Reviewer Photos & Videos
Would never go with them again
After having an assessor out to submit a report on damage to our roof and ceiling from recent storms that has left us with water literally leaking through every time it rains since and to have him say that we will be covered no problem.
Woolworths decided to deny our claim and their customer service has been an absolute joke to deal with to get any answers or to appeal.
Worst customer service
If there was a 0 star would have chose that!
Excruciatingly long waiting periods to speak to someone regarding claims who have 0 empathy. Not able to respond with a solution. Always escalating problems. 5 months later no progress on claim
No one is home.......
So far have replied to 1 out of 15 e-mails, sorry actually they have replied to all of them but they were automated responses..... told us we had to move out and they would arrange accommodation but didn't bother to do it even with 6 weeks notices... poorest claims service I have ever encountered.
Jacked prices by $80.
Had my policy for 12 months with no claims or changed circumstances. Renewal arrived with an $80 price hike. They are blaming the emergency insurance levy, However it is clearly a premium increase. Considering the economy is slow due to covid, I considered this a kick in the teeth by this billion dollar company. No doubt they will announce huge profits next year. Policy cancelled.
Contents Insurance is Terrible
We had a burst water pipe on 19/12/20 which flooded the ground floor of our two storey house. We have our contents insurance with Woolworths and home insurance with another provider (Budget Direct). Called the home insurer first who was positive, helpful & friendly and ordered a restoration team to attend on the same day. Called Woolworths (contents insurer) and was told that this was not a claimable event and they could not assist, so I asked to speak to someone else and after an hour had our claim details noted down.
Woolworths refused to se...nd a restoration team to address the flooded contents (carpet in two rooms + furniture in 4 rooms) saying on 19/12/20 and I quote "Your home insurer already has a restoration team so just let them do it". The home insurer's restoration team was kind enough to do the flooded contents work as ultimately mould growth would have caused further issues for both insurance companies. The home insurer's restoration team spent 3 weeks on site clearing the water damage. Woolworths contributed nothing to this even though two rooms had waterlogged carpet and many items of furniture were affected. It took Woolworths over a month (19/12/20 - 21/1/20) to send through an inventory list of unsalvageable contents. Still today 2/3/21 we are still waiting and have yet to receive any replacements. The carpet was cash settled and this took 2 months (19/12/20 - 16/2/21). I've spent countless hours on the phone chasing things up and emailing to make things happen. Makes you question the purpose of paying an excess? This is in stark contrast with our home insurer who has been prompt, friendly and communicative with no chasing required from us. You might save a few bucks with Woolworths but god help you if you need to make a claim.
I would rate them 0 stars if I could
Never in my life have I received such appalling service. I lodged two separate claims in September 2020 and six months later it's still dragging on.
I've had to chase them up for information and updates every step of the way. The only time they got in contact with me was once to tell me a claim had been declined.
I lodged a complaint because of the terrible service, and even that was ignored.
Absolutely do not sign up. You will end up infuriated and wasting hours of your life on hold.
20% increase in premium per year, which they try and squeeze through with your automatic renewal and how you don't notice.. Try and blame it on inflation and rising costs... Don't think any of their employees would have gotten a 20% Payrise... Guess someone needs to pay for the CEOs bonus for this financial year...
Blown away by the service
Had Landlords insurance for sometime with Woolworths and belatedly realised my insurance cover included building insurance which was not required for the strata property. So contacted WW and they said their Landlords insurance had to have building insurance and so we agreed to cancel my policy and for me to get insurance elsewhere.. They then offered without me asking part refund on 3 past years superfluous building insurance cover. Did not expect this at all so blown away by their excellent service. Thank you Woolworths insurance.
TERRIBLE communication, FALSE promises and no follow up!
I have been trying to have my claim assessed for 2 months with Woolworths insurance and have not had one single call back. I have called over 10 times and have been made to wait on hold for up to 2 hours. I initially called to see if my claim would be accepted under accidental damage to which I had two claims specialists confirm that this would be the case. I then received no further communicaton from Woolworths insurance, instead they contacted my jeweller to say the claim was refused despite the initial approvals. I have spoken to 5 different...team members who have each tried to direct my call to the ‘managers’ who happen to be ‘in a meeting’ each time. There is no communication between team members at woolworths insurance, as I have now had my claim ‘escalated’ on multiple occasions with no result. I have asked for call backs over 10 times and have had no response either. Woolworths insurance have told me to wait 5 business days, within which their claims team would review my initial phone calls. This ‘5 business days’ has turned into 2 months. Terrible service, terrible communication with their clients, terrible internal communication. I have never had to deal with a company who has so many communication issues or inconsistencies in their promised timeframes. I would highly recommend you shop elsewhere for home and content insurance.
Hassle free and amazing service
Taking out “potable” cover on my jewellery was the best thing I did and good value too. I highly recommend others to do the same. The only area which could be improved is that they keep the client informed instead of the client having to chase them up to find out the status of the claim. Otherwise, I have no complaints .
Thanks Woolworths Insurance for the great service.
