- Verified customer
0 starts if it allowed
Do yourself a favour and stay away from them, unfortunately they will take your money and will find any reason not to process your claim.
I had their landlord and building insurance for several years and when the tennant left the property without paying rent and damaged the property they decided not to pay. Funny part is their customer service / claims tries to bully you and puts words in your mouth to attempt in nullifying your claim when you ring them so best to limit all communication in writing
Effortless claims process.
Following an unfortunate incident, our claim was responded to quickly and within our expectations. It was effortless and offered complete transparency with the claim. Swift payment was also arranged. Highly recommended.
They "may be recording" the conversation, but you can't do the same
I tried to chat on line with a customer service representative using their 'my insurance portal'. After going through the automated responses, a person's name came on line telling me they may record our chat. First thing I told them was I may also record the chat and that's where it all turned pear shaped.
After waiting for a reply (but not getting one) I sent a couple of "are you there('s). Eventually I received a response telling me they had to seek advice if I was going to record the conversation. Then, despite a few more "Hello. Are...you there('s)", I received no further communication at all... It makes me ponder their intentions with my 'recording' if they are not happy for me to record the exact same thing (which I did). Had SO MANY issues with Woolworth's car insurance, landlord insurance and now contents insurance... I am removing all policies from them and going elsewhere. They have been a nightmare to deal with in every possible way (from min 40 minute wait times, to not cancelling policies, to no reimbursement) and I only had one small (and failed - of course - ) Landlord claim. It's cheap for a reason. Spend a bit more and actually have your item/s covered. Otherwise you're just making a donation to a multi national company like I did!
Stay away from Woolworths home insurance
Worst experience ever. Even worse customer service. Still waiting for a call back and the report. Ceiling collapse due to strong wind considered 'wear and tear' (absolute nonsense) claim #956963. Total Rip off I DO NOT RECOMMEND.
Charged from my account even the insurance period is over and I didnt renew the policy...
Purchased 1-year home content insurance, and it covered up to mid-October 2019. I didnt renew the policy, when received email from them, because property was sold in September this year. When looking at back statements, I found this company is charging money directly from my account, even in November...
Claim process and service is very poor - go elsewhere
I lodged a contents claim 2 months ago now due to a burglary at my apartment. The service Ive received since has frankly been appalling. They claim theyve not received things when I have copies of all sent emails and auto replies. I received my first response over 3 weeks after I lodged my claim, having had to call to chase it up. I provided more information after that email and received a revised settlement two weeks later which is now a month ago. I disagreed with that as some items werent being reimbursed that had reasonable evidence of proo...f of ownership and use, the assessment was I inconsistent at best . Ive now heard nothing since, thats over a month now. When I call the service person they say they cant do anything and they usually fail to read the entire file, which means they tell me about the first review and that they are waiting on my account details for settlement - incorrect and then I have to wait again while they then read the file properly. Apparently theres only one person who does the theft claims and I just have to wait for them. I decided to escalate to the resolutions team - and still no response or call. Its such poor service and I will be shifting my business elsewhere. Meanwhile Im still waiting to replace my stolen things.....could be a while. I fully intend to refer this to the AFCA as its just not good enough. They happily take my premiums and send me reminders each month but when it comes to lodging a claim they simply do not deliver. Go elsewhere for contents insurance is my advice.
We had a water leak problem behind plaster in bathroom area,witch damaged plaster in 2 areas,as well as the tiles .We reported the damage ,and 2 assessors came ,took photos of the damage ,and promised to fix it,and also pay us the rent till property was fixed.In next 2-3 days they send a plumber to look and test the water that tried to find out what was the problem.After staying there more than 40 minutes and wasted about 300 liters water , he left,telling me, he was to come again for more tests .
In 2 -3days he came back together,wi...
They were happy to sign me up and take my money.
This was for landlord insurance.
When I tried to make a claim, they came back with a ridiculous amount that was less than third of cost to get repairs done. In regards to lost rent, they said that despite the property having holes in walls in several rooms, it was still habitable, and therefore declined my claim.
