They dont respond to questions from customers
I lost my policy documents and went on line and on the phone to get new ones, i was promised i would get another copy on line, nothing, i am still waiting, trying to chat on line is no good as you cant get on, the virtual person comes up with the wrong answers, how hard can it be to send me another copy
Woolworths Car Insurance - better than I ever expected !
I had been with my previous insurer for over 40 years with two claims during this period, this is only my second year with Woolworths Car Insurance. After retirement and a significant decrease in income, all future expenditure over a particular amount was considered to be an opportunity to review the cost and benefits. The only time you can really examine the value of an insurance policy is when you need to make a claim.
I found Woolworths Car Insurance premium to be very cost competitive and superior in all aspects of the claims process, mu...ch better than I ever expected. Within three days following my claim enquiry via telephone, the auto panel shop received the go-ahead. We arranged an agreed date for repairs, the work was completed promptly and on close inspection the vehicle is as good as new. Communications from both Woolworths Car Insurance and the particular Panel Works was faultless, including the progress of the claim, required component availability and the completion of the necessary work.
This is good
For car insurance I hand not experienced any thing like claim etc but it seems to me your service was good. I hope it would be even better. I only have been with the car insurance only couple of months. Your charge is not expensive.
Terrible criminal they dont pay claims please contact email@example.com to be a part of a class action.
They don't pay claims extremely rude worst company i have seen or heard of. I was involved in my worst accident and after no customer serviced ridiculous requests and referring it to an outside company to be investigated it was denied for lack of cooperation.
Not transparent and poor customer service
I cancelled by insurance on 4 July. I was paying monthly and it was paid till 31 July. They are not refunding for the balance 25 days. They said this condition is written on page 38 of the pds. They should have stayed it upfront rather than hiding it there.
It takes ages through recorded messages to speak to someone.
Smooth as silk experience
Placed an online claim. Received a very prompt reply with panel beater details. Booked in and completed without any drama. Happy customer though sorry to have had to make a claim.
- Comprehensive Car Insurance
- Verified customer
Good pricing. Responsive and proactive claims
Policy was good value. Been with them for 10+ years.
Have lodged 4 claims over the time. Each time has been an easy process and worked well with my cars being repaired. The last resulted in a write off due to hail damage and was handled professionally.
Worst insurance company ever!!!!
Never again will I chose Woolworths insurance! My car had not been assessed or fixed properly to the point that it was dangerous on the road. I had supposedly gotten a new steering rack but only part of that was put in, not to mention that the ball joint wasn't tightened and I could have lost my wheel whilst driving. I was told by the assessor that only the left side of my vehicle would be repaired as that was the side I hit the object with, well I'm sure hitting an object at 100km per hour can also create damage elsewhere. The suspension was n...ever looked at. My car was never the same after that, I had decided to trade it in because of this but what I found out later was that the frame of my car was bent. My car should have been written off, I drove my children and myself around in the car that was supposed to be safe. Shame on you Woolworths for trying to be cheap with your repairs safety should come first. I guess the old saying you get what you pay for.....
The worst possible insurer in Australia
Our car was stolen and set on fire: a total loss. After making a claim, we did not hear from Woolworths for weeks despite repeated requests for contact. They then informed us that they were investigating and that this would take at least 8 weeks. An external investigator was appointed who demanded months' worth of personal documents, financial and medical information. The investigator then found that the car was a total loss and that the claim should be accepted. Throughout the process no reference was made by Woolworths that the policy provide...s an entitlement to a hire car in the interim. When we asked, Woolworths simply ignored the emails. Staff most commonly do not respond to communications, are rude and consistently unhelpful. I cannot imagine a worse insurance experience. Just utterly awful. The situation was made worse by a recent comparison with a claim we made with AAMI, who were thoroughly pleasant and helpful. We have referred Woolworths to the Office of the Australian Information Commissioner, the ACCC and APRA. Stay far away from this lot.
Won’t issue partial refund
Obtained insurance through Woolworths. It accidentally overlapped with my previous insurance so I asked for a partial refund. They confirmed if I had an accident I would only be able to claim once rendering the insurance worthless asked for a partial refund or extension of policy. They refused both. Like most of the other feedback here they have cheap premiums but they will try and get money elsewhere. I would avoid them at all costs and pay a bit more. I should never have switched my insurance to them and will never use them again.
Appalling customer service and unable to get a refund on cancelled policy
I asked for my policy to be cancelled before the renewal date, however they still charged my credit card after the policy had been cancelled. Now after repeated emails, online chats and calling them, they still won't refund me. Fraudulent company and poor staff behaviour, they either don't care or don't know what they are doing (or both). I pity those who have to make an insurance claim with them.
- Comprehensive Car Insurance
- Verified customer
Cheap Premiums but truely shocking service if you ever make a claim
Tried and gave up dealing with Woolworths claims department and paid for windscreen replacement myself. Left holding for hours and phone goes dead and no reply to emails and letters..I’m going back to GIO!
The worst insurance company ever , You will be investigated and a minimum of 4Months before your claim is finalised so they can reduce their bottom line where ever possible, cheers
Excellent customer service but excess a little high
Easy to lodge a claim very friendly staff (Milo) was just lovely it was my first claim for twenty years so I’m hoping my insurer will drop my excess a little
No communication, lack of response after a hail damaged vehicle
Hail damaged vehicle.
