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Forget trying to speak to anyone
I am an existing policy holder with a simple query I believe. After lengthy holds on the phone I selected their call-back option but never received one. Five days later I phoned again and was on hold for an hour. The phone wasn't answered but went straight through to their survey. I'm up for a policy renewal shortly and I won't be going with these clowns again!!
Declined twice from Mk3, Then won on 3rd round.
Long story short, Don’t give up!! If your policy said your covered then you are.
We had hail damage to our Abestos roof late 2019, made a claim in February 2020 once I noticed the extent of the damage. Just to be denied twice saying this is ware and tear, we do not cover you. Being a Abestos roof which was damage from hail during a extreme weather event I was covered. I requested that Westpac to get an independent assessor out to assist with the damage, which took 4months from the date of the claim, During the 8 month long process I rung them ...
Worst possible company to deal with. Started claiming February 2020 it’s now August 2020 and still no approved claim.
Worst possible company to deal with. Started claiming February 2020 it’s now August 2020 and still no approved claim takes the assessor 2 weeks to respond to an email. Everything for my investment property is “ apparently accidental damage, not malicious” they will find any way to get out of paying . An absoute joke . DONOT INSURe WITH WESTPAC. I have a list of 80 items that are damaged
And they will only
Consider (not approve) 17 items .what a joke
A shocking and appalling experience with our claim
It took 8 weeks for Westpac to process our claim which was eventually rejected. The claim was for a washing machine which according to a repairer the cause was PCB board /motor burn out. We were not given a clear explanation for the disapproval. It took a significant number of correspondences to justify our claim and we had to send supporting documents several times due to the lack of communication among Westpac’s staff. They rarely responded to our emails and we had to proactively seek response. Please think twice and shop around before committing yourself to this insurer who is inefficient and not fulfilling what they have promised in their policy.
Unbelievable! 9 months and 6 leaks later.... still leaking
Our roof was badly damaged as a result of the storm in Nov-19. Things were OK initially but quickly realised that the assessor company appointed by Westpac (MK3) was sub-standard. From what we can tell, they used unlicensed and incompetent tradesmen that ended up leaving our roof in an unfinished and still leaking state. It is still leaking as I write this and it is now August 2020...
The roofers they used couldnt even do roof ridge correctly. Eg they left no weep holes and their work was so poor that the roof ridge cracked all the way along...
Westpac home & contents insurance is appalling!
On 7 February my storage was flooded. I called Westpac insurance and was advised to take photos and fill a sedgwick form which took me days; then after I became sick dealing with mouldy stuff, they decided to send someone to “restore” the mouldy stuff which took them several weeks to arrive. Westpac case worker Cherine called me that her people are coming to “restore” my stuff as what wasn’t affected by the rain water, and was on shelves, was nothing wrong with it. The “restorer” person and his filipino wife arrived at 7am and in 2 hrs called m...e, the job was done. What it was a terrible surprise when I arrived, full big container was just leaving my place with everything - not even damaged. I made two complaints but Westpac does not seem to bother to deal with my complaints and offerred me replacement for my brandy stuff with the cheapest possible replacements. Another case worker Jane Cantali doesn’t bother what happened and it seems, she already closed my complaint. The claim now passed 6 months and still hasn’t been finalised.
A perfect and helpful experience with the staff
Could not fault the phone staff or the assessor with any of my questions.They were quick to respond and so polite and helpful and we were done with in 4 weeks start to finish
It's not really WestPac, its the company they outsource to which is Patterson Insurerbuild
This is a review of 2 parts - Our overall experience was a one star but really that is due to the service (or lack of) we got from Pattersons. I question whether Westpac should be in the home insurance business is all they do is farm the work out to Patterson Insurerbuild. Bottom line is the assessor from Patterson was rude, demeaning and aggressive because we took it upon ourselves to remove carpet / underlay as soon as possible after the flood (the next day) - Left to Pattersons the carpet would have been left wet for 3 weeks. Our key comp...laint was that Pattersons, who were meant to project manage, co-ordinate and communicate with us ,the client, were almost completely absent (assessor's first visit 10 mins, second visit 30 mins). You would get a phone call from a subcontractor out of the blue asking if it was ok to turn up the next day and rip walls out. When asked when the walls would be reinstated - answer sorry mate thats not our job - we don't know. Following a complete lack of project management and adequate information we complained to Westpac. We were appointed a complaints manager, from within the bank, who courteously and promptly settled our claim on the basis that we appointed our own assessor and builder to resolve the issues (we submitted quotes to the bank). Yes we had to do more work ourselves to get all the quotes etc, but at least we were in control of the situation and could ensure (sic) that we weren't left without walls for weeks/months on end, and that unneceesary work wasn't done just to make more "work for the boys".
