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I first lodged a claim on 1 Oct 2019 for water damage. I am no where nearing a resolution now, (9 April 2020) then I was back in October.
Woolworths contracts out to another organisation to do the assessment, and it appears these 2 organisations do not communicate well!
Also I have sent emails which have remained answered - and I needed to follow-up several times. When I speak to people on the phone, it's been hours of my life that I will never get back, and it seems that I and the person answering their phones are speaking different languages!
Do yourself a favour and do NOT arrange home insurance through Woolworths.
Worst customer service.
It’s not at all worth.
I had woollies insurance for 2 years, never claimed anything but when i had really incident and I made claim. They don’t follow up plus you need to wait for at least 1 hour to talk to human being.
It’s crap experience, never will go back to wollies insurance for anything.
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!!
Customer service is good!
I have recently requested to change my mortgagee information for my refinancing application and it was immediately processed! I have not made any claim on my home insurance (i hope that i will never be) and I'll continue with Woolworth service given that I always get a great customer experirnce with their Support team.
- Verified customer
Long wait times and premium default increase 20% per year
The policy was good value in year one, when you complete online.
However, default renewal is increase cost by 20%!!!
Call up to cancel policy and long wait time of 40 minutes!!!
Do not choose Woolworths Home and Contents Insurance
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!
Don't argue just report them to AFCA
During a storm 6 months ago out roof and shed were damaged. Hundreds of litres of water inundated the ceiling and affected electricals. Being busy I paid the excess and left the repair to Hollard to arrange. The first tradesman they sent was not licenced to carry out the job. They removed that company then allocated another that dragged their feet for 5 months. When the other company did not complete Hollard offered a cash settlement that would not finish the job. Reported to AFCA and will take them to court.
- Verified customer
Woolworths Home Insurance cancel our policy without us notifying!!!
We got our new house and insured it to them on Sept. 2018, and after one year they just decided to cancel our policy without informing use. Just found out that we weren't insured for 6 months last night amid the bushfires the whole summer, thinking we were insured. (just imagine if something bad happen to our house on that time) I called them up and ask if we break any rules they can't say any explanation except its just out of their scope policy. Not even a phone call or a follow up email. I even look for the email they allegedly sent, but ca...n't find it. this is my first Home insurance and we have a worst experience. Don't be fooled with there cheap price, I bet by the time you need them they won't be there for you. In fairness I'll give Jake the person we talk to on the phone 5 star as he's very professional handling our case.
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.
on hold for hours , with no answer
i've put in a claim for storm damage over 6 weeks ago with no reply or answer.
i have been on the phone 4 times and each time over an hour on hold with no answer . they make it so easy to take your money yet try putting in a claim and get an answer . i got on the phone again today and still on hold after 58 minutes
Don't care about customers woolworths only want your $$$
Been holding the line to talk to someone from the claims team roughly a total of 5 hours!!! usually for an hour at a time with NO AWNSER!!!
They are happy to take your money but when you have a legitimate claim they don't want to know you
What a joke
AVOID! AVOID! AVOID!
Their online chat 'feature' does not work and the wait time on the phone when I called on Saturday was 48 minutes!
I have a simple request, not a claim and I shudder to think how you would get in contact with them in the event of something catastrophic!
Oh and you cannot pay your renewal by credit card!
I am definitely moving on.
A scam. Not a real insurance company!
After being with Woolworths insurance for the last 5 years they are doing everything in their power to avoid paying our claim.
They won't cover parts of our roof that were damaged in a recent hail storm. Each time I call them I get told that the damage was not in the report from John Lyngs Group (their building company). I call the John Lyngs and they say "Woolworths don't want to cover it".
We've been getting the run around for nearly 6 weeks and our roof is probably leaking water.
Avoid at all costs!!
This is a scam!!
Cannot get in contact with anyone with claim follow up!
So far I have been on hold for 1.5h! Their automatic reply from emailing them says they will contact me within 5 business days. Ahhh no, they just ignore emails. Absolute joke! I guess this is why they are so cheap...... Paying for nothing at all would be cheap! (But should obviously be free).
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.
totally disappointed with response to our claim
Our claim was refused after being told a few weeks ago that everything was fine, the roof will be repaired and the lounge room painted. They also told us that the roof was made water tight while they would send a roof plumber....waiting on the phone today for 2 hours and then being told by this person who didn't know what he was talking about that our claim was denied. This whole procedure was totally unprofessional.
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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