CareSuper

Hi, i am a member of Care Super, have for years, had income protection from the start, finally made a claim...i havent been rejected, theres been nothing, no contact, no email nothing, you wait on hold for over 1/2 hour, then get passed around, they hope you just give up i guess. Save your money and try someone for income protection

Rang up Tuesday around 2.30 pm to make an inquiry re my insurance as I received an email from Caresuper.
The auto phone service tells me that I'm 7th on the queue. Hang up and they'll give me a ring if my turn come.
It's already Wednesday night and I'm still waiting for my call.
Try to ring them up the line is busy.
Total disregard for the welfare of their client.

Hung up after 30 minutes in the queue ss there was hardly any change in the queue number. Now they are introducing excessively high premiums. This fund has changed to an administrator that offers very poor service. Once I transfer my insurance I'll be leaving the fund.

I was a care super member for 15 years. They were fantastic in the early years. During a stressful time of financial hardship late last year through to early this year I needed to withdraw funds - which I was eligible to do. Care Super just didn't bother to communicate when there were issues which needed clarifying so I could receive funds. My application for a simple withdrawal was left in limbo until I made contact after realising nothing had progressed. It took 5 phone calls to resolve. They said they tried to contact me once. If they did it was a private number and there was no message left. I have mobile phone, sms, messenger, email and post so I am very contactable. At the height of my stress, over 3 weeks after my initial request, when the funds had been promised 3 times, I was very distressed on the phone. As our call ended, while I was still sobbing, as I was going to have to wait another few days, I was told to 'have a lovely day'. I expect the correct box was able to be ticked for them for that call. Care Less Super. I have withdrawn the remainder of my funds to be deposited elsewhere.

I have been with this fund for over 4 years and my super balance is 277.00. I have rang many times to try and sort this out . Requested statements still have not received. I was told the fees would have been the reason my super is that total . I should have thousands . I am so angry . The woman I tried to talk to yesterday continued to cut me off mid sentence. All of the operators I have spoken to are clueless. One operator simply told me to go to the ATO?
I have cancelled the account with Care super and will never ever go back - steer clear . Start employment and see care super in your new employee pack - run ! Take your own fund details .

One-off pension payment (draw down) requests submitted via both the CareSuper web page and mobile App fail to generate confirmation of the request; so no money! Their IT apparently won't look at it for days if not weeks. And they don't offer the service of over the phone payments.
I've been a member for decades; they used to be good; I can see now why their current approval rating is so low. I can understand why others might advise....Don't CareSuper!

Having been with CareSuper for 30 years I decided I would apply for a Pension account now I have retired. I submitted the paperwork on 3rd July and having not heard from anyone at Care to confirm account would be opened I phoned on the 18th July only to be told that I would not receive my first payment on the 22nd of July as the account would not be activated until the 20th July. When I signed into Member Online my Super account was and still is there showing a ZERO balance. [name removed] in advocacy told me he would call on Monday 22nd to confirm account activated and we agreed that I could then do a transfer and my pension payments would officially start from 22nd August. He did as he said and called on Monday however he could see my Pension account but I could not and still can't see it online. After a number of phone calls this week (my version of Gone with the Wind or should I say Gone with my Super) I have now been told that the account has not been linked correctly and will not be fixed until next Tuesday, 30th July. I have also been told I can fill out a form to make a claim. I do not want to fill out a form I want to see my Pension account with my money in it. So what do I do now, what do I say? No, I know what to say 'NOT GOOD ENOUGH'. I question how many other members this has happened to and they do not realize if they have not checked their account online!!!
PS Thank you [name removed] you tried to fix the problem for me.

I have IP cover and made a claim as required by phone over 3 years ago. To cut a long story short, no one even bothered recording anything, no one has ever sent me anything, just changed the address. My email I have asked go to their CEO never got there and they are trying to call me with more questions totally unrelated to my request which I am positive as to not let Julie Lander know of their incompetence. Don’t bother. The money isn’t worth it. The service is terrible. You will never be sent anything. You will be told every time 90 days and then radio silence. And it costs a bomb. You can end up homeless waiting for these people. Despicable way to treat human beings. The RSPCA is kinder.

Still no statement for 2018-19, they used to be out in August, what are they hand writing them the new website is nothing short of a disgrace, whoever presided over this should be sacked. No response to emails on the website, they don't seem to give a stuff nowadays.

I have been with Care Super over 10 years. So Care Super migrated their clients to a new software system. Given many could not log on such as myself when the planned completion date came around, those affected were waiting longer. No one longer than me I believe because Care Super said on their website you can log on using your member account or pension account under the old system.

I wasn't able to log on under my member account (I received an error message), so I tried the pension account number and was successful. Problem was my account balance was run down to zero at the time of the blackout period. Hence when I logged onto my new account the website displayed a zero balance. This was because my old pension account was flagged as inactive and therefore did not pick up any related account balances. So last week when I called up I was told it was an issue that had to be fixed and sent back to their software people.

