No fuss or drama in processing claim
After I had supplied all of the required information, my claim was processed quickly with no fuss whatsoever and the money appeared in my bank account instantly. It was so easy & convenient to lodge a claim.
- Verified customer
Reasonably happy with the insurance
Although there could be a lot more improvements such as the use of web chat and faster customer service times as well as better pricing, Woolworths insurance isn't too bad in comparison to the competition. Hopefully it will be improved.
Landlord insurance thankgod i was covered
Started my policy during the tenats occupation of my home.
On taking the property back found damage and destruction due to lack of care during and on vacate.
Called for insurance assessor to come.
claim was inspected, report was forwarded and after a long wait Woolies paid out at a rate i feel compensated me for the damage done to the property.
Yes, i had to follow them up, yes, i did have to wait on the phone for long periods of time (45 mins a couple of times Woolies u should look at this is a bit excessive)
- Verified customer
Good price, easy to set up, haven’t had to claim
I have recently set up house insurance for a house we purchased, and then when we were moving in, changed it to a house and contents policy.
I have one gripe which I’ll get out of the way first and I would love them to change - even though I told the rep that I was setting up the policy for a home we had signed a contact on but did not yet own, and wouldn’t be moving into unless it went through and then not for some time, they posted physical copies of the policy to that address. The owners of the property were super unimpressed that I was “...getting my mail sent” there before we even owned it. It didn’t even say insurance on the envelope anywhere it just looked like I was changing the address on my supermarket stuff, I was so embarrassed. Then when I rang again to have my “house only” policy switched to the new “house and contents” one for the date a couple weeks out that I now knew we would be settling on, I knew to ask for NO postal mail just emailed - but it was too late and she’d already pushed process and couldn’t undo the fact that the current owners are about to get more Woolworths mail for me, a week before we settle. This just seems stupid and unnecessary, make email the default. Other than this I’m happy so far as the policies were both much cheaper than my current insurer and although both times I got an online quote but still ended up needing to ring, the customer service answered quickly on all three calls I made and appeared to be based in Australia. This is the main reason I switched as my old insurer had me on hold forever and then were so confusing when trying to add on. I’ve not needed to claim, so no comment on that process. Another downside was that there was no way to have them insure the laptop my son takes to school when it’s off the property nor any of our phones if they’re off the property. No add on extra charge I could elect to pay and no separate policy I could take out. However my old insurer was the same deal so perhaps that’s standard.
- Verified customer
Paid our claim on a solar inverter, but customer service not so proactive
Starting with the good and the most important thing is that our claim was paid for a storm-damaged solar inverter and the process took no more than 2.5weeks. However, I feel the service from their claims department could be more proactive and consistent.
On my first call, I was told that we could get our chosen solar company to assess the type of damage, and when I had that proof and phoned the second time, the claims person initially said that no, it had to be by a Woolies appointed service person. He eventually corrected himself and start...ed my claim, and told me that the claims manager would call in 2 business days to discuss the quote that I would email them. Of course, I get no call back and ring them up myself, at which point I get someone who then starts looking into our case and asking questions with the intention (I felt) to find a reason not to pay our claim. I guess this is their job afterall, and it was likely because we weren't sure of the exact date our inverter died (timeframe of only a few weeks though- easy not to notice until the power bill comes). Eventually, we were given the "benefit of the doubt" and our claim was approved. We had never made a claim before, which might've helped. I was told to email them my bank details... did that, then nothing for 4 business days, after which I re-sent the email with my bank details and the money showed up the day after. I know Woolies Home Insurance is probably busy, but when you say 2 business days for contact, you should keep your word if you want to impress, rather than having the customer do the chasing up. If you received my email, maybe you could acknowledge it and let me know how long roughly before I'll see the money? Then the customer isn't left wondering at all.
I made a claim with Woolworths after my property was broken into and burgled, Woolworth were quick to get someone out to secure the property that night and start the process on the damaged building. They were also quite quick to process my claim for stolen contents taking about 2 weeks to complete, the only reason they didn't get 5 stars was because their call centre works of EST and i had trouble getting claim updates in the afternoon, i also found when contacting them "after hours" staff did not have access to give me info on my case.
Great service. BUT Claim360/claim central.
Overall very good value and have found the customer service great. But the assessment company Claim360 have been nothing but unprofessional . I had my house assessed was told they would be in touch, 1 week passed and no contact so I call and was told assessment has not been submitted. Wait another day and call back and told assessor is in a meeting and he'll submit today being a Friday I waited until Monday afternoon and still no response so I ring again and was told he is know on holidays until Wednesday and they will esculate. Now it's 2 week...s and still no progress and woolys tells me they have not received the assessment. So I ring claim360 and ask to talk to the supervisor he tells me he will assign the job to another person and I will hear the supervisor that day if not tomorrow. The next day I wait until the afternoon and I ring again and you guessed it Supervisor has knocked off for the day 1450pm. It now Thursday 2 and half weeks after the assessment and I still have not had one call from claim360.That afternoon I get a call assessment submitted. Great where on our way, I pay my excess and they call me and say I will now have to wait up to 7days before a builder can quote my floor replacement. Now where at 3.5 weeks and my kids and wife are still walking/crawling around lifted timber and water soaked floor boards. I call claim360 and ask if a bin can be dropped at my house for removal of the floooring. And guess what girl on the other end couldn't answer any of my questions and I asked to speak to the building supervisor and I get told he'll ring me back. And believe it or not no return call. I now have a kitchen floor contains trip hazards , wood pretruding left right and centre and a Xmas day full of cooking and dodging splinters. Cheers claim360 Woolys needs to cash this company as there assessors
Efficient processing of claim and a fair payout
A storm blew down a fence. Woolworths insurance were fairly efficient in handling my claim. The damage was assessed using an online app that I installed on my phone and with which I videoed the damage while an assessor remotely observed. The amount offered as compensation was fair and enabled me to reinstate my fences.
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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