Are you serious???
Customer service shocking.
I am disputing claim now, and told they have to get back to me within 45 days... What a joke
Never again woolworths. Stick to sell groceries, which you are half good at!!
A very happy customer.
My policy cost is extremely reasonable compared to other companies . All phone call was all I needed to sign up . I have had two claims both was done quickly and efficiently . I've been with them for three years and will continue with them for a long time.
Disappointing Customer Service
I was disappointed with the Customer Service. I contacted them to find out how much my insurance would be if I switched to paying monthly as opposed to annually (the policy was up for renewal). I was told they couldn't give me a figure until they actually made the change to my account and waited 24 hours. Considering the price was likely to go up (and my policy was due to renew in 2 days) I was very disappointed they couldn't give me the price straight off the bat. Seems like a flawed system if that's the truth. I was ready to renew my insuranc...e just to avoid the hassle but after this experience, the hike in my premium after 1 year (and no claims), and seeing the other feedback here I will be switching. EDIT* I want to add a telling anecdote. When I went through the online chat to cancel my policy I was not connected for 20 minutes. However when I started another chat and did not preemptively mention cancellation I was connected within 1 minute. However, to be fair, when I was connected they were very efficient.
Our ceilings in our kitchen, dining room and kitchen collapsed on Monday 07.10.19. We phoned only top be told it was a public holiday in NSW and no one could help us.I got a local builder to come and see the damage who then said you cannot stay here and therefore we booked into a hotel. On the Tuesday we contacted Woolworths again who said that we could have temporary accomodation. I have just spoken to one of your people whom has told me the claim has been knocked back due to what they believe was builders errors back some 19 years ago. Obviou...sly I wish to. appeal but also how come no contact has been made by yourselves to me. Surely you have a duty of care, once the decision was made to contact us and tell us the house is unfit and dangerous to live in. I do believe you have criminally negligent in not coming forward earier with this knowledge.
Hopeless just hopeless
They are underwritten by a mob called The Hollard group who are totally useless. It is a con where they take your money and then try and contact them if you have a claim, good luck. You get a generic email saying someone will contact you in 5 business days but as we have no Fridge that is a long time to wait. They say call us if you want but No one answers a phone ever there. The 24 hour insurance claim phone number doesn't work outside of business hours Monday to Friday The worst insurance company by a mile! You have been warned and don't be fooled by the cheaper quote because they will do nothing about your claim anytime soon. Stay away from WOOLWORTHS INSURANCE!!!
Endless Source of Frustration
Business model is to sign you up with discount them dramatically increase premiums the following year. After 3 attempts I finally got someone to answer the phone and complained. I pointed out as a new client on their own website i could get a deal way cheaper than my renewal. Unfortunately they were not prepared to match price so I cancelled policy and simply took out a new one. Presumably will go through the same exercise next year. Completely brainless.....
Unable to contact. There phone system is busy and the online service to Web chat disconnects all the time.
Had only been with them for one year but not again. Trying to contact them has been impossible on the phone and via the online chat box. Now switching provider!
Major increase in premium
20 percent increase in premium in twelve months is rubbish.
What are Woolworths thinking apart from lining the pockets of the insurance company that uses them.
Woolworths insurance is no longer my insurer.
Only half the job can be repaired..
So now Hardifence is not available, half our hardifence blew down and they will only pay to replace the half with colourbond and leave the rest hardifence!! Unbelievable.. so the neighbors who are with a more popular insurance company have had the lot replaced with colourbond, no problems at all. Twice spoke with Woolworths Insurance and they simply state "Well if you don't want a half/half fence then pay extra to have it look the same".
Email below from Woolworths Insurance;
We have reviewed your quote and understand that you may not be able ...
