Swann Insurance

Long time customer met with a bitter end – I would be very careful reviewing the policy before committing (I wish I had been). Motorcycle was stolen and Swann ultimately took almost 20% of the value as a premium (Bike valued at $5.5K, premiums/fees came to ~$1K). After 7 years as a customer this felt like a low blow, especially considering the value of the bike itself. Live and learn. As… Read more

much as their marketing is geared towards presenting it as insurance for motorcyclists don't be fooled. Swann are no better than any other big insurance company. In hindsight I should've shopped around and certainly will be for my next policy.

Simple non-intrusive website. Claim resolution was fast and fair – Web site design is great - I've tried a few different insurance companies tonight to get quotes. Most importantly, it didn't ask me for info it didn't need to just give a quote. Other sites asked for names, e-mail, phone numbers - just to give me a quote. This was the best quote I got (only tried 3, all similar prices). My previous bike was… Read more ·  1

insured by Swann, and it was stolen. The claim was resolved quickly and fairly - 9 days from claim to resolution, so I was a bit biased towards using them again. One thing - Swann service was great, communications, responsiveness, etc. But me describing 'value for money' as good is maybe a bit suspect - I didn't do a lot of research. You might like to do more.

Worst company ever – After 30 years of insurance with this company I tried to make a claim for accidental damage caused from storage. My claim was denied so I contested it only to be treated like I done all the damage on purpose. They also sent a email with false accusations about my battery being installed incorrectly which never happened. Hi have cancelled my policy and urge others to be weary Show details

Cancels your policy with out notification – This part says "state accurate facts". So here goes: - Policy with Swann as a Learner for over a year, recently renewed said policy - Never made a claim. All payments always deducted from my Credit Card on time with out issue - Swann cancels my policy due to "expired credit card" - which in fact was still just over 4 weeks from expiring - Swann… Read more

doesn't notify me. Learner Motorbike Rider rides around with out Insurance for nearly six weeks - I have an issue with linking my policy to my online account so I call about said issue; turns out my policy has been cancelled - Swann employee tells me a letter was sent and "multiple text messages". I have never received a letter from Swann - my Text history shows only one text from swan saying a payment was missed - No phone call made to me to rectify or to notify me my card had "expired" - Swann employee tells me that they have over 200k customers and they can't call every single one of them.

Yeah, stay away from shonky business runnings. In this day and age, technology is everything, but in those dire cases, a phone call sufficies.

First impressions count – I cancelled my motorcycle insurance with another company as the bike couldn't be used for recreational purposes for an unknown period due to c-v. Time came today when restrictions were about to be lifted, so I looked around. Swann had competitive prices, plus the benefit, important to me, of Roadside Assist being able to be added (obviously… Read more ·  1

at some extra cost). Despite some crap reviews on the Swann website I decided to take a chance, and proceeded to get an online quote.

I ran into some difficulties here - system wouldn't recognise my bike's VIN number - so I phoned Swann. The bike insurance rep was a lady name of Ann(e), who could not have been more pleasant, patient (over a poor phone line), efficient, and switched-on.

Within a few short minutes I was insured at a pretty competitive rate, with Roadside Assist included for only about $30 more than I paid earlier for insurance cover only. Of course it remains to be seen how Swann may perform if I need a claim to be made, but so far, so good!

What worked and what did not with Swann Insurance for me – this is based on several years with Swann The Good: Specialist Motorcycle Insurance Policy prices are very competitive Policy easy to set up Variety of options for Modifications / custom / accessories options for Riding gear Staff and very helpful with new or renewing polices Staff are very helpful when claiming use bike specialised transports… Read more

allow select / own repairers Swann recommended repairers (as used in my claim) are good Repair assessors seem to be quite helpful and knowledgeable

The not so good Staff were not particularly helpful in dealing with other insurer / insurance company- left things up to me when all they had to do was help by forwarding on my required information. (dispute with NRMA that Swann's input could have been of some valuable assistance but would not help) I had to take my bike back 2 times at my cost (NOT Swann's or repairer fault directly - parts were delayed from manufacturer) It was more of an inconvenience me - would have been good to have been offered an transport option.

The Ugly Not willing to investigate the "value" of a particular bike - went for the market price of a standard spec bike rather than the actual bike

My experience is based on 2002 (first Swann Claim) BMW K100RS reversed into in car park Swann were very efficient, and took care or every thing from transport to repairer - I only had to pick up and ride home.

2017 claim for flood damage bike (NSW) The bike was a limited release Moto Guzzi estimated 200 world wide in 1996 for the intro of fuel injection - factory built to look like the original Elderado from the 1960's / 70S. Swann was very responsive to help, recover bike and get the process completed - all of which I commend highly. Unfortunately Swan would only cover me for the cost of the standard model California - as none of the "custom" specials were on model identified lists. in my 6 year owner ship of the bike none came up for sale. One came up for sale late 2018 for $13,000.00 euro much more than the $6500.00 I received. The rarity of the bike was not considered as part of the insurance process in any way - a big negative considering many brands build limited editions that are only identified by standard VIN identifiers. No option was given to purchase the bike and rebuild - (flood damage was irreversible to ECU / electronics) but bike was salvageable.

