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.
Didn’t get my approved for a policy but signed up with me!
Recently we got recommended by our mortgage broker - yellow brick road to this company as yellow brick road said in letter our old policy with Allianz will expiry soon and apparently this new insurance company- Vero got some of our information. It was very annoying as we have been with Allianz for some years and feel comfortable. The letter yellow brick road sent us about the new insurance company (Vero) information and its policy with some of our inaccurate information. I called up to correct the information and asked for a quote. I said very ...clearly over the phone that I have to think about this new insurance company and not go ahead yet. But after a week, Vero sent me a new policy for our home and content. Serious?! Who gave your authority to represent us to sign up with your company for our home and content insurance?! I called up to cancel it. Not good enough! Annoying!
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.
Vero likes to drag it out
5 months wasted so far , I’ve jumped through hoops , provided them the same information time and time again and they are yet to go through any of it . They just say it will take another month time and time again , my business and sole income was completely destroyed and now I’m at risk of losing my home because they don’t want to pay
- Verified customer
DO NOT INSURE YOUR CAR WITH VERO IF YOU WANT CHOICE OF REPAIRER !!!
I lodged a "Not at Fault" claim with Vero when a third party reversed his car into my car while it was stationary. Before I insured with Vero I was told that I could choose my own repairer in case of an accident. What Vero should have in their policy is "Yes you can choose your own repairer as long as they are cheap enough !!!"
I obtained two quotes from repairers recommended by Audi one was for approx $17,000 the other was for approx $12,000. I was informed by Vero that neither of these quotes were acceptable and there was no way that they wo...
Made a claim with vero on my vehicle after we had an accident, we took it to one of there authorised repairers being told it would be fixed quicker. It has now been over 2 months I still have no car. Their communication with me and the repairer is very poor, I am forever chasing them up and having to call repairer and play messenger. Always speaking to someone different having to repeat the same information over and over asking for a call back and not getting it. 0 stars from me very disappointed customer!
Worst customer care. Zero minus rating if there is one. Made customer feel it was her fault when it
Had to wait 5 days before hire car was approved.
No efficiency in closing claim.
Vero reps misconstrue/ distort the actual events
& most the time had to chat with other rep to assist:(
Wondering about their training tactics
DO NOT TRUST VERO AS AN INSURANCE COMPANY!
My business had a VERO MARINE TRANSIT INSURANCE policy.
A seashipment was dispatched but never received by me.
That shipment cost was over $20,000 and VERO refused to pay claim.
VERO claimed no proof of dispatch so NO transit, so no claim possible.
But the shipment was dispatched by a shipping company with a website, so plenty of proof of TRANSIT available if shipping company asked, but VERO did not ask shipping company!
So my claim was not paid by VERO!
SO DO NOT TRUST VERO AS AN INSURANCE COMPANY! ...PETER HUNT, NATURE'S WORKSHOP, Melbourne
- Verified customer
Terrible, doesn't even deserve 1 star.
I made a claim over a month ago, was told to take my case to a certain repairer, the repairer was unable to repair my car and it has sat at various places with me the customer having to chase up the repair. Vero has constantly brushed me off and are still continuing to do so making it my problem. Now I have to foot the bill for the rental car cost as they have capped the amount they will pay for car rental. They have at no stake during this whole process been a helpful company and if anyone even so much as mentions they might go with them for insurance I make sure they don't. Worst insurance company I've ever heard of.
Car damaged and wouldn’t start
My 4x4 was side swiped, other driver at fault, I drove it to a nearby shopping centre car park called vero insurance, the damage to the panels and booking for repair was simple and fast, however, after I turned the car off it would not start again, called the insurer back and because the car was hit on the drivers side and not near the Motor, it was according to them, not even remotely possibly related!!! The vehicle has never not turned over and they decided it was merely coincidence?? Please avoid!
- Verified customer
Do not deserve even a star.
