Youi Caravan and Trailer Insurance

While the representative I dealt with was good, I didn't like the process. With other insurers, I could do everything online. With Youi I had to do some online and then they rang me. The phone call process took forever. I could have done it in less time online. I just wanted a quick answer. The process put me off. I ended up finding a cheaper quote with RACV

Title: An Absolute Nightmare: 12 Months of Excuses, Ghosting, and Broken Promises Review: If I could give zero stars, I would. My experience with Youi Insurance over the past year has been nothing short of an administrative disaster. I lodged a claim for my caravan in April 2025 (Claim Ref: 54683489). It is now late March 2026—nearly a full 12… Read more

months later—and my caravan is still sitting at the repairer (Jayco), completely unusable.

The delay is bad enough, but Youi’s sheer incompetence, automated gaslighting, and questionable tactics are worse:

1. Sneaky Claim Splitting: When the repairer found additional damage directly resulting from the original incident, Youi tried to classify it as a "new, separate claim." The cost was under $500, meaning they were trying to push the entire bill onto me via my excess. When I challenged this absurd decision, they suddenly backtracked and agreed to keep it under the single original claim.

2. Complete Ghosting of the Repairer: After promising to authorize the remaining repairs in January, Youi simply vanished. They never contacted the repairer. Nearly two months later, the repairer called me directly, completely frustrated, asking if I was going to pay out of pocket because Youi was ignoring them.

3. Ignored Inquiries & Tone-Deaf Automated Emails: While Youi was ignoring the repairer, I actively followed up. I submitted at least three separate requests for an update via their website portal, but received absolutely no clear answers. To add insult to injury, while they were ignoring my messages, Youi’s system kept sending me automated emails stating, "We haven't heard from you in a while." It is incredibly frustrating and insulting to be chased by an automated system while the actual staff refuse to reply to my inquiries.

4. Empty Apologies & Ignored Total Loss Requests: I recently lodged a severe internal complaint. A Complaints Officer called me a week ago, apologized profusely, and admitted they had mishandled it. Their exact excuse was, "It's too complicated." Given I have been without my caravan for a year, I explicitly requested a Total Loss settlement. They have completely ignored this request. They promised to resolve the matter immediately, but since that phone call? Absolute silence again. No updates, no response to the Total Loss request, and no resolution.

Youi expects you to pay your premiums on time, but when it’s their turn to deliver, they will leave you stranded for a year, ignore the repairer, send you insulting automated emails, and try to avoid paying legitimate costs.

I am now escalating this 12-month fiasco to the Australian Financial Complaints Authority (AFCA).

Do yourself a favor: avoid Youi at all costs. Their claims management process is fundamentally broken.

Camper trailer insurance – We have had AAMI insurance on our camper trailer for years but it has doubled in price. We have never had a claim and we only use our camper 3 times a year at most. I rang AAMI and was on the phone listening to their awful jingle for about half an hour and then was forwarded to a call centre in the Philippines, was cut off and then had to try… Read more

again. "Sorry, we can't do anything because of the the cost of living,all insurance has gone up, depends where you live "...blah blah blah . So I started looking for different quotes. I filled in the Youi form online with my contact details, within about 10 minutes a young man rang me and the quote I got was $150 a year cheaper than AAMI, the excess was the same and the value of the camper was set at a higher amount (and yes I realise that if we wreck our camper it will be paid out at market value, but the same goes for the policy with AAMI) . He was extremely helpful and it was very quick and easy to set up. So fingers crossed we never have to use it but I hopefully won't have to listen to that "lucky you're with AMMI"jingle again!

What a waste of time – Wow. Went online to get a quick quote. After I provided a seemingly endless list of personal details (I should have smelt a rat at that point), a message appeared on screen that someone would ring me in a moment. Oh no. But they did, even though I simply wanted an online quote. And they held me on the line, asking me a further seemingly endless… Read more

sequence of questions for 20+ minutes - so many personal details, so much legal gobbledygook - without once checking if I had time for them or clarifying how much longer it would take. Even more annoyingly, the person had no information whatsoever on the van I wished to insure (other insurers have all this information automated online through drop down lists - you simply select your van, year of manufacture, registration, and all is worked out for you in an instant). He was asking me the length, the braking mechanism, etc etc. Information I simply didn't have to hand. So then he asked me to search these details online while he sat on the phone! Most foolishly, I persisted with this utter nonsense. Finally, the gentleman produced a quote massively higher than the opposition, which had produced the (massively lower) quote online in 90 seconds. Guess who I went with. If I had my time again I would have cut the conversation short at the start. You live and learn. My strong advice - look elsewhere.

Exceptional Service – Ok so I changed my caravan insurance to Youi and saved over $100 then on our very next trip had our first ever claim when I scraped the side of the van. Both my wife and I were very upset at damaging our nearly new van, however when I rang Youi the young lady immediately put us at ease, took some details and told us she would record the issue but… Read more

put it on hold and to continue our trip. On our return three months later I used the code she had given me and the claim was activated immediately. We picked the repairer and on arrival they took photos and said they would send them off. Imagine my surprise when we arrived home 3 hours later I received a call from the assessor approving our claim and told us to book it in for repairs. We are still waiting for the repairer to get it in as he is very busy however Youi have rang me 3 times to see how things have gone and to make sure we are happy and not being harassed. Fantastic service I’m not sure if I will be charged extra next time I renew the insurance as there is no rating system like cars. However I have been told it is unlikely as Youi look after their customers, so fingers crossed, I have since insured our car and boat with them. Highly recommend them.

Jodie was most helpful in transferring my comprehensive caravan insurance to just a monthly 3rd party cover, because I am not travelling for a while. This helps save me more than half the monthly cost and I can reinstate to comprehensive again when I start travelling.

