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.
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.
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.....
Good prices but have not made any claims
Premiums are very attractive, but as others have pointed out, when it comes to making a claim Woolworths can be very tricky.
One aspect I dislike about Woolworths Insurance is its automatic renewal via direct debit. I would like to know what my new premium is and given an option to continue the policy or to cancel it if I am not happy.
Claim for Storm damage
We changed to Woolworths for home and contents last year in November. In January we suffered damage to our house after a massive thunder storm that resulted in lots of damage in our suburb. Submitted claim the next day and very responsive, made the house safe etc etc. Assessor didn't come out for couple of weeks and I had to call to chase this but everyone very helpful. Waited for outcome and had to chase again to be told our claim was denied due to our guttering not being maintained properly. I asked about the appeal process as our h...ouse is in good condition and we had only lived there 12 mths, and the storm was an extreme weather event. 15 mins later they called back to say they had reviewed our claim and would pay up. So very pleased with this outcome. Not sure what it will do to our premiums when we renew but that's not until the end of the year.
I was going to cancel my Insurance due to jump in price, I had a great deal of trouble getting through to the Loyalty Team over a week of unanswered calls, I finally got through and the result was extremely satisfying loyalty discounts applied and the cost was dropped. I didn't want to change insurer, so I am really happy with the outcome. Really helpful lady in the Loyalty section. Thank you!
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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