Reviewer Photos & Videos
Worst Customer Service!
You will be put on hold for hours (currently on the phone waiting for 1.5hrs). There’s no option to cancel online. do yourself a favor and Stay away at all cost.
Absolutely shocking, avoid at all costs
Home and Contents claim submitted on March 7th, assessment done on 9th March due to storm damage and leaking roof. They said the claim was approved and they would provide a cash settlement. From the 9th March to today (12th May) they say they are still waiting on the report from their assessor Linx Restoration/Bay building group. I have been calling them since late March about an update on this so called report so they can determine a cash settlement amount. I am hold now again as I type this and they say "we called Bay building and they just h...ung up on me, I will escalate this for you". I think they actually sit there and laugh to themselves when discussing the various customer complaints and how they can stall customers for months on end. Avoid like the plague...
Terrible claims experience
Have been trying to sort out a straight forward home and contents claim with them for over 3 months.
Keep getting shifting between them and AG Grant who are doing the assessment.
They never give me any details on the status of my claim, no does their online portal. I've taken to calling every 2 days to try and sort this out and each time am on hold for at least 2 hours.
They've breached the code of practice (I.e communicating with claimant every 20 business days) once I realised this, that when I started proactively contacting them.
Would recommend going elsewhere based on my experience.
Worst, incompetent company you will ever deal with
Today I am lodging a complaint against Woolworths contents insurance with the AFCA (The Australian Financial Complaints Authority) After two weeks of them telling me that I would have my fridge/freezer replaced to the exact same model or similar to then receive an offer for a cash amount of $900....when the fridge was $2092... is absolutely disgusting, how is anyone supposed to by s $2000 fridge for $900... I will be switching contents insurers as soon as I can as the money i've spent with Woolworths is obsolete to them. They do not value their...customers ( the constant 1 star reviews show this) and the customer service team have no idea what they are talking about. Wait times to even talk to someone who has no idea is 1-2 hours. This company is shonky with their insurance policies and wouldn't recommend them to anybody. They don't even deserve a 1 star review.
Do not honour claims
We had a genuine earthquake claim, it took a couple of months to get the assessor and architect to value the damage. Then we had to wait another couple of months for the report. After all that, they came up with some ridiculous excuse of why it wasn't earthquake damage. It is so unfair after paying all those premiums, and we have to fork out more money to do the repairs. It's wrong, but they get away with it.
Lodged a claim for a minor damage due to rain, took six months for them to prepare "file". After 6months I was given the option to either get the money and I fix the issue myself or Woolworths can arrange to fix the issue. I decided to request for payment and get it fixed myself because I wanted to avoid any further delays from Woolworths in getting my damage fixed. I requested for payment and now I am chasing every week for that. "yes sir we are processing your payment" but more than 6 months and I haven't yet received it. Call their customer ...service and you first have to wait for hours to get someone answering it. Last week they told me they have processed my payment and I will have it bank account in 5 days. This week when I called, they were like "Oh sorry we raised the payment last week but there was some error so I am raising it now again" WHAT nonsense!!!! I asked the lady on the call if she can send me an email stating that there was issue with payment issuance last time and that they will raise it again. She confirmed she will send the email but I never received it. It has been a terrible terrible experience and I would never recommend Woolworths Insurance. Because I do not want to go through the same experience again, I am now taking not just my home insurance business but also other insurances I have with Woolworths to a better provider. I have been paying my premiums to them for over last 5 years, auto debits. And when I needed their service this is what the customer gets in return. Any insurance is not worth it if they cant help you when you need it.
Attempted to cancel my home insurance from renewing a couple days prior, however they chose to still process and email me after and stated it will take 5-10 days to have my money issues back.
Every call wait time 1-2 hours. No empathy. They involve suppliers and they pass it to each other every time I called. No process to follow to help customers. Trying to get temporary accommodation after the incident, 5 days so far and no help provided. Terrible situation with kids. I really wondering why this entity exists?
Woolworths may be competitive with house and contents quotes but I would recommend paying a higher premium and going elsewhere. It's not worth the heartache and frustration. This company has useless customer service and couldn't care less if their customers are suffering. Wait time on hold is unacceptable, promises are made that "case manager will look into the delay and make contact" they never do. Emails are rarely answered, unable to get simple questions answered clearly regarding claims, unable to organise reliable tradespeople for repai...rs. We suffered 3 flooded bedrooms NINE weeks ago, my family had to live with saturated carpets for 10 days before anyone came to remove them despite me contacting them frequently. That is the only work that has since been carried out in NINE weeks. My house is completely disrupted as we have had to remove contents of bedrooms because we still waiting for someone to even determine repair work, meanwhile my children have since been sleeping on lounges and doing their study in other areas of the house as their mattresses and bedrooms are mould ridden. I am so tired of being told they are experiencing high volume of claims, poor excuse - what makes my claim less important than any of the others, I paid for a service and get nothing in return. Unacceptable, I intend to lodge a formal complaint with the Ombudsman.