I would not recommend to anyone
The online setup was easy and I obtained the very top Comprehensive cover for my home and contents. During the process I wanted to ensure everything was covered no matter what and ticked everything possible. I listed all portable valuables worth more than $1,000, as I understood this was the requirement. When I did lose a portable valuable worth less than $1,000 I submitted a claim not thinking twice about it, only for it to be rejected stating that even under $1,000 it needed to be specified - i.e. no change in the premium, but it just need...ed to be specified. I wish this had been made clear in the application process, as it certainly was not my understanding - I understood it only needed to be specified if over $1,000. Needless to say, they may have saved a few hundred dollars, but I refuse to give them anymore of my hard earned money and have arranged to change Insurance Providers. One thing I require most from Insurance is peace of mind and that is just not present in my experience with Woolworths Insurance.
I took out a new policy with Woolworths insurance as the premiums are higher with AAMI and CGU.
Soon after I had 2 claims at the same time, its unfortunate but can happen. They straightaway sent an assessor, then I was booked for a phone call by Danielle, the questions she asked for 1 hour, after that I was sent forms to fill as I had previous claims dating back 7 years
I never had this type of treatment with any insurers other than QBE. As we have multiple homes and cars , we had different insurers.
Please don't go to Woolworths, Hollard or any of their brand.
AAMI and CGU are very good even if the premiums are higher
Stressful Buildings Claim with Woolworths Insurance after Attempted Burglary
My house was broken into on 30th July. I came home at 2.30 in the afternoon to find my back door smashed and glass everywhere. Nothing was stolen as I don't keep cash or valuables in the house and the internal alarm went off, scaring them away. I called Woolworths Insurance, who don't have a dedicated line for insurance claims. You have to choose from a menu which includes options for their supermarket etc. When I got through the recorded message said "Your wait time is 6 hours". You can imagine how I felt about this. I found another number fro...m my email records, and as I am in WA, the recorded message said to call back tomorrow as their claims line was closed - however, if you wait until the very end of a very very long message, it gives you an "After Hours" number. I called this and finally got through to someone. The person was competent, but I was then put through to a company called Claims Central to organise repairs. I have since discovered that companies like Woolworths who are not dedicated insurance companies use a third party for claims, in this case Claims Central. Christine from Claims Central answered the phone and said "How are you?", which was not particularly helpful, considering what had just happened. I explained that I wasn't feeling very good, considering my house had just been broken into. Christine's English was also very poor, so I struggled to understand exactly what she was saying. She said they would send a "Makesafe" team to board up the door. Since it was only glass that was broken, you'd think it would be more cost effective and quicker for everyone to simply send a glazier and fix the damage, but apparently it doesn't work that way. Over 3 hours later, the Makesafe team arrived and took almost 2 hours to board up the door. They weren't professional but ended up securing the door adequately which was my main concern. However they removed all the glass from the door and I later discovered they had thrown it all, loose, into my council-provided wheely bin which is for rubbish only and definitely not broken glass. This should've been taken away by them. I called early the next day (6am) to avoid a long hold time in order to arrange the assessor inspection. An email from Woolworths said someone would contact me, but I wasn't prepared to wait for this to happen. The earliest the assessor could attend was 2 days later (Friday), which is pretty late. The assessor was the only professional person in Claims Central I dealt with. Jake arrived exactly on the dot of the agreed time, was polite and completely professional and I felt somewhat better after this. He was surprised to hear that my Customer Service person had not yet been in touch. I was advised on Monday morning that my claim had been approved and to pay the excess. I paid the excess immediately. It then took another 2 days for the work to be assigned to trades. I then got an email with the trade's contact details. The email said "They will contact you within 48 hours but if they don't, here's their number". Again, this did not fill me with hope. Of course, 48 hours went by and I did not hear from them. I called the trades and the guy said, "This has only just been approved. The repairman I use won't be back until Monday. I can get him to contact you then". The repairman texted me on Sunday night which was a nice surprise. He attended Tuesday afternoon with the glass repair guy to measure up. Keep in mind this is now 2 weeks since the incident. I