Avoid this company..they find every unrelated way to avoid paying your money after making you wait for weeks
I had westpac insurance for years, home and content as well as landlord. Nevee had to put a claim until 2020 when our tenant left with unpaid rent, bills and a big damage reported by police. We documented everything perfectly and the claim got rejected due to years ago they calculated there was a late rent payment when we didn't even have insurance, plus it is not even real, we never had rental arrears.
Now taking them to ACCC...we will make an example of BAD insurance companies who do everything to not pay a claim...
This is ridiculous!
This is the worst insurance policy, someone breaks into a house and the family is overseas and all of the items get stolen like t.v,speakers,ps4,watches,phones and ipads, with having this insurance the family thought they can get the money worth the items which was close to $8000, however they declined it because the insurance was taken one week before the break in happened, now how does this make sense, this is a ridiculous company, i hope it gets bankruptcy.
Home insurance claim
Please be extremely cautious before getting home and content insurance policy from Westpac . They don’t cover unexpected events and have a higher tendency to call everything “wear and tear “
I thought I should share this info .
Our ceiling roof fell down about 8 weeks ago .After 8 weeks of waiting , multiple phone calls , emails and consuming many hours of time they informed me that this belongs to wear and tear and it is not covered by the policy ( I had to call them to find this out . No one bothers to call me or email me this information...
How is it possible the ACCC hasn’t prosecuted them
Westpac and St George banks sell their banking customers insurance policies and their poor customers take the bait of a discount and spend thousands in premiums. But when something happens, you realise it is like a bottle store marketing itself as a supermarket-they simply don’t have the resources or expertise to provide insurance. They over market and oversell and over represent their offering. The reality is they have limited resources which means claims take FOREVER. They only have one or two assessors travelling the entire state which means...you have to wait ages and you have to drop everything and be there when they say they can make it otherwise your miss out. Their assessors are tasked with denying your claim.[name removed] from MK3 is rude and incompetent. He represented to me that MK3 was basically in bed with the insurer to ensure their customers don’t get paid out. Do yourself a favour and go with nrma or a reputable insurer. Their complaints resolution staff are rude and everything takes days to action. We are $40,000 out of pocket. We have been loyal customers for close to two decades. Westpac’s Senior customer resolution manager was made aware of our claim. Did nothing. I’ve been getting autotreplies from the Westpac Customer Advocate - they are also useless. We were about to commence legal proceedings but having already paid for the repairs to stop leaks into our home and with my husband and I being out of work with this health crisis, we can no longer afford private legal action to recoup our rights. We simply can’t afford it. So much for peace of mind. Thanks Westpac and St George - Atrocious. They offered us $5,000 to shut up and go away. And then they never paid that.
rude, scam artists
First time ever to make a claim, after huge storm and massive tree branch falls on roof, took 2 weeks for an assessor to come out, Steve from MK3, one of the rudest guys I've ever met, spends 30 seconds, says because we are doing renovations we are not covered by insurance ( even though we are not renovating the roof). Total rip off, wish I'd looked at the reviews of this mob before taking out the insurance. Here comes the court case, i'm not letting them get away with this. Also they have lost a massive mortgage and bank account over this.
Absolutely the worst. Keep away from Westpac Insurance (farms it off to Patterson Insurerbuild)
First time claim after 8 years. After the recent wet weather we had water rising into the carpet on the bottom floor and water in walls/ceiling on first storey. Westpac stated they would get a make-fix the next day. Nothing 2 days later, then a drone guy turned up out of the blue to look at the roof (the carpet was our main priority). Nothing further for another week, we rang Westpac to find out what was going on as we got nothing our of Pattersons, and they are like "oh, has nobody been out'. Finally got a guy to put fans in for the carpet...(after 2 weeks). He couldn't lift the carpet as he wasn't allowed to. I asked, as it's our house, can I authorise we remove the carpet. His response was no. We now can't use 1/3 of our house due to all the fans which are only drying the carpet and not the underlay. Now 3 weeks into the claim and we have had no communication other than us pushing for details. No assessor has even spoken to us. Just been informed we will get the next available slot - in 3 weeks time, by which time the underlay may have already dried naturally. Nobody wants to communicate with you, even just to say we haven't forgotten about you (because they have). Guestimating we have spent over $16k on insurance premiums over the last 8 years, and Westpac can't even spend 20c for a phone call to tell us what is going on.
They Abandon You
I lodged a claim with Westpac on a Saturday as my roof was leaking into my lounge room. The woman who took the details told me someone from Westpac would contact me on Monday as there were a lot of claims coming in (due to heavy rain). Four days later and more water damage I have not heard a peep from Westpac. I feel abandoned. It is still raining heavily. This is the first time I have ever sought to make a claim in twenty five years of having house insurance. Even just a call from Westpac to let me know they were following up on my claim would...have been good. I'm a single woman in my 50's and I ended up getting out the ladder and going up into the roof cavity myself today to try and find where the leak is coming from and control it (without success). Do not go with Westpac home insurance.
