Dealing with Vero after my car was hail damaged was frustrating and stressful. The number of hail damaged cars could excuse the length of time it took to progress the claim (2 mths) but not the other things. I got different information depending who i spoke to, and it was often inaccurate or contradicted other advice. I waited 2 hours for a tow that was booked for the next day! When they said someone would call me back they never did, i had to constantly chase them up, each time waiting for 20 mins or more before i reached someone. They didn't ...give me enough info, couldn't tell me when i had the hire car until, where my car was stored, whether i could buy it back. In the end i had only a week to find another car. First and last time i'd use them!
90 days and still waiting
A Vero insured driver ran into me. Dash cam shows him (Darren) to be at fault. At fault was not disputed.
Darren's car was repaired (completed) before mine was even booked in for assessment.
90 days later I am still waiting to have my claim to be settled and only the threat of legal action and a complaint lodged with AFCA has aided in even having an email or phone call returned. Endless hold.
All this for a minor fender bender. Just imagine if I didn't have dash cam.
They have lied on multiple occasions, failed to return calls and stalled in as many ways as possible.
Don't trust them, don't deal with them. Hope you never have to claim from them. Complaints department generally just hangs up on you.
You have been warned.
I lodged a claim and was told it was being processed. After three weeks I was informed that it didn’t qualify. This involved being on hold to Vero for over 6 hours and having to forward the same information multiple times.
Whatever you do, don't sign up for car insurance with Vero
1. Process of claim submission is unclear and not followed by the insurer - they said they were waiting for me to send car into repairer but the first process step was for them to contact me to confirm details.
2. Details of claim I sent had to be repeated on phone and in writing.
3. They don't even know to contact the other party until I asked them to do it.
4. They decided I was liable even though they never contacted the other party
5. They referred to the roadcode on the amount of time looking over the shoulder being insufficient was the re...
Worst Insurance Company PERIOD
As a Vehicle Repairer for a well established Car Manufacturer we have to deal with a lot of Car Insurance Companies. Of all of these, Vero Insurance are the ABSOLUTE worst Insurance company to deal with, their customer service team go out of their way to be unhelpful in every sense of the word they never answer emails or respond to calls. They want to send an assessor for the smallest repairs like replacing a Fog Light which can just be photographed and sent to them with a quote for repairs. But no... Vero want us to hold the vehicle on site fo...r them to organise an Assessor to come anytime to look at the light and determine if its broken.. just to wait another week for approval to carry out the work required.. a job that takes on average 30 mins to do and should be a phone call followed with a yes or no approval there and then.. They then hassled us the next day for the bill which a month later has still not been paid.. Seriously do NOT recommend Vero as your Car Insurance Provider.
Paying for a premium service and receiving vertially nothing in the way of value. Check everything, they will not follow through with any arrangement, payment or booking. Really struggled here.
Awful customer service
I’ve been trying to get a claim through this company for almost two weeks now. Everything seems so hard. Average waiting time ok the phone to speak with their “busy” and “many” staff members is 55min. They make life extremely difficult and the only time I managed to speak on the phone with someone, the lady was very arrogant. Shop elsewhere. It doesn’t surprise me that they have bad reviews everywhere on the web.
No time wasting
It was as simple as making your claim through a phone call, which then provided you with details on who you will be contacting. All details were provided crystal clear and all you had to do was follow the procedure.
Tried to get a claim through this company and they made life extremely difficult and did not want to help one bit just handpassing it to different departments and they use the excuse they only have very limited info in that area and they are the highest people in the company
To be transparent, I am a third party having dealt with Vero following an accident - the other driver (insured by Vero) admitted full liability.
Firstly, my review is not reflective of the Vero employees I communicated with verbally. Their manner and professionalism was very good. My issue with Vero is the failure to deliver on the promise to return calls.
On three seperate occasions I was assured that I would be called within five business day - not one call was returned. If I had not pursued, pursued and pursued again, I question if there w...
