers, they are useless!!

Not helpful at all – Poor service, you never talk to the same person on the phone, no one take ownership of your claim. A very expensive policy. 5 moths to settle a claim with a lot of stress. Do not use this company. Show details

Seem not to pay the car rental fee – They asked me to provide the receipt of payment, I have sent them twice and today they asked me again. If you don’t want to pay, just say it, don’t be time waster. Thanks Show details

Hopeless company to deal with – Trying to get in touch from last two days. One call lasted for 1.35 minutes and then dropped. Second call for more than 25 minutes and then call dropped. Trying today from last 30 minutes, still no luck. Seriously will not deal with this company once the claim is processed. Show details

Very poor customer service – hard to get to talk to someone - I just need a claim number for a windscreen repair. It should be so simple - but these people are so hard to contact. Was on hold for 30 mintutes and the call just 'dropped'. 45 Minutes the second time and still waiting. These company should hang it's corporate head in shame. Show details

Absolutely the worse – Was in an accident and not my fault, over 5 months and still waiting to get reimbursed for car rental, and still haven't come to the party for getting the wrap on my van redone, they want to do 2 panels only! NEVER MATCH. ACCIDENT NOT OUR FAULT! WE will take this to court soon! Show details

My car was written off but payment withhold – My car was written off but Vero insurance would not pay the money because the other party hasn't paid their excess. So now I'm left without a car and no money to buy another with! Is this supposed to work like this? Is this what we call fairness and justice??? If this isn't resolved anytime soon, it will start affecting my ability to go to work and my income as well!! Show details

Impossible to contact - Ignore emails and takes days to get through to on phone – They are the chosen insurer of the car lease company. I made an online claim and they closed it without doing anything, contacting me or reading it. I tried to reach them on the phone. Spent hours each day on hold. Sometimes you could hear the extension ring but no one answered. I email them without them replying. So I used one mobile to call… Read more

them and used another for my calls while I was waiting. After three days of trying they answered and now I have to have the vehicle assessed. For the next car Lease, I do I will tell the leasing company either I pick the insurer or I go to another leasing company that will let me choose the insurer.

Incompetent, unreliable, impossible to contact – Impossible to get them on the phone, if you do they'll tell you it's the worng team and put you on hold for 45mins only to reach the wrong team again. If the right person answers it's a good chance you'll get placed on hold and end up with the wrong team again. On top of that repairers refuse to work with them as they don't accept quotes. So if… Read more

you insure with them prepare to stay on hold for hours (literally), get the run around, and get your car repaired never

Don't even think about it – I've spent about 10 years with Vero, because my salary packaging company bundles it in. There is an option to find another insurance company and I strongly suggest people do so. Been 15 years since I got my licence and i've never even had a scratched car door, for clarification. My house got broken into, my car keys were taken and my car stolen.… Read more

The police found it in about 12 days. So, lets go over the insurance you pay for vs what the results are. 1: The car was found several months ago, but has not even been assessed. It's been moved between multiple locations (no reason given) and you have to go out to those different locations to confirm various things and sign papers. This will happen at multiple locations, multiple times. Be prepared to run around. 2: They will organise a hire car, it won't be what you asked for. I requested the cheapest little hatchback and instead I was given an expensive hybrid sedan. This sounds like a good thing but it's not, because it costs more to hire said car which means you get it for less time, which leads me to 3 3: It's been 3 months and my car hasn't even been 'assessed'. I'm not sure what the hell they are doing, but my car is sitting there in a lot with all sorts of damage that needs to be fixed but they haven't even assessed the damage yet, despite dragging me out in the middle of work hours to see it multiple times. It's sitting there, all busted up, and nobody knows whats been done under the hood yet. 4: Since the car hasn't been assessed yet, i've burned through the hire car period. This is one of the biggest pain points. It doesn't matter how many emails you send, they will never get back to you. When you call, you are on hold for over an hour. I'm not exaggerating, it's quite literally over an hour. You will then get hold of someone who you tell that you need to extend the hire car, and they will lambast you for not calling earlier. Emails are unacceptable I was told. Even if you were waiting on a call back from them, from a week prior, they will say it's your fault. 5: Yesterday I had to return the hire car, because they did not extend the hire and forgot to notify me. The last communication I had from them stated the 'manager' would review and extend the hire, and that was a week prior. Since I didn't hear anything and I started getting messages from the hire company demanding the car be returned immediately I braved the hour long wait on the phone, during work time, and asked what happened. Apparently nothing. So I had to take time off work to return the car, and then was informed that I would be charged for a refuel at $5 a litre for a total of $160. No, Vero don't pay for that, you do. 6: I am sitting here without transport, with no idea whats going on with the car aside from a mechanic who told me I won't see it till next year. I paid an excess. I paid an exorbitant fee every fortnight expecting that they will sort me out if something goes wrong. Wonder how much it's been over 10 years. I have nothing, quite literally nothing, aside from a vague timeframe for when they might contact me again. Now lets go through the checklist: Do I feel it's good value: It's a blatant scam Did I lodge a claim and how long did it take to resolve: It's been months and they haven't even assessed the car How long have I been with the company: About 10 years How was my experience with roadside assistance: Funny, I forgot about that. After waiting on the line for an hour I gave up, called NRMA, got assistance in 15 minutes and sent the receipt to the lease company for reimbursement. Vero were NOT involved. Comprehensive they reckon.

Worst insurance, would rate negative if it would allow – Horrible, disrespectful and money grabbing thieves. Worst insurance, car got stolen and crashed and Vero will replace one tyre. Little to no communication and now I am carless and out of pocket. Got comprehensive, but it was a waste of money. Would rate negative if it would allow. Show details

Vero is terrible – Vero offer terrible service. Their phone response is baffling and the "if this then that number" is confusing and borders on hopeless. The "we are experiencing peak call volume excuse" is trotted out whenever you finally do get to speak to anyone (recorded of course and a euphemism for " we are too cheapskate to actually employ enough staff to… Read more

provide even satisfactory let alone good service"). They could lift their game, but they wont. If you are ever offered the opportunity to go with another insurer instead, take it without hesitation.

Absolutely non-existent service – After the claim was entered there has been zero communication from VERO. 2 and a half weeks and the car has not yet been assessed and no one has even contacted me to explain why. 1hr and 3min waiting on the phone yesterday no answer, 42min on the phone today finally answered and promised a call back, DIDN'T HAPPEN. priced higher than most others… Read more

at $2000 per year to insure a base model Mazda CX5, and they won't even talk to you (or fix your car for that matter)