Reviewer Photos & Videos
- Verified customer
Just frustrating and unprofessional
Takes ages to do anything, when it comes to claims or refund. Extremely unprofessional and somehow if the client doesn't follow up, the whole things goes un-noticed. May be it's a deliberate attempt by the insurer to make $$$. However when it comes to grabbing the money from the client, they are spot on with their timing !!
Am definitely switching in my next renewal.
Hail Storm Recovery
My house (along with many others in the area) was damaged by the Brisbane hail storm which occured on Sat 31st Oct 2020.
Following the storm it was evident our roof, solar panels, water heater and shed had been severely damaged by the 10cm+ sized hailstones, so we quickly decided to submit a claim. Intitially we tried to call, however there was a long wait time (guessing due to many others also trying to submit claims at the same time and it being the weekend), so we submitted an online claim instead which was easy enough.
Within the next co...
Worst Insurance Company/Service
One Star is being too generous. I experienced Storm Damage (fence came down) Shade Sail (Professionally installed, in good condition prior to the storm) was ripped, pool cover blown away. They are offering me $160.00 towards the repairs. It's a joke. This has been going on since late May. It took over a month to respond to emails or not at all. I had to find invoices of the install to prove it was done by a professional company, which I did finally manage to email them copies. Phoning them means a 10min+ wait time, then they offer to call back. Still waiting. I've asked them to refund my last renewal and will go with my original insurer. Changing to Woolworths Insurance was the biggest mistake.
I'd highly recommend Woolworths Insurance as they covered all contents impacted in my claim and my claim was looked into promptly and repairs performed on time.
They were quite accomodative during Covid19 pandemic and mine was completed in a month.
Disgrace Of An Insurance Company
Loyal Customer of Several Years
Paid Annual Premium Upfront.
Made A Claim.
No Work Actioned Or Any Communication In 6 Months
Tried Calling x 5 , Emailing x 2, Online Chat x 3 - No Call Backs, No Communication.
Just A Cash Grab.
Disgrace Of An Insurance Company
- Verified customer
Unresponsive. Farms out claim processing to a company that can only handle part of the claim.
Quote and setup was easy, all online. Pricing reasonable. I have been with them for 10+ years for house and multiple cars.
Great until you lodge a claim. They are unresponsive, phones lines are impossible to get through in less than 2 hours and emails will be completely ignored. No way to speak to them. The home repairs were farmed out to a third party that only focuses on getting your excess paid then ignores you again. I eventually got someone out but they were obviously the cheapest bidder and the work has been sub-par. Months later I am s...till waiting to hear when they will fix the damage they caused. The only way action happens is for me to contantly chase the people personally involved. Neither the third party or Woolworths will speak with me. My contents claim has been completely ignored. I was supposed to be paid out for some of the damage they deemed difficult to repair. Months later I have no idea when that will happen. Meanwhile more water damage occurs.
We have almost completed a storm damage claim and I have to say the service from Woolworths Insurance has been nothing short of amazing from start to finish. Claim Central organised the repair which involved carpentry, painting and finally floor polishing. Yes it was a process but I would highly recommend based on our experience.
Storm insurance claim
The claim process was slow and cumbersome. I had to follow up several times to find out the status of my claim. I asked to escalate my grievance. I did not receive a reply. The amount offered was woefully short of the amount required to fix the fence. It took 10 days to receive an approval to pay out my claim. In comparison my neighbours insurance payed out within 48 hours. You only know how good your insurance is when you actually have to make a claim. It would appear you get what you pay for including insurance.
Worst Insurance Company Ever
Initially they are cheap but the following year they were back up to the same as any other company. We lodged a claim on our house prior to Christmas and it took until February before the claim was rejected. The independent claims tribunal overturned the decision in March and it is now May with very little progress at all. As soon as the claim is finalized we will be switching companies as I couldn't go through the +1 hour waits on the phone to speak to someone again. Absolutely pathetic.