2017 2 x 1970s BMW's insured as classics Swann s assessor was very accommodating and Swann preformed brilliantly as insurer- I received insurance payment with no problem. Bikes were towed to a friends house who collect BMW's by Swann. Being on NSW Historic rego scheme and with classic insurance - both bikes were kept by me as salvage are being rebuilt and re registered.

2017 Moto Guzzi Griso Replacement for 1996 Guzzi Knocked over in carpark. Again Swann was faultless with transport to repairer and having assessment completed.

2018 Moto Guzzi Griso Hit by a car - not at fault - Swann provided as much help as possible with transport and assessors,. There was some delay with the bike sitting for about 3 weeks in the tow impound. The accident happened 120 kms from home and 200 Kms from repairer. There was some time taken with the process but my hospital stay did not help.

A letter via Swann to NRMA Re my riding appeal / gear would have helped my claim with NRMA (who ignored everything) . I fail to see why Swann could not advocate on my behalf.

All In all, I will keep my current insurance with Swann and will again insure my Vintage registered bikes with Swann when they are back on the road

I'm surprised by the bad reviews – I've been with swaan for 8 years and have only ever had positive experiences. When my car was stolen I was paid out within 3 days. The process was so easy. When I've had to get a new windscreen I was reimbursed immediately. Definitely no complaints. Show details

Refund program at first non-functional but they recovered – UPDATE: I finally phoned them and it appears that the non-functionality was due to them having on file a mobile number I haven't used for 15 years. The upshot is that I've now received a litte over $1,300 refund for the two motorcycle policies I had with them at that time. Unbelievable. So I've changed my rating to 5 stars !!! I received two… Read more

emails re a refund that is apparently due (I had cover with Swann for two motorcyles some years ago). Nice to know, but the online application simply doesn't work, despite me inputting the exact details they wanted. And have now been wasting my life sitting on the phone waiting for someone to answer. This is Qantas standard service.

Motorcycle insurance – Had a mishap with my Yamaha xt1200z. Fair whack of damage needing repair. Insurance company made process easy and stress free. Had assessor come to my home to inspect damage and quickly approved claim after receiving quote from repairer. They then kept in touch with repairer and kept myself informed of progress. Would be the most positive experience I have had with any insurance company. Can highly recommend. Show details ·  1

Good prices but no one seems to work there – Swann offer a competitive price for bike insurance but zero customer service. I have to cancel a policy and was told this can only be done by phone. Now 4 times I have ring them at various times throughout the day over the last week. I've been on hold 25m, 29m, 39m and 58 minutes each time with zero success. Listening to a truly horrible piano recital the entire time. Get a call back system going or employ some more staff! Show details

They Make it difficult to cancel a policy – They have no capacity to cancel over a weekend. You can only cancel by telephone or fax (who uses fax these days?). Telephone and select cancel policy option and have your time wasted waiting for a long time to speak to a 'customer service' operator. Swann has a customer portal which is easy to use, but provides no cancellation option or… Read more

capacity to communicate your need to cancel the policy. It is though there are road blocks to exit the relationship.

Poor customer service – Called to cancel my policy but just kept waiting... waiting... waiting.... and still waiting.... listening to their endless advertisements. Hmm.. I think I've got all the time in the world... At one stage I've nearly felled a sleep. Next time I will choose another insurance provider who values customer first. Show details

Great until it was cancelled – Policy cancelled as swann state it is a grey import even though sold new through a dealer who supplied documents from honda australia stating it is not Show details

Total joke of an insurance company – My bike was damaged when it was attempted to be stolen. An independent motorcycle workshop quoted $800 to repair a $7000 bike. SWANN assessor wrote it off without any consultation. Trying to get decision reversed is a joke. Show details

Long delay in payments, patchy customer service – My bike was stolen over six weeks ago and I'm still waiting on payment. Originally tried to lodge claim by phone, after long wait and authenticating myself and explaining the situation, they began and then told me they were shutting for the night and to submit it online. Days after I submitted, a representative called me. I then received… Read more

several emails contradicting details he gave. I received three emails with the same questions and replied to each but got no response, and then received a phone call asking for the same information.

Information given on phone call suggests they are not keeping customer data secure but when I emailed about this and spoke on the phone they ignored this serious problem.