I have had Westpac home and contents insurance for years, without making a claim. Last year I had part of my ceiling collapse in my garage. They refused to send out an assessor out to inspect it because I said it didn't look wet. I have no idea why the ceiling collapsed. Everyone who saw it said it is definitely covered by insurance, except Westpac. As a single mother, and looking after my mother with dementia, this whole experience has been horrendous. Essentially I have been paying my insurance for absolutely nothing. Take it from me, do not buy Westpac Insurance!!
I have been with Westpac insurance for a couple of years. In October 2019 I had a flood in my house contacted Westpac they were so quick in sending a company called Pattersons to deal with the claim. Pattersons then sent health and safety company to dry my house within one week and they were amazing. At that same time, i was moving my terminally ill dad to live with me and couldn't as I had to wait for the house to be fixed so I put him in respite care and I had to pay $100 per day while waiting for Pattersons to send people to fix our house. I...also had to rent a garage out to keep our stuff for more than 2 months. I kept begging Westpac to help speed up the process but no response. It took till the end of December to get the house done. The worst part about this whole Westpac experience was contacting our Westpac assessor and everytime I called they weren't available or I would wait for an email or they would say someone would call me back but no one ever did, therefore, all I could do was wait and I had lost thousands of dollars on respite care for my dad, money which my family cannot afford as well as paying for storing our stuff and all this has put us in financial strain. Westpac insurance really need to work on their communication and customer service. You need to be more transparent with customers from the begining. Furthermore, at the beginning, we were told by Pattersons that our kitchen would be changed and our scope of works was sent out, however, after 3 months of wait our assessor told us that they could not match our kitchen color cabinets so they opted to pay us out and the money they paid us does not even cover half of the quotes we got from kitchen cabinet makers, so we are now unable to fix our kitchen as we only have half the amount kitchen makers are asking us to fix it. On top of all that I got a $500 yearly increase on my policy so not at all happy with Westpac insurance and the thousands of dollars lost on my dad's respite while awaiting for this whole process to be done. At the end, most of the work was done except for the kitchen, however, this whole process has caused our family severe stress and taken a very long time and on top of that we have lost a lot of money waiting for our house to be fixed.
Contacted westpac insurance about my airconditioner broken down sent the quote in via email 2 hours later had a reply to say it was approved I had paid for the replacement my claim was deposited into my account within 3 days great service and very understanding and helpful staff
I would never recommend Westpac Insurance to anyone
I had changed over to Westpac Insurance due to the price differentiation between my previous Insurer AAMI given the fact that I had a Mortgage package which provided a discount.
When initially undertaking the policy I was told about how easy, quick, efficient and reliable Westpac Insurance was if you ever needed to claim. It was sold to me as the best insurance money could by, ohhhh was that wrong!
I started my policy in May of 2019, unfortunately in October my partner had lost her ring and subsequently we had needed to make a claim on the p...ortable valuable specified cover for this ring. The amount of hoops i was required to jump through and the representatives that I had to deal with on the phone was disgusting. I was made out to be a lair and questioned like I had committed a crime!, this was done by one representative in particular and his name was Kevin. I was asked to produce documented from my previous insurer stipulating the ending date of the insurance and my past claim history. His reasoning behind this was due to it being a new insurance I don't class 4 months as a new insurance policy, These requests were never initially discussed with me when taking out the insurance, every possible avenue Westpac Insurance could take to decline my claim they pulled out all the stops. My claim ended up being approved after it was sent to independent assessors which I cannot say enough positive things about IVAA Jewellery Claims Specialists, their service was second to none.
Worst than you can imagine
1 star is tooooooooooooooooooo much.
Worst than you can imagine. Please do not sign up. I wish I had a look into this page before I buy the insurance. The process is very painful and stressful. The assessor MK3 comes to your home with intention to put you in at fault position. Rude manager and customer service.
Do not waste your time.
Questions & Answers
Why haven't all these people taken legal action or gone on 60 minutes television program?
If you go with us, we will
Judging from all the recent reviews, Westpac Insurance appears to be on a consistent downward trend that breaches the Insurance Code of Practice.. Legal action anyone? 60 minutes? Current Affairs? I am inspired by the current Commissure scandal..
i am ready
I have assessor coming in two days to inspect a bathroom leak slow leak over a long time, covered in my policy but after reading some reports am very worried as damage is quite bad should I record the assessor when he comes?
I am interested to know your outcome? Our experience is that Westpac Assessors comes with the intention to wash their hands of all of these claims.
Record everything and use emails for a paper trail and use email follow ups for all phone calls and yes record the assessor and anything he states get it in writing before he leaves the premises
Westpac and their assessors can not be trusted
if the loss assessor deem the products failed or ruined do i have the right to chose to keep my property? i have had an assessor today say that due to work place health and safety he has to take away my lounge..Help please.
Sorry, I don't know the answer to that so maybe ask the assessor to give a written explanation.
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