Poor claim experience
Difficult to deal with. Poor communication. We received infrequent updates from different staff whom told us information we already knew or were unable to answer our questions. Managing the claim was a nightmare. One day we had the assessor on site, next day told we needed to book a technical specialist - Whilst doing this we were told over the phone the claim had been cancelled. Claim was also submitted under the wrong policy number which they had been advised twice by phone and writing. Ironically several family members are Woolworths staff w...hom are encouraged to use this product. Pretty poor self promotion. The real insurance provider is Hollard insurance. After I lodged a complaint I was still chasing them for updates. Expect to be on hold at least an hour before you speak to a human being. My suggestion - Avoid.
We have faeces through our backyard and mould since the floods. One of us has ended up in hospital for 2 days already over it, and now months on we still have no resolution and have had to refer it to the underwriter. After this we were offered a lower sum for settlement.
There has been a lack of care or urgency on our concerns and the assessor openly advised that it was not a job he usually does and was weary as he wanted to continue to be able to continue with the insurer. The result has been the damage to our home getting worse and our child...
May as well be uninsured as no one answers the phone!
Home and contents insurance renewal was emailed to me with a huge premium hike (no claims in the previous year). Every time I call to cancel or make changes to my automatically renewing policy, I end up on hold for hours with no one answering the phone. The latest attempt this evening I was on hold for over 3 hours before being cut off due to no one being available to answer my call. I have a policy due to renew it 2 days that I now want to cancel. As far as I can see, there is no way to cancel this policy online.
I also now want a refun...d for the previous year's premium - given the insurance is clearly a worthless product - Woolworths can't even answer the phone over several days of me attempting to call them - on hold for hours on end. What would happen if I needed to make claim? I will have to get in touch with my credit card provider to ensure that woolworth don't take the $2089 renewal premium for the coming year (up from $1671 last year, with no claims or changes to the policy). Hopefully Woolworths get in touch with me and make this right, I also have existing car insurance policies and mobile phone services, as well as buying plenty of groceries from woolworths. I will have to consider the service they provide compared to other options across the board.
Disgusting customer service
Have been trying to call for 2 weeks to cancel my policy, waited on the phone for 3 hours before I had to hang up, another time requested a call back and was called back within 30 minutes and then put on hold for over 2 hours before I had to hang up again! Tried numerous times over 2 weeks and nothing.
Funny how i rang for a quote for a new property I have just purchased and surprise my call was answered within 10 minutes! Seems they are happy
To answer when there is money involved for them, would never insure with this company ever again.
Worst company to deal with
You will be put on hold for hours. There’s no option to cancel online. Stay away at all cost. There are plenty of other options in the market. Very disappointing.
Would give negative 10 stars if I could. Useless company
Absolutely disgusting customer service and non existent communication by Woolies. Took months for repairs to begin on our house and it's been nearly 1 month later and nobody has replied to my emails regarding a reimbursement. I have been in hold to them for over 10 hours in total just for one claim .
Questions & Answers
I want 1 month cover on policy no HOM109593934
Thank you for your query. ...You are able to get in touch with us and request for the cancellation of your policy within two weeks of the date you would like it to be cancelled. You can get in touch with our friendly service team by contacting 1300 10 1234 or using our online chat and email options via the following link: www.insurance.woolworths.com.au/contact-us.html Also please review the Product Disclosure Statement and Financial Services Guide to ensure the product is right for you via the following link: www.insurance.woolworths.com.au/home-insurance/useful-documents.html Kind regards, Nick Customer Resolution Specialist Woolworths Insurance
Are damage to solar panel covered by home insurance? I can see the answer is YES from the comments but I could not find the clause on the PDS. Could Woolworth insurance representative please advise
Thank you so much for your question, Yes, coverage is available with our Home Insurance Product. ...Please contact us for more detailed information regarding this on 1300 10 1234 or please feel free to use our Live Chat at https://insurance.woolworths.com.au/contact-us.html alternatively email us at firstname.lastname@example.org Nicholas Resolutions Team Woolworths Insurance
Get an answer from our members and Woolworths Home and Contents Insurance representatives
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.