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. I 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.
Rude customer service
Their home and contents cover my patio but they clearly do not understand the definition of their own policies and are trying to find whichever way not to cover the repairs for my patio. They're trying to claim my patio as just being an outdoor path to the pool when in reality it is just like any other patio and should be covered. When trying to address this, the team leader who I was referred to did not allow me to voice my concern and was being very rude and unprofessional. She did not answer any of my questions and had not even looked into my appeal.
After been told I needed a report from an electrician to prove our pool chlorinator was affected by an electrical fault we were informed that is was not covered!
Only the pump would be covered which wasn’t damaged!
After phone calls and emails all encouraging me to claim as I was entitled too! Request denied !
Thanks Westpac for nothing!!!
Their disgusting customer service and very poor assessment
Recently, we claimd Westpac home and contents insurance. Their assessor was Sedgwick. I had no issue before. But, there are many issues for new claim. Strongly NOT recommed.
When you make claim, if the assessor is Sedgwick, don't proceed. Request the change of assessor.
But, if you reqeust the change of assessor, their insurance team manager will threat you that no policy will cover your claim. Their customer service is 0. The manager (named: Bil*****) is very rude and she never listen our opinion.
In relation to their customer service, tea...m manager (Bil*****) always made threat and force us. 1. When we contacted her to change the assessor, she made threat that our claim won't be covered if we request the change of the assessor. 2. Due to their poor and inferior assessment, I told her that we don't accept the assessment. She told me 'NO, You MUST accept our assessment'. She forced and push us to accept their assessment. She ignored our consumer rights. 3. when water company offered temporary accommodation, she made sarcastic comments even if I didn't ask the accommodation to Westpac. Unfortunately, she is a manager. It means that she must manage any complaints. But, she is NOT able to do. Her customer service is 0 and very disgusting. We were always feeling very bad and belive she ignored their customer. I made complaints to Westpac. Once this claim is completed, I will leave Westpac.
- Verified customer
Westpac Insurance will look for any exclusion clause rather than pay claims.
There seems to be some common recurring similarities amongst these reviews of Westpac insurance.
1. the assessor appears to be setting up the claim for failure by paying little regard to the true cause of damage whilst looking for any negativities that can allow Westpac to invoke their general exclusion clauses. One wonders whether there could be some 'arrangement' in place between Westpac and the Assessor. Our assessor was Mk3.
2. other reviews point to a refusal by Westpac to discus reasons or give sincere consideration to customer responses...
Great Insurance, until you need them!
I have had Westpac H&C for almost 10 years. Slow leak in the internal walls that was only noticeable recently. Contacted Westpac immediately, long story short nothing is covered as the leak has been ongoing.
Damage in December 2018 still waiting for service
Very disappointed in delay in commencing work on claim still being assessed almost 6 months after claim lodged. Many calls and contact with assessor have not progressed to any decision.
Stay away - rude, delay, rely on externals to “assess” claims - you end up dealing with 3 people just to process a claim
Customer-of-Westpac-insurance-for-8yrs. Westpac has happily taken our premiums but when our house was storm-damaged, it shafted us-onto-external-builders-to-assess-our-claim who are rude. Makesafe didn’t happen-even though-we-told-them-it-could-seriously-harm-our-toddler. they sit on/delay claims exacerbating damage-when-you-email-or-try-to-get-in-tough-they-don’t-respond-I’m-pulling-my-mortgage-creditcard-insurance-out of-westpac.theyve-been-atrocious.
Westpac insurance is not even one star but for the purpose of review I had to give one
Worst insurers, people beware, dont even think of buying insurance from them. They will make you feel like a criminal even if you have a genuine claim and will be suspicious. I will be taking them to ACCC if my claim is not approved after taking two months to investigate. Also they will never contact you in first place.
They asked for a good 10 bits of information regarding my claim from phone records to bank statements. Then ask for 5 more bits of info, before I said enough is a enough either approve or reject the claim. The process is very painful and stressful. Would stay away, you wouldn’t believe this is all for around 5000 worth of lost equipment.
Don't bother to put a claim your time is more valuable to spend many hours on the phone!email?good luck!
Explaining same thing for five different persons eveytime and being on the phone 40 minutes not nice.Forget about claim itself your time is more valuable. Wanna enjoy more?try to cancel your policy online!
The worst place to buy Home and Contents Insurance
I wouldn't recommend using Westpac for your Home and Contents because their insurance is very expensive so I would recommend going to RACV for your Home and Contents Insurance since they are much cheaper.
CONFUSING AND EXPENSIVE
I had a Content Claim through Westpac. Apparently Lumley Insurance handled this. I was informed the excess was $400 but the contractor charged $250.00. As always Westpac is a RIP OFF!
Awful claims process for Landlord building & contents insurance
We held a policy for 8 years before our 1st claim. No such thing as loyalty, these guys fight hard to deny your claim. Our 1st claim for storm water damage was rejected based on poor workmanship. We followed instructions from the plumber & insurer and spent over $1000 on roof repairs that weren’t even required as we ended up with the same leak 3 months later. Coincidentally we had the same plumber inspect the same leak(but more severe) for the 2nd claim and we got told that it’s a completely different issue....the downpipes were blocked with de...bris. If we were told this months earlier, we could have avoided further leaks and unnecessary costs. Based on poor workmanship of the plumber, the claim was approved but not without hassle. We had to fight for that approval and approval alone took 3 weeks, total length of claim & repairs was just over 2 months. The whole process left us beyond stressed and emotionally exhausted due to the lack of support and urgency.
Never call you back, loose information and always looking for a way out of paying for a claim
I am a major Westpac client and was told by Westpac that it was a great product - they 'assured' me it was one of the best around. I have now tried to make a storm damage claim and have been given the absolute run around making a claim, they have lost information and are making it as difficult as possible. Making a claim is where the 'rubber hits the road' DO NOT INSURE WITH WESTPAC.
OMG Westpac Insurance is unbelievably bad. All bad reviews are true.
I have been insured with Westpac for 16 years for contents and landlord insurance. I worked for Westpac for over 30 years and believed that Westpac Insurance was one of the best, until I had to make a claim. Made a simple claim for $1500 less $500 excess - $1000 for storm water damage to main bedroom carpet. After a month and multiple phone calls and emails still getting automatic response - we will be in touch in 7 days. Sent all requested information, photos, invoices, statements but this morning, again, they said they need more informatio...n. What more information? The information they asked for I sent already, several times, in detail. The operation wouldn't budge just say they need more information. The operators have no authority and just stall until the client gets fed up and does not renew the policy. Effectively I believe I am not insured because if something else happens the same response will happen. Westpac Banking Corporation have you read the bad reviews about the insurance that carry your name? This is no way to do business. Do not consider using this insurance company.
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Questions & Answers
Why haven't all these people taken legal action or gone on 60 minutes television program?
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.
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.
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