First State Super

2.9 / 5

First State Super

firststatesuper.com.au
30 Reviews
2.9 Poor
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2.9 / 5

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Based on 30 reviews

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2.9

30 reviews

Firststatesuper.com.au Review

First State Super is an industry fund One of the largest superannuation funds in Australia offering members low fees financial planning services and retirement benefits Join now

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Last update: Wed, Mar 9, 2022 2:11 AM

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Firststatesuper.com.au Reviews & Complaints (30)

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customer service 3.3 /5

on-time

When we first inquired about withdrawing our super fund, we were told that it would take one week. We submitted our forms and nothing happened after over a week.
We rang them and were told that it takes 10 working days after they received our forms for us to receive the money.
After more than 10 working days still nothing. So we rang them and they told us that they can't tell us when we will receive the money and to call them back in few days.
We told them that this was not acceptable and we wanted them to ring us back within 24 hours. They promised to ring back within 48 hours.
I have grave doubts that they will ring back.
You need to keep chasing these people.

After ringing again and asking to speak to their manager. The manager straight away organized for the money to be paid out. We received the money in a couple of days.

We are satisfied that this has eventually been resolved.
2

3 years ago

review by Leonh S.

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

I have been with FSS for over 10 years and found them good, but loging into my account is impossible. When you log in on your site a message comes up saying Um.. This isn't super. Please help.
5

3 years ago

review by Naida I.

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

I was with this super fund for nearly 30 years and came out of it recently with less than impressive funds. I have since rolled the sum into another fund associated with a new job so hopefully things might build. You expect ups and downs with the markets etc but you rely on the fund manager (with experienced finance people) to make the appropriate investment choices and changes continuously over time for the strategy they have recommended for your age etc. One of the most frustrating and I think wrong actions is when superfunds automatically take out unwanted insurance premiums. I understand there are compulsory clauses and government legislation re insurance but it is when the information details are hidden in the plans or when starting a new job that you may have the option to opt out. It is often not clear and can be very confusing. And even though I was aware of these issues and looked out for them I still got caught out with all the superfunds I have been with taking out insurance i did not need or require. It then takes letters and phones calls to claim a refund. Opting in to non-compulsory insurance should be the default option, not expecting the client to opt out.
First State have been helpful on various occasions when I needed assistance. The member account login service is also quite good.
2

3 years ago

review by Pip F.

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

I opened a first state super account approx 10 years ago when i was unable to salary sacrifice to my SASS account .
After reading some of the reviews on this site about low returns and high fees i got my last 3 annual statements out 2016/2017 in growth fund the yearly fees $95.00..investment earnings aprox 12.3%........2017/2018 in growth fund yearly fees $109.00 rate of return 10.1%..............2018/2019 in growth fund fees $121.61 return 7.8% this is an average of over 10% P/A...so as far as the insurance side of things fortunately i have never needed to claim but as far as the fees and returns and the customer phone service which again i have only used 2 or 3 times i am happy with there performance.......
4

3 years ago

review by Mike J.

#delivery(4/5) #price(4/5) #quality(4/5) #customer service(4/5) #on-time(4/5)

I think First State Super have really lifted their game over the last few years.
It's all relative as they may not be perfect but compared to some of the other Industry funds,e.g. Hostplus , they are brilliant in comparison.
They also have a great app,easy to deal with,low fees and are helpful.
4

3 years ago

review by Madharry L.

#delivery(4/5) #price(4/5) #quality(4/5) #customer service(4/5) #on-time(4/5)

I posted a negative review about First State Super Financial Services. They replied Thank you for your contribution. They said they sent me a message to resolve my issues. They lied to me. No message was sent. They just don't care. My negative review has now disappeared from the internet. Terrible service.
2

3 years ago

review by Not Happy

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

I have been with this fund since retiring 10 years ago, initially in the Balanced portfolio but for the last 3 years I accepted the risk and switched to the more aggressive High Growth.
Despite drawing a regular income, I still have almost all of my initial capital in the fund. An excellent result! I could not have achieved this making my own investment decisions. The balance has fluctuated and become “scary” at times but trusting in First State has paid off.
Fees are reasonable and member’s on line access is excellent.
Any direct dealings have been trouble free. I make a point of providing exactly what is required (i.e. dot the I’s and cross the T’s) and have found the service to be excellent.
Richard
5

3 years ago

review by Ricapoody T.