I found Youi very easy to deal with cancelling the policy we had for 1 van and renewing a policy for its replacement, very friendly, knowledgeable and helpful thank you Youi.

Spoke to Jemma and Alex. Couldn't have been more happy with their service. They were both delightful, very informative and helpful. It was a pleasure speaking with them. I am saving $30 a month for comprehensive insurance which in this current climate is a substantial amount. Would highly recommend.

My caravan insurance was due, so like always I shopped around. Youi quoted me a ridiculously high price for yearly caravan insurance, in fact over $400 extra per month dearer than my present insurer. I said there must be some mistake, but just as concerning was that the rep on the phone thought it was normal. Show details

I had an excellent customer service experience with YOUI Caravan Insurance. The consultant was incredibly helpful, patient, and thorough in addressing all of my questions. When she wasn’t immediately sure of the best way to resolve one of my issues, she proactively went to her manager to get extra support rather than guessing or brushing it off. I… Read more

really appreciated her commitment to finding the right answer and making sure everything was sorted properly. It made the whole process much less stressful and left me feeling confident and well supported. Outstanding service.

I have been sorting out my brothers affairs after he passed away, this included two policies with Youi, the people I spoke with were all very sympathetic and showed real empathy. Today I needed to change the policies into my name and make some alterations. I spoke with 3 ladies today from various departments, and I can not fault them at all, they… Read more

were all very professional, helpful and understanding to my situation. They were Olivia, Adana and Kristy. They were able to update the policies and help me understand the details I needed when dealing with my brothers affairs, even saved my some money. Thank you girls.

I have been with Youi for years, for my vehicles and home. I rang today to get a policy for our caravan and the lady who I spoke to was super friendly and a real joy to deal with. It's great to know that there are still people out there that pride themselfs on exceptional customer service.

As I do each year I compare policies - after watching your adds on how much everbody had saved I was disappointed. Great products and service but not competitive for Caravans

The service I received from Nicola was awesome, quoting for caravan insurance. Unfortunately Youi’s quote was double all other quotes for exactly the same quote.

We saved $690 on our van insurance for identical cover. Extremely happy with the service. Nathan answered all my questions and never pressured me. He gave me plenty of time to compare products.

Very freindly service 1st time insured our caravan and already have our 3 cars with them Great insurer to deal with and saved us money on our previous caravan insuramce policy

Spent some time on the phone with Youi for our car trailer, thought that we had a great deal until items that were not explained over the phone revealed themselves on the paperwork emailed. The trailer was insured for "UP TO $5145" whatever that means. But in the fine print it states that in the event of a theft the trailer is not parked in a… Read more

garage or carport there will be an excess of $2500 on top of the $825 excess. Is it just me or does this seem crazy? I need insurance that covers me when I am using the trailer away from home, I could be staying the night somewhere at a distance from home and need to park on the street. The people I spoke to were lovely and friendly. The policy is useless.

I spoke to Mark, and he was amazing. Extremely helpful and very easy to talk to. Sure beats speaking to someone in India that you can not understand. Youi is a great company to do business with.

Very cost prohibitive for a $4K Trailer I could by a new Trailer in 2 Years with this quote Leo was great even escalated the quote up the chain but got nowhere I think they profile and discriminate against us in the bush Would not recommend them in the Country as too risk adverse

We recently received the new notice for our annual policy for our van. Decided to make the call to see what we could do, to not only stay with Youi, but to reduce the annual fee. The rep that looked after our call was just fantastic, with the result that we did reduce the fee a lot plus a winner for Youi. Thankyou! Show details

After a few years with NRMA, decided to try Youi as I have been a Youi car insurance customer for 14 years and are very pleased with Youi service. The consultant was very friendly and helpful but unfortunately Youi ware not remotely competitive in price or features of the policy. I tried once before when I owned a camper trailer unfortunately with a similar result. However Youi are terrific for car insurance. Show details

Staff are always friendly and helpful. BUT, After getting a quote last year for my caravan Youi came in at a good price. 12 months down the track the value of the van was reduced and the pemium up 20%. When I called and asked why I was told we have had a lot of claims? I havent had a claim ever! Needless to say I cancelled the polocy and went elswhere as they were not interested in coming to the party.

Caravan Insurance Renewal – Jesse was fantastic. Saved me $$ on my Caravan renewal and credited $$ on my Car insurance that had been renewed several weeks earlier.

Caravan insurance quote – Worst and most difficult quote I have ever experienced. Even wanted to know driver details and towing vehicle . to top it off the price was more than 3 times dearer than NRMA

Easy to set up and good value – Went on-line and keyed in a few details - name, address and phone number and what sort of insurance I wanted. Seemed a little unnecessary - all to get a customer service officer to ring. But, when the girl (Emma) rang she had pulled up my existing policies so that speeded up the process for getting a new policy (for a camper trailer). This was to… Read more

replace a long-standing NRMA policy, for which the 2025 renewal figure had gone up by a third over the 2024 price. Like-for-like, the YOUI policy was even cheaper than the previous 2024 policy, so that is a good saving. Easy to set up and good value. Five stars from me.

Market Value or Agreed Value that is the Question? – The Lovely Molly who I dealt with on the phone was a pleasure. We got down to the final few details when she told me that the value we had agreed upon for replacement of my caravan, should it be written off, would not necessarily be the amount I would receive. I was gobsmacked so she continued to explain that at the time of the write off, Youi… Read more

would decide whether they would give me the agreed value or the market value for the caravan at which point I told Molly that although it had been a pleasure dealing with her, that was the shonkiest thing I had ever heard in my life from an insurance company and I couldn't believe that it was actually legal that they could do that. I thanked her again and advised that I did not want to proceed any further with the quote. Let this be a lesson to others.