- Verified customer
Great customer service
We had some damage to our patio and external wall due to storm damage in October of last year. We contacted Woolworth home insurance and they gave me a direct contact of my claim assessor and the claim was made a lot easier. A lot of the contact was online via me sending photos of the damage, and it was a smooth process. They process the claim in a very timely manner and were really helpful to deal with. I have just renewed my home and contents with them based on the service they gave me.
Worst insurance Ever!!!!
We have just finished going through the long and unsatisfying process of lodging our first claim with Woolworths Insurance. What a tedious and drawn out process it is; and it will definately be the last bit of insurance we ever purchase with them.
Issue - damage to carpet in our downstairs area.
Process - took a week for someone to come and look at it.
Took another 2 weeks plus for report to be submitted to insurer by the assessor. This is after calling the insurer and being on hold for up to 70 minutes. We were only on hold for 50 minutes ...
Horrible Customer Service
I have 2 claims still pending with Woolworths (Hollard) Insurance and the horrible incompetent Building Company John Lyng Group. I have been on this for nearly 5 weeks chasing my claim and the timeframe of works to be completed only to get the runaround. The cash settlement was lowballed to the point where it did not make sense and to make it worse i hadn't even been assessed for the damages. I have waited an average of an Hr each time i have waited on the line for a customer service rep at Woolworths. I have reported this organisation to AFCA ...and also to Fair Trading NSW for Johns Lyng mishandling the whole process and giving false assessments when they know they are missing out on a project on the basis of a cash settlement, Avoid this Insurance Company you will be sorry if you take the cheaper option.It was huge mistake!!
Not even a hint of customer service.
While the policy was cheap, and the payout eventually happened, it took 10 weeks, and me having to call them every step of the way to prompt them about the next step. I honestly believe that if I did not call them every week, nothing would ever have happened. All in all, I spent around 40 hours on hold with this company. And every time I got through to someone, they are like "How can I help you today?" - Maybe just do your job!
Call Centre takes over an hour to get through every time ...BUT since improved
I have had to follow up my claim multiple times due to Johns Lyng group not being able to correctly do a Make Safe, causing further damage and needing Woolworths permission for various things such as reopening Make Safe that Johns Lyng close too soon. They ask me to ring Woolworths every time to request they raise a new one. Whenever I call Woolworths Insurance they take over an hour to answer when calling to follow up a claim (in one case i waited 2 hours and gave up). I understand there was a lot of freak storms and things last month, but ...they have now had over a month to increase staff in their call centre. They should at least offer a call back service. Please note also that their office hours for existing claims is only Monday to Friday until 5pm and after these hours can only get through if selecting 'new claim' option which is open later than until 5pm (although they can only assist with raising another Make Safe with Johns Lyng and cannot help with the existing claims). UPDATE Jul 2020: I had a few times since my original calls that I had to call Woolworths Insurance again to enquire on awaiting variation approvals they had received from Johns Lyng and the time to get through had improved greatly to about 20mins hold time (also helped that I had memorised the numbers to press to avoid listening to all the menus). I also had sent emails at times, which a month or two ago were unanswered, but more recent emails generally were answered. I don't like that I had to call so much to follow up things with them as gave them enough time to resolve before calling, but increasing my rating from 1 star to 3 star, as things did seems much smoother in recent months, compared to Jan/Feb 2020 when there were lots of other claims going on at the same time as mine.
Hopeless communication, fobbed off to a third party who basically told lies
I put my claim in for a leaking water pipe in November 2019. I sorted out the electrician and plumber to locate the leak. My claim was passed to Johns Lyng. I don’t remember taking out my policy with them but they basically told me they would match the materials as close as possible even though I supplied where I had originally got them from. To-ing and Fro-ing I asked to settle the claim cut johns lyng our as I have no trust or confidence in them touching my home. Got told my wallpaper was discontinued by JL only for me to jump online and find...it instantly. We are now 4 months down the line and no progress has been made. Please don’t tell me to call your Customerservice line as I have to wait 40+ mins and I don’t have that time when working full time. Just settle the claim as I have asked, it’s fair and not asking for anything inflated just the right thing. Then we can all move on with our lives!
