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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.
They will not return your calls. They will not return your emails. They will do nothing.
In January our house was struck by lightning and caught fire. It is now uninhabitable. Five months later we still do not know when anything will be done. Every scrap of information is dragged from them after waiting on hold for over an hour.
They will not return your calls. They will not return your emails. They will not answer your call in under an hour.
Our next step is legal action.
If you value your home, what's in it and your mental health, avoid this company.
Dont be fooled
Quick and easy to take your money but if you have a claim is ridiculous hold on the line for ages only to be cut off. No complaint phone number same as the number you have been holding on. Will keep transferring to other operators only to be cut off. First lodged claim at night got through only to find they are based in South Africa. Do not have dealings with this company not Australian based very misleading. Still waiting for some idea as to when the claim is going to be approved or work started. Will cancel at first chance please dont be fooled like I was.
Woolworth Landlord Insurance SCAM
I have one word to describe them "SCAM". They deliberately cancelled my landlord insurance, so that they could escape from Loss of rent during Covid19. I emailed them few times to provide me an update regarding my policy renewal.
Their argument is that i didnot call them. Which honestly i did few times and the wait was 1 hour. So i decided to email them again. Then they argued that in my email i requested them not to cancel my policy but did not use the word REINSTATE!
Long story short, now they are offering me a new policy with higher premium ...
Agent of overseas insurer
I purchased a contents policy with Woolworths and found after reading the document they were in fact an agent of a South African Insurer. I would rather keep my money in Australia. If there is a dispute does Australian Commercial Law apply or are we subject to dealing with an overseas insurer
Making it difficult for a policy holder
House and contents cover due for renewal within a few days and I wanted to switch from monthly payments to a one-off annual payment. Couldn't be done, I was told, except by cancelling the original cover and starting afresh, taking at least 15 - 20 minutes on the phone, I was again told. I don't have 15 to 20 minutes to waste going through old stuff all on file and unchanged in every respect.
Not happy, Woolies!
Inflexible and jacked up premium on renewal
Increased premium by approximately $250 on the renewal, and during bushfire season refused to switch my landlords policy to home and contents. Upon trying to call to fix this up again recently, I got hung up on twice after approximately 1 hour on hold in total.
I had to email customer service and tweet at them to get someone to call me, which took a day. Finally, the rep on the phone offered me to go online and save 30% without making mention that I would then have to call back and cancel the existing policy because a home and contents policy ...could not simply be upgraded. This is the whole reason I had to get them to call me and why I tweeted at them, because I couldn't reach them to cancel the policy, so I caught them in a logic error. Overall I'm disappointed with the experience due to their delay in reaching out, and the premium they charge. For what it's worth, even with the 30% online discount, they are still more expensive than the insurer I chose.
Just Awful. Please read this as a warning!
Awful. Don't do it. It's been over 7 months and I still have a damaged vanity from a burst pipe. Countless hours being on hold and emails going no where for multiple issues along the way, very difficult communication. I've been told I'm finally getting a cash settlement direct deposited which still won't cover the cost to repair but at this point I'm exhausted. Its been 2 months and I still have to call and email them weekly getting told the same thing and still seeing no money!??.... initial claim was October 2019. I dont know if its incompetence, lack of care or just terrible communication between their staff.. but I cant wait to make the switch. Please re think their cheap prices as it comes with very poor service!
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
A Number Not a Person and definitely not a Customer.
Take months to respond.
No commonsense approach.
Poor evaluation of claims.
Disappear when You need them most.
Claims are >6 months old.
I was told would receive a letter with some items rejected for lack of evidence even though there is some commonsense.
Garage Door / Lattice Fence - Previous tenants broke back into property multiple times after they already trashed the place. I provided quotes from repairer but then was told i need a full damage report assessment or something. Why would they replace the door and lattice unless they had to... No common sense. Every correspondence takes weeks for a reply even simple questions etc. Gave up......Default of Rent - I switched insurer to Woolworths (worst decision...) I signed up early April to start the next month to avoid paying duplicate premiums. My property is managed and rent is paid monthly. On the final week the tenant defaulted which I don't have visibility until a few days after the end of month. In my default claim it was rejected as the tenant was in default at the time of the policy. If I had already had a insurance policy and new the tenants were going to default why the hell would I change? Woolworths again didn't apply commonsense and the extreme circumstances to the claim. Woolworths said they were going to review this but once again taking weeks/months to communicate.
Logged a claim for water damage on the roof , Claim number 985240 , 3 weeks ago , the water is still flooded the ceiling every time it rains , running down into the floor, until now I haven't got the response .
Call the 1300 .. number for update . after spending 10mins on l the unnecessary options,/ announcement .. get into the right session , but its still on hold , no one answer for almost 30 mins now ..
Not sure anyone else experience the same or not . I'm frustrated it , horrible service,
I think I should switch to other even through it is little more expensive .
For those Woolworth managers out there , are you ever considering servicing your customer ???
- 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 Customer Service
I don't even know if they have a customer service team at this point, they haven't replied to any of my e-mails.
going on 3 weeks with no response, i've sent 3 follow up e-mails after receiving confirmation my policy is going up by 26%
Absolutely disgusted by Woolworthes, never again will i insurre or shop with this company.
Winner - Worst Insurance Ever - AVOID AVOID AVOID
Have been waiting for Woolworths insurance to process my claim for over 62 days. 15 phone calls over the last 3 weeks hasn’t even resulted in a decision being made. Woolies blames claims central for holding up the process, claims central blames Woolies. There is no way to further advance my claim. There processes are purely designed to delay and deny your claim. Avoid Woolworths insurance at all costs.
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 ...
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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