Greatest issue for me was my brother died 2 weeks ago and I have to pay for his funeral expenses within this week. I was told last week I could only do a paper withdrawal,which I did and sent it by express post. I am told it was uploaded last Thursday to their new so called "improved system". Then I was told it takes 7 to 10 business bays to be processed, which leaves me in the lurch. I asked the payment to be expedited but guess what no funds yet.

So Care Super, seems NOT TO CARE. As soon as my brother's funeral is over I will be closing my accounts and transferring my funds to Australian Super I think. FYI I have been managing my brothers super online there for a number of years. An online withdrawal with them has always been paid within 3 business days.

So you decide.

Enough said.

I have been a member for many years and did not need to contact them earlier. But last year insurance premiums jumped by 30% so I have now been trying to get clarification on some charges and premiums charged. I have in contact with care super for the last 6 months trying to get details without any success. every time I talk to someone they tell me that they are escalating it and someone will call back. Now for the last three months, it is at the highest level of escalation with no further details provided.
Extremely dissatisfied and have even lodged a complaint but am told to wait the 90 days that they are allowed to resolve it. No one there will give a coherent response except saying Sorry and a whole lot of weasel words

Have been with Care for over 25 years and my husband for 15. All seems ok until you need to talk to someone. I rang 2 and a half weeks ago to speak to someone and asked for some paperwork to be sent to me so I could have a look at the insurance premiums properly as the fees have risen dramatically and the cover has dropped. Looks like I will have to waste more time on the phone and hope that maybe they will send what I asked for. Very disappointing to say the least .

I’ve been with Care for 17 years. Submitted paperwork to change my insurance and super nearly 7 weeks ago. Somehow it has managed to be lost in the supplier transition which has taken way too long. After sitting on the phone for ages 3 times since sending it I Have been told I now have to start again and waste time getting new witnessed documents, fill out forms again because the original paperwork has not been forwarded from the old address to the new. The call centre was less than helpful. I’m seriously considering changing. Very disappointed.

After 15 years with Care Super i have been kicked out of the site and I cant get back in... after 15 years you will lose a customer because I CANT LOG IN!!!

I've been a member for the past 5 years. They were incredibly helpful and friendly when I signed up, explained things to me in simple to understand terms to help me know what I was getting with my super and haven't ever had a problem since. Just today I had to call to get some information about changing to a new employer and get some of my questions answered and the service I received was great. I was only waiting for 2 min or less. The lady I spoke with, took my details and then even went to the ATO website to find the form that I was trying to fill in and helped me each step of the way. I call that going above and beyond normal "read-from-a-script" help!

I know that my issue isn't as complex as maybe some other people or as involved, but I think it's important to state the positive as well as the negative when/where possible. For me, CareSuper is the right choice and I hope I always get the level of service and kindness that I received today.

We have been with Caresuper for a about 5 years, and they used to be one of the top industry funds - No more. The returns for the last year have been below industry averages/benchmarks. In addition, the new online account access /app is a disgrace, very buggy, slow and unreliable. Time to move to another fund......

Dropped my insurance cover by $20000 then doubled the premium.....i guess they hope customers wont notice the changes to current insurance coverage or the new premiums. Time to shop around i guess.

Dodgy, arbitrary moneygrubbing rules: Delayed cancelling my insurance policy for one whole month, sighting invalid signatures on cancellation forms. The forms were signed by hand, scanned and emailled. They demanded an original physical form signed with a pen - what is this, the 1800s?
SURPRISE: Gouged me for an extra month’s premiums in the process.

Lousy customer service: I specifically requested confirmation of the cancellation, received nothing. I had to follow up multiple times.

Waste money on unnecessary marketing/”free” lectures: Perhaps they should spend less money on ridiculous celebrity marketing campaigns and “free” information sessions and lectures, and more on customer service, or REDUCE OUR FEES.

AVOID LIKE THE PLAGUE.

[Edit: the fees and premiums mentioned above were refunded, but only after this review came to their attention.]

OMG well I have rang and spoke to someone again just over 2 weeks ago requesting paperwork again to be told they were very sorry for the delay and that I could expect it in 3 to 5working days. Well still no show , what an absolute joke. Then they ask you to stay on the line for a quick survey......don’t think so. Maybe nice on the phone but still no action. I also along with obviously a lot of other disgruntled customers will be heading elsewhere.

I just received an email from Caresuper telling me they had cancelled my Total & Permanent Disability insurance, Death Cover and Income Protection Insurance even though I had called them months prior to ask to keep the cover I had and on top of that I had mailed a signed hard copy to them as a backup which they said they never received. What happens if I have a major accident tomorrow? I'm not covered even though I asked them TWICE (once over the phone and once in writing) to keep it as is...

Apparently this wasn't good enough. On calling them they said there was nothing they could do about it, tough. Talk about being treated like a number! To say I'm furious is an understatement. I will be moving my money to another fund, this is unacceptable.