Very bad communication with claims
1 month since I logged a claim no one bothered to call me I have called Woolworths twice every time they say call us next week poor service very disappointed
Incompetent staff and Company
Policy was easy to set up and I rec'd a discount for signing up online and premium became one of the cheapest on the market (I am a pensioner, so this is important). After storms (including large hail stones) in Feb 2020, our roof leaked causing damage in Master bedroom to carpet, furniture, walls and to the roof itself. Placed a claim under house and contents policy and all was seemingly ok, but delays expected due to Covid19. Assessors came and went & supposedly reported back to their Office. After hearing nothing more for 2 months I phone...d WW to be told my claim had been closed. Why? Some idiot had decided our claim for damages would cost only $1.68 to fix and was less than the excess on the policy so the claim was rejected. Problem was, no-one had told me this. Long story short, claim was resurrected, and then it was downhill again afterwards with poor service, staff promises that never eventuated, left hand not knowing what right hand was doing, lack of supervision for ineffective staff and no decision being made for a small claim of $7000, until I had no alternative but to contact the Insurance Ombudsman who pushed my claim through for me until I received a payment. To add salt to the wound, they have increased my premium for this year by $336 due to my claim for damage caused by storm! So they treat me badly then increase my premium WTH? If I could give WW Insurance zero stars I would, so I've given it just one!
Woolworths Insurance is uses Fraud
Even after you get a document stating your policy has been cancelled ( thank the LORD), it took over 2 weeks.... 8 months later they are still sending information about the policy.. they should not be selling insurance! Again disgraceful company!
Do not risk Woolworths "junk" insurance.
I consider this to be worse than "junk" insurance as getting involved with Woolworths can leave you without insurance and ruin your life. Woolworths declined cover After 3 minor claims in 5 years. I can no longer insure my house as I have had insurance declined.
The claims were for a valve on the hot water system that broke of when it got hooked by the hose when an elderly relative was doing some watering.
The next claim was a lost pair of designer reading glasses that were a listed mobile valuable.
The last claim was fusion on the garage doo...
25% Premium Increase - what a Joke.
Received my Contents Insurance Renewal - 25% Increase. No claims and no change of any details except they upped the amount of my contents by $3800. Their choice not mine. Rang to discuss and told "we don't price match" and as the 2 other quotes I had were $91 and $77 cheaper than my renewal simply told can not be done and so do I wish to cancel. 10% of groceries is a scam as they well and truly make it up in huge renewal increases. Interesting they can not match other quotes when both are underwritten by Hollard Insurance Group. Flybuys points much easier to earn in any case.
29% Premium Increase
Woolworths Home Insurance increased my renewal premium by 29% despite having no claims. When questioned why the big increase, I got no answer. They rely on customers not noticing the large premium increases because of Automatic Renewal.
Hopeless and no communication for two months after putting claim in
Hi, we had damage to our pool, lodged a claim, somehow my claim went under another person in melbourne, I'm Newcastle, didn't hear anything, then they told me oh we had a stuff up and breached my privacy and put this claim under another name for accidental damage.
This was a major failure of a pool wall, and they then try to tell me it was accidental, just get it replaced, their words not mine, my pool weighs 80 tons, can do this much damage"accidentally"., Pool wall and skimmer box falling away from concrete wall,18inches thick
Got a quote,...sent it off, heard nothing for 7 weeks, despite me emailing every week to get an update They have finally appointed a structural engineer, going to be biased, he's paid by Woolies of course. Claim started mid 2020 Just hopeless, only when I said I was cancelling my four cars and my h/c policy, someone replied to emails.
Worst Insurance Policy I've Ever Had
Lengthy claims process, contradicting information from incompetent consultants on the phone. Ended up costing me big time to insure with them. About to contest outcome & expecting same as all these other terrible reviews
Woolworths Insurance automatically drew money from an expired credit card still waiting for monies to be returned!
We took House Insurance with Woolworths for period ending November 2020.
In the contract it says - 'they will AUTOMATICALLY Debit you when it is due again'.
When we checked for prices, we found a better price, so DID NOT go with Woolworths. We contacted them to tell them this. They said the re-new may not go thru because of previous credit card being expired. Guess what? Cole's MasterCard allowed them to process it. Woolworths then wanted our new credit card details to refund the $1200+ . We said NO. If you can magic it out; your can magic it ...
Highly incompetent in every aspect of a claim
-Claimed flooring due to water/storm damage
-claim was first taken by someone quite standoffish and rude
-the portal didn't show my policy or my claim. After 8 months of continually asking, they finally sorted this
-claim was unreasonably denied. I was told this over the phone by someone clearly eating their lunch and having no idea about my claim
-i fought this and got the denial overturned
-every step of the way required me to initiate contact and then follow up when no response was given
-Again, no response when I gave bank details for payme...
Questions & Answers
Are solar panels covered under Woolworths House and Content Insurance?
Woolworths Home and Contents Insurance
Hi Diana, thank you for reaching out to us and we would like to apologise for the delay in response. Solar panels are covered under our policy cover, If they are installed on your home the value can be included in the overall Building Sum Insured amount. If you need any assistance please reach out to us through our Live Chat service on our website https://insurance.woolworths.com.au/ where one of our Customer Service Representatives are available via web chat from 8.30am - 7.30pm weekdays and 9.30am to 4.30pm on weekends.
How come no one is answering when I call about my insurance claim
Trying to call since last Wednesday every time I’m waiting for over an hour today I’ve been waiting for 2 hours and no one takes the call!!!!
This is absolutely unacceptable!!!
How do I get to talk to anyone???
I had the same problem, finally spoke to a lovely girl her name is Anisy....was very helpful....I hope our issue will be resolved this week...
customers of this insurance company know how unprofessional and useless it is.
for those interested let us start a class action with ACCC
Woolworths Home and Contents Insurance
Thank you for getting in contact.
We are sorry for any inconvenience this process may have caused.
As you are probably aware with everything thats going on, our claims department is in high demand at the moment. The correct number to get in contact with the claims department is 1300 10 12 34 and follow the correct prompts that will take you through to the correct claims team.
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.