False advertising. Claim that you can choose your own repairer. My chosen repairers do not even want to waste time dealing with them, claiming that they are the industry worst with bully techniques of pushing consumer to their low quality repairers. I experience first hand all that was told to me. Stay away from Vero st all cost.
Vero - mixed review
Three car claims were handled fast and efficiently however, a storm damage claim to fences was never processed, no assessor arrived and 1 subsidence claim due to water damage was processed but verbally denied. The written report was erroneous but never corrected, we wrote several times arguing the verbal decision but never received a written response. It appears that car insurance is great but house insurance is not, we've just changed building insurer but will let the car insurances expire and then transfer them too.
Lazy and unreliable
Extremely lazy and they keep trying to brush you off, had there builder to inspect damage and what repairs were required, when got second opinion before settlement got told what really needed to be done, also the people that inspect damage don't do the repair work so your left with a quote and need to find somebody to match there quote, extremely disappointing, would recommend to everybody never go with this company for insurance and cancel policies if you are insured with them.
Unreliable and lazy
They cannot get anything processed unless you harass them. I have been without a vehicle for 8 weeks now and still nothing! Mine was a write off but even that took long enough to work out. I had to ring the assessor several times to keep that moving. Will be changing companies as soon as it's sorted....that is, if it ever gets sorted!
- Verified customer
Vero car insurance strikes again. Don't go there
Our 3 month old vehicle was damaged by a backpacker whilst parked in a shopping centre carpark. Whilst the damage to the bumper is relatively minor I requested a new bumper as the vehicle had at the time under 6k on it. When speaking to the repairer I was told I would receive a call from the assessor re my request. A few days later I received a call at which time the assessor told me the bumper was to be repaired. When I objected telling him I wanted a new bumper his reply was the car looks like it has done a bit of work. by this I presume he w...as meaning it was dirty when photographed by the repairer for the quote (my apologies for travelling 2klm down a dirt road daily to get to and from home). Obviously we didn't see eye to eye and my complaint was escalated and about a week later I was called by the next guy up in the food chain who then told me they are going to repair the bumper but also quoted from the policy that the vehicle would be repaired to its condition pre accident. To this I explained that prior to the accident it did not have a repaired bumper but a new factory fitted bumper. Again my claim was escalated to the next level which resulted in a call from a complaints resolution officer who told me she would look in to it and email me a reply within 2 weeks as that was company policy. I can only assume that by that she meant I'm rejecting it but wont tell you until the 2 weeks has expired which is what happened. In addition to this I was also asked to pay an excess even though we had supplied details of the other driver (this was waived eventually after my refusal to pay). Today after my wife insisted I give up rather than pursue this through the ombudsman I returned to the repairer to book the vehicle in only to find the repair has been cancelled and I will have to contact the company once again to reinstate the claim. I requested a copy of the quote today whilst at the repairer and the grand total with new bumper is $1090.98. $621.15 of this is the new bumper the comprising of labour and materials to remove and replace the bumper and prepare and paint. The bumper has to be removed for repair so that component remains the same so if you allow even just 2 hours at $100 per hour to repair the bumper then they knocked the claim back for under $450. This is a lot less than the cost of losing my multiple policies held with them on the recommendation of my bank. So what next? I'm going to check my policy to make sure I have choice of repairer and then I'm going to find the most expensive repairer in queensland and that's who will get the job. It is now April 13th I was notified upon lodging the original review on this site that I would be contacted by a representative of the company through a private message within a couple of days That was on the 22nd of march but still no message. To me this shows how much vero actually cares " zero". So do yourselves a favour people and take your business elsewhere or you will get screwed by them one way or another. It is Friday afternoon so I am unable to do much now but I will be researching insurance brokers over the weekend and come Monday I will be getting quotes on my current policies and as soon as I have it sorted I will be cancelling my vero policies.
Questions & Answers
I have updated my solar panels are they insured under my house policy
I have had Vero insurance deducting money from my Credit Card, I have no idea even who they are or why I would be insured with them as we have all our insurance through a broker, can you please advise me as to what it's for?
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