My experience was good
I made a claim a few years back and my experience was very good. The accident was my fault and things unfolded quickly allowing me to leave the driver of the other car in a secure and confident state of mind. I’ve been with Vero for 7 years now. I’m still a Vero customer today and consider my comprehensive car insurance to be a very good policy.
Insane wait times
I was hit by a car that was insured by vero and have never had to wait so long for anything to be resolved before. Although they are pleasant on the phone, I have waited for over a week just to be told it will be assessed soon.... are you kidding me? My parked car was hit three years ago and I was paid out within 72 hours of this happening with another insurance company!
Crap Customer Service, Do Not Take Out Insurance With These Thieves!!
I have had insurance with vero for many years, and due to living in a rural area with no public transport, I have been paying for car hire option. Well had an accident and car is going to be in the repair shop for a long while. Rang vero to take up my hire car, was told I would have to pick it up at from a hire company they have a contract with, some 100ks away. When I told vero I had no way of getting there, and the reason I have been paying extra for car hire on my policy for many years is because if I broke down or had an accident in a remot...e area I would need a hire car, if there was public transport I would of not paid extra for the hire car. No empathy what so ever, being upset I said I should just cancel my policy after the repairs, the vero supervisor basically said why wait, I can cancel it now!! When I hesitated the sarcastic person, pushed for me to cancel my policy there and then (did not as I believe it would have repercussions on current repairs). Basically said I should pay for a taxi to drive me 100ks to get the hire vehicle...Oh but that comes out of my own pocket. Regardless of there policy, show a bit of sympathy you ah's and tell people in remote areas don't expect hire cars to be delivered, your gonna have to go to the inconvenience of trying to pick it up and take it back. I will be no longer doing business with such rude p@#(k's dont want to give them any stars, because they are worse than terrible
Reviews are personal but in my case I had an outstanding experience. They made a difficult situation easy. They booked our car in locally, organised transport from the workshop to the company where our hire car was waiting. They liaised with the other insurance company to sort out the details. All without fuss. I've never had such a smooth transition.
Claim against other party
I actually was stationary in a supermarket carpark when an elderly driver cut accross the back of my car as he was going past and damaged the back bumper section . I rang up vero and told them the situation and apparently the other driver denied it was his fault and was with the RAC who tried to deal with me personally and not through Vero . I notified Vero of the situation and they instructed me not to communicate with RAC and that they would take care of it . I have to say that Vero took care of everything and I had a hassle free claim against the driver at fault and had the fender repalaced .
Terrible customer support and service!
I had a minor car crash 1st of April this year. I had trouble getting in to Vero hotline, however with frequent calls, they picked up my call and has guided me through on what to do. They said they will get back to me with regards to my claim. I am on a comprehensive insurance, but Vero hasn’t offered me any roadside assistance. I was left alone driving my car to the nearest car repairer unfortunately- considering the fresh trauma i obtained from the minor crash. Now the long chase starts. Vero does not follow up unless you bombard them with ph...one calls. It seems like they dont care about your claim. Poor progress is noted on my claim, so i consistently bombard them with frequent phone calls. Until now, im still renting a car with poor to no support from Vero insurance.
Car claim march 25th 2019
My car was broken into on the Sunday morning, put in the claim monday morning. Within 2 hours had a hire car and glass repair booked. Stolen item replaced, crash repairer booked for door damage. Thank you Vero for a quick headache free claim.
Our claim was from June 2018 and we have not heard from them
I regret that we shifted from Allianz from our bank's recommendation. Vero couldn't find our policy when we first rang and insisted we were with Allianz! After ringing three times, customer service said that the previous agent should have "just searched our file a different way". We haven't received our claim until today. They also said that their windscreen cover is only Australian standard (after-market) which pays less. We agreed to it and we are still waiting for a windscreen claim which they said we are entitled to one every year. Today we...are making a claim for something else as our car sustained damages from the floods in Townsville. They said we need to find a broker before they entertain our claim. I don't understand what that means as our insurance from another company has been a totally different experience. A broker for what? We only want to claim what we are insured for. It is our choice to have our car done by the dealership. I don't know what we entered into and feels like we have been ripped off or scammed all these years.
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