Thieves And Liars – Avoid at all costs thieves and liars Husband cancelled a policy 13months ago after selling his bike and has just come to find they have still been debiting his account for over 12 months and Swann "can find no call notes" made by the customer service rep (supposed to be logged with every call) So 1. staff lie 2. they do not following their own… Read more

policies and procedures 3. can only offer a refund if he provides a notice of disposal (notice of disposal is not required on an unregistered bike so we have no record) a signed bill of sale was not good enough apparently. So Swann lost money in the class action lawsuit and this is how they have been clawing it back

Cancellation refund denied over wrong format – I sold my bike through a dealership and between moving towns and everything that goes with it the cancellation of my insurance slipped my mind. That's on me. So I called and let them know. They said to send though proof of sale. So I did. Even though they have all the information and evidence I have not had the bike they are refusing to refund… Read more

as is not in pdf. Won't be using again or referring anyone. Only 2 stars because it was cheaper but I guess this is why

Treat you like a criminal! – Had a minor accident where to avoid rearending the car who hit the skids infront of me i moved into the left lane as it was free, car in left lane then decided to hit the skids and i clipped the rear tail light when this happened, In agreeance of my fault, however being treated like the scum of the earth when they call to tell me and refusing to… Read more

let me pay my excess in increments is not on! Due to other unforseen circumstances we did not have $500 to pay upfront and the manor in which the call girl treated me was not on! When my renewal comes through, i will be looking for a more understanding company to insure my car through, ones who actually treat you like a human being. 100% do NOT recommend Given the chance for mediation through this platform with no attempt if even contacting me.. they sure do know how to keep customers! Even had the other party phone me and complain how rude they were to him! Seriously need to work on their customer service game

Cancelled after 5 months and got 20 percent refund – signed when I purchased bike but sold after 5.75 months and got 20 percent of policy as refund after many emails wanting information already supplied. Maybe a blessing I never had a claim after reading some of the reviews for claims and hassles that occurred One I will steer clear of in future and advise others to do likewise Show details

Absolutely useless – Broke my collarbone in an accident while travelling interstate and lodged a claim with the express intent of getting Swann to help me get my bike home. Told them I needed to know quickly whether they could help me as I had a limited window to try to get it back myself, they assured me it would be all good. After weeks of me having to call… Read more

constantly to get things moving, they rejected my claim because the damage wasn't severe enough, and as a result wouldn't help me getting my bike returned. So not only were they useless, but they wasted the opportunity I had to retrieve it myself

Worst insurance ever !! – This is the worst insurance I ever had. They’re so bad just want to rip you off. I had my motorbike since 1 week only and Someone tried to still it and broke the steering lock An “expert” from the insurance came and said that my motorbike was not repairable , and ask me to pay 1year insurance ($1000) + the excess ($500) to paye me the value of… Read more

the motorbike ($9000). The report of the expert is just a joke with 11k of repair just for a steering block ,he just add so many other things to bump the bill and take the bike. Worst customer service, no one can help. Just go away , if you want to save money

Look elsewhere – If your looking at swann motorcycle insurance.... Look elsewhere! I had been with them for years never had a claim nothing until recently i used the roadside assistance for a jump start turns out i didnt have it as a option so i had to pay the $130 call out fee (no biggie) but upon questioning it with swann they straight away got on the defensive… Read more

(and slighty aggressive) and continued to go through old phone calls and give out a detailed list of conversations in a email. This is fine with me as ive changed insurers and i will encourage any of my riding community to do the same. Riders are lucky to have a lot of new competitive insurers out there atm and i encourage you to go with one of them i myself went with Youi and couldn't believe the difference in customer care not mention they were cheaper. Swann is a tired old company with zero care factor for there customers (new or old)

Great service from start to finish – I have been with Swann for over 15 years. Their pricing has always been competitive and fully optioned. Their response to my recent claim has simply been outstanding and I will definitely continue to insure my motorcycles with them.  Show details ·  1

Worst company ever dealt with – refused to pay tow, now refuses to accept a write off inspection from a legitimate well reputable motorcycle mechanic. These absolute scam artists also took 12 days to reply just recently. Show details

I have had a great experience – I have 3 bikes insured with Swann and have always had a great experience. The team on the phone are excellent and the pricing has been really competitive. Sadly I had reason to claim for an incident on my bike last year and again they were brilliant. Bike was looked after at BMW Melbourne and I simply had to pay the excess.  Show details

$700 deducted from agreed value because thief has not been caught – Not good value at all - why would you insure for theft when it is only paid when the perpetrator is caught by police. Note video of theft provided to both Vicpol/Swann insurance. Show details

Very bad experience – We had an accident . Repairing cost is nearly $3000. But Swann send us a letter for cash payment for $953.51. Its lower than labour cost. It is nearly 2 months. Slow response. Show details

Kinda Shonky – They are very good when you’re taking out a policy but it all ends there! A combination of arrogance and incompetence follows immediately after. Young women painting their fingernails/playing with their chewing gum while talking to you on the phone is not out-of-order with these people. Show details

Tedious claims processes, unfriendly complicated policy terms, Difficult Call centre interactions – Gap cover and loan protection was of terrible value as it does not cover pandemic situation and situations where an employment contract has been put on hold (no income being earned) Claim processing took many weeks with multiple escalations and was finally denied citing the pandemic clause and no consideration given to the job loss situation or… Read more

for being a long term client

Difficult interactions with the call centre given that all interactions have to be emailed and then followed up with phone calls. There is no app or website where clients can login to look up policy details or claim details or upload documents or review documents.

Cross departmental communication and collaboration seems inadequate as they couldn't access details - e.g. policy management doesn't know what is happening in the claims department and requires clients to provide the same details multiple times. It did seem like the call centre didn't have access to previous calls, documents or status of the situation.

Have cancelled both policies now.