I had a hire car option on policy, like for like vehicle told over the phone when signing up
I had to organise everything for the replacement vehicle, then i ended having to pay the hire car company myself and I'm still waiting for reimbursement despite numerous calls and Emails.
Tried ringing 10 minutes on the phone before being either put on hold or told office closed.
Poor Poor Poor
Terrible . Don't Trust their online quote.
Terrible experience. I have been quoted $575 online with price beat and I went ahead with purchasing. However when they sent the policy document it showed $973 will be debited from my account. After 2 hours on phone and sending them proof of their quote, woolworths advised me they will not honour their quote and have no explanation why this huge difference without advising me. If i didn't check my policy document they will have taken money.
Insurance auto-renew does not equal a lawful contract
Insurance is a contract where both parties agree to the terms before taking the next step. I agreed to car insurance last year when I purchased the policy I intended, an agreed value policy. So with the end of the policy this year I reviewed the contract, did not wish to take it up, and deciding to choose a different insurer ... the reason wasn't entirely due to the premium increase of 33% with no claims, and the amount being covered reduced by over 25%.
But Woolworths removed the funds from my credit card without my authorisation anyway, and ...with a 14 day refund policy it was after that I received my credit card statement, I was able to inform them this was done without my consent. I spent over 50 minutes on the phone with a team leader who ignored my reason for the call, showing a lack of interest in the fact I did not purchase or authorise any payment, and did not agree to this insurance, and still deciding it was ok to keep $69. The issue is the contract of insurance was initiated as an agreed value policy, and no agreement was re-formed between both parties - it was Woolworths alone who decided to enter me into a contract for insurance with them - and remove funds from my card. Citing "auto-renew" as though this is in the spirit of the law and how a contract of offer and agreement works. Frankly this is unlawful on so many levels, the first I did not have an agreed value policy, the second is I did not disclose any changes to my situation, and if things changed and something happened to need insurance, this can be voided as there was no disclosure, but they will still have taken my money when that is not what I had authorised - just because its policy, doesn't make it lawful, and the second time this has happened. I am requesting a refund for both times (x2) this has been permitted to occur, this policy and the one previous to this time, also an ignored, 'not agreed [to] value' policy. I worry about our older or other vulnerable members of the community who might also be caught up in this unacceptable level of treatment and service.
Misleading welcome letter
Signed up over the phone for the 1st time because interested with the 10% offer plus it was a competitive price. Provided the rewards number in the application and got the welcome letter saying that the rewards has been registered with the policy. Few months past and didn't get the 10% rebate so contacted the cust service and apparently I need to re-enter the rewards in the actual account. I kept the receipts so I ask for a cashback which was rejected because they are just trying to get money of you. Note that Nothing mentioning this in the wel...come letter and it says that the rewards has been registered with the policy!! VERY MISLEADING PRACTISE. If they are this bad in typing a letter/instruction, imagine what they can do when you submit a claim! AVOID THIS.
- Comprehensive Car Insurance
- Verified customer
Around 20% increase for renewal in 2020 when no cars on roads due to COVID
After the first year of car insurance (Honda Civic), I've expected the same price or even slightly reduced due to pandemic and decreasing number of cars on roads and lockdown. Unfortunately, the company doesn't appreciate loyalty and manages to increase prices by 20% even in the pandemic year when the number of cars, traffics, and risks failed dramatically due to lockdowns.
Happy to switch back for the previous insurer.
OK first year, went downhill from there
Set up a policy for car insurance (and home insurance) last year with the gift card carrot to the donkey. Ended up getting less than they had promised. Renewal this year both lots of premiums increased and car value went down as well so decided to go back to my previous insurer and cancel. Can't do it on line so telephoned. Got 2 minutes of spiel recorded message before even being put through then of course all their people were on other calls and would be with me shortly - after 15 minutes of holding the call was suddenly terminated. I tried ...again, more spiel prerecorded, put on hold waiting for an assistant - took 20 minutes to get through. To be fair, Talea (spelling?) was delightful, helpful and polite so I didn't take it out on her, not her fault. So the system was atrocious but the customer service person (eventually) was great. After reading other people's reviews about claims I'm glad I have made the move.
Questions & Answers
I have has the same experience as other people on this site. This is beyond disgusting. I need to find 6 people to start a class action. Would you be interested in joining so it adds more weight and gets media attention? Anyone please private message me.
How much is a 1000k's cost when you go over your quota of kilometers?
Just want some understanding. When doing your car comprehensive insurance it asks when did you obtain your full drivers licence then when I click info it only states that your learner licence/permit isn't included so does this mean by me being on my provisional 1 licence then that's classed as a full licence ??
Ryan A.Woolworths Car Insurance
Hello Jarrad, Thank you for your question in regards to our quoting system. So that is correct we require the first year that you acquired a provisional license or a license that is valid to drive within Australia. Please bear in mind that we do not consider a Learners Permit as a license. If there is anything else we can assist you with or you would like our assistance with a quote please do not hesitate to call us on 1300 10 1234 or if you go to our website there is a Live Chat function available to speak with one of our friendly staff.
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