Very friendly staff who don't tell you the truth.
Contacted Woolies insurance on 2/01 as we had water leaking downstairs that put a small hole in the ceiling. An assessor from John's Ling Group came out and then sent a plumber. On my first call, I was told if it was at waterproofing issues it would not be covered. The plumber from JLG came and worked out where the leak was coming from, he told us a leak behind our shower not a waterproofing issue. I waited a week and called. Each time I would call at 8am and wait between 20- 1 hour to talk to someone. After many many calls a lovely lady cal...led Lisa rang me back and said, yes your claim has been accepted. We spoke about the bathroom and I told her how happy I was. This was 7/02. I wait and here nothing. I ring back on13/02 and say I have not received anything from JLG, I am told by the woolies employee that they will email JLG. I receive a call from JLG staying Woolies has not accepted the claim yet. I ring again on 17th and finally I get a scope of works that tell me they will fix the ceiling with the damage. I ring JLG and the man tell me that Woolies won't fix my bathroom. I ring woolies back and email on 18th and 20th asking for a supervisor to speak to. They are all in meeting. I receive no call. On 24th I ring again at 8am and a lady there tells me that we need to fix the damage to the bathroom and that Woolies was never going to fix that. I never receive a call from a supervisor, the lady was just worried that I was going to take me home and two car insurances away. It's interesting that Woolies record the conversation but won't listen to the one with the lady telling me woolworth will fix the bathroom.
Don't waste your time
Very quick to deal with renewal of policies or starting policies but the second you need to claim expect the run around. We were affected by bushfires in December 2019 and made our claim straight away to get things started (in the hopes of actually getting things done quickly). We were given a claims manager (who in the last 2 months has only spoken with me once when I managed to get them on the phone by some miracle), no replies to my multiple emails. Lots of misinformation, we needed a private electricity pole replaced on our property in orde...r for us to live there and had an electrician come out straight away and fix this, I was informed that all I needed to do was forward my invoice to them and it would be paid, two months and several emails with said invoice later I'm told that this was incorrect and that I need to pay it myself and Woolworths will pay me back. Now obviously this is not fair to the electrician (who has been more than reasonable in knowing that we have been dealing with insurance) or myself who is now suddenly out of pocket without preparations! I have spent multiple hours on hold before speaking to someone only to be hung up on before someone answers, told that they can't give me any information because they aren't my claim manager, that my claim manager is busy but will call me back (has never actually followed through with same), today I spent 1 hour 55 minutes until someone answered and told me they can't help me because they aren't my claims manager.
SLOW, SLOW, SLOW!!!
Home burnt on 31st December 2019.
Submitted claim 9th Jan
Assesment dude came out to property 15th Jan
Assesment submitted 3rd Feb
Total Loss letter 5th
11th Feb claim has now been settled, revised total loss letter sent.
17th Feb 2020 - paid in full with clean up payment.
Had to pay second months rent from my own pocket even when the client officer said woolworths would pay me before my monthly rent was due. ...Unprofessional. Communication is terrible. I am calling or emailing to find out what is going on. I got the feeling Woolworths were delaying every step of the way. The whole experience has been extremely stressful. Our other contents insurance company had been, assessed and paid even before Woolworths managed to get the report submitted. If Woolworths improves the communication and speed of claims, I think there would be less negative reviews
Best insurance no hassle
Insurance is good value and my claim was settled in just a few weeks. I will not be going anywhere.
Air conditioner stopped and after getting a quote it was fix. So happy.
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.
Questions & Answers
Are solar panels covered under Woolworths House and Content Insurance?
Elisabeth L.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
Customer Service RepWoolworths 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.
just got text home ins policy hom105892856 what is this for been waiting on phone for 30 minutes
Ryan A.Woolworths Home and Contents Insurance
Hey John, thank you for your question and we do apologize for the delay in getting back to you. Unfortunately we are not able to discuss personal policy details here so please contact our friendly customer service team via the phone at 1300 10 1234 or via live web chat through our website.
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