had to ask how long it would take to get it fixed and was told another week. One week later the door was repaired, so in total it took 3 weeks for this simple repair. I dread to think what it would be like for people who have lost their entire house, as if it takes 3 weeks to replace a door, I imagine it would take over 12 months to rebuild a house. As well as the glass and my door being fixed, there were a few other things that the assessor had added like paint repair and repair to vertical blinds, which actual weren't required - but I had signed the assessment anyway just to make sure there weren't any delays. None of this was actually done so it's a good thing I didn't want these things anyway! Throughout this process there were lots of confusing blank texts from Claim Central, and sporadic contact from the person who was meant to be my dedicated Customer Service person. From now on I will stick to dedicated insurance companies - ones that deal only with insurance and manage their own claims - not other businesses that take on insurance as a side gig. If you never have to make a claim then I'm sure you'd be happy with Woolworths low premiums - but sometimes you get what you pay for, and the true test of an insurance company happens at claims time. Overall, you feel completely lost and forgotten by this thoughtless company. Also, when you first sign up they use underhanded methods like encouraging you to create a user portal on their website to keep track of your insurance - however this also gives them your credit card details which they then automatically renew UNLESS you cancel with them! Luckily my card had expired but of course I also did not renew. I would not use Woolworths insurance again even if offered free insurance and paid me too. Go elsewhere.
The reviewer stated that an incentive was offered for this review
Renewal is expensive
The initial policy went well after that renewal came with high numbers and shocked. Customer service response was inadequate. Generating a new policy is cheaper than the renewal policy. I cancelled the policy and now thought to create a new policy or move elsewhere.
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Questions & Answers
just got text home ins policy hom105892856 what is this for been waiting on phone for 30 minutes
Hi, trying to organise Home & Contents Insurance. Completed all details and requested purchase. Received this message,
"The requested URL was rejected. Please consult with your administrator.
Your support ID is: 16084609135762322655
What has happened? What do I need to do now!
Woolworth on line gets in your information and does not allow you to get the quote forces you to contact them in my case I called and had to wait a long time The service was so pathetic and misleading If at this stage they are found ripping cash and I do not trust when you request a claim either they will knock you off by some lame excuse my quote given was similar to Allianz Who have better standing in the market I would tell you get NRMA because at just $50 extra as they are the best in the market You can visit NRMA office directly face to face all the best do not go ever to these no frills brand even CBA
Ryan A.Woolworths Home and Contents Insurance
Hi Cheryl, thanks for your review about us and about your online quote experience. We apologise for any inconvenience caused and we are concerned that you have had this experience with us. We require some more information to assist you further. If you can please let us know your preferred contact number, state, and full name in a Private Message so that we can follow this up with you ASAP and help you with your insurance. Thank you.
Hi, I currently have landlord Insurance with Woolworths and have a claim in progress for water damage on an internal wall. After reading these reviews I will be keeping a very close eye on the whole process until completed.
P.S Not a good look for this Insurance Company..
Hi David, totally agree. My father has never made a claim in 50 years only to have a fair claim knocked back for the garage roof falling due to high winds on his car and hobby gear in the garage. The house is maintained to a high level and in perfect condition. Yet Woolworths stated lack of maintenance. In no way did the plaster look like it was failing before this.
Guys insurance claims are rejected even my last experience with commonwealth bank home insurance was declined as leaking roof garage blamed the builder and my insurance from CBA private top hospital cover declined my kidney cancer tumor surgery nephrotomy radical as preexisting condition It was case advance stage I do not recommend Woolworths or CBA
NRMA insurance is the best on the market maybe Allianz
Ryan A.Woolworths Home and Contents Insurance
Hi David M., thanks for your review about us and about your claims experience. We apologise for any inconvenience caused and we are concerned that you have had this experience with us. We require some more information to assist you further. If you can please let us know your preferred contact number, state, claim number and policy number in a Private Message so that we can follow this up with you ASAP. Thank you.
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