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

My Lawyer first submitted an insurance claim to First State Super nearly 18 months ago. I understand that TAL (the insurer) will do virtually anything to delay, deny and dispute claims but First State Super provided no support at all and made no effort to progress the claim, which is still stalled. First State Super don't help, support or advocate for their members through this process at all. I don't know if other superannuation companies are any better but they couldn't be any worse. If you have insurance products with First State Super and you are in the unfortunate experience where you need to claim, you can expect similar treatment. This is why I changed my superannuation. I would advise you do the same.
2

3 years ago

review by Jerome T.

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Please people be aware that when you really need your insurance you will be in for a long wait, I am 14 months in and still no decision. Documents sent to wrong insurers, requests not actioned with myself having to call weekly to make sure the claim is progressing, 3 weeks to send a document from one insurer to another insurer. I have a lawyer but hasn't made a bit of difference. Im now facing eviction from my home because I can't pay my mortgage. No regulatory body to look at how fund handles claim until a decision is made seems wrong to me. Please if anyone else is in same position please email me. This is not fair and certainly not ethical.
[email protected]
2

3 years ago

review by Jacqueline Abercrombie

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Took a year to receive payment of a death benefit.... sent details 6 times and they claimed to have not received them.

Completely unfair as we had funeral expenses to pay and are now completely out of pocket due to incompetent administration and inefficient handling of a claim.

Still waiting on payment despite it all being approved etc.
1

3 years ago

review by Elise V.

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

I have found First State Super to be stuck in the past, beurecratic no customer service. They are not competitive and have a very antiquated way of doing business. They recently took a premium of over $400 out of my account with out my permission despite not having any insurance. I have contacted them on a number of times and could not even talk to a manager. I would definately look elsewhere when considering First State Super. They are fine if you dont have to contact them when they make a mistake they are very slow to fi
x it. I am still awaiting my refund.
1

3 years ago

review by Max J.

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

I first sent my application for release of my super on compassionate grounds in on the 22nd of October. Evidently, once my application reached your offices it sat on someone's desk for FIVE DAYS before someone even bothered to contact me and tell me I needed to provide further identification prior to my application being processed (I had in fact already provided the ID it just wasn't certified for the love of god).
This was on the 31st of October which I sent in that day using priority post.
It is now the 14th of November and I am yet to receive my super. I received a very generic email yesterday stating you had received my "complaint". Which was basically an email of what I am writing now.
This is absolutely disgusting and has caused me additional, unnecessary stress I do not need at this time.
Why is it so difficult for people to gain access to their own money? Now when I first started this whole process I spoke to someone on the phone about it and they informed me the entire process would take NO MORE than 10 business days to complete. My husband has just died. There is a reason I need this money. Do you people even know the meaning of the word compassion?
If in future I regain employment and require a super fund I will certainly remember to steer clear of First State!
1

3 years ago

review by Jess B.

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

One phone call and nine emails later I'm still waiting for my paperwork to start an income stream it has been approx 6 weeks and not one reply to any of my emails .... Judith Shalders
2

3 years ago

review by Jayshay T.

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

I sent my forms in nearly a month ago for withdrawal of my fund balance. I have now rung 3 times each time being told that my forms are on file but due to a computer problem my funds could not be released. Apparently a switch over to another computer system has caused problems calculating the taxable component of my fund. Their problem, not mine. How about paying me my money and worrying about fixing the problem later. By the way there is no tax payable on my super as I am over 60 and retired and withdrawing the full balance.
2

3 years ago

review by Out Of

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

I wonder if Michael Dwyer is aware of how mercer administration is destroying the reputation of first state super with the way it handles its cases.
1

3 years ago

review by Stephm S.

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

I did casual work and had not choice but to put my super into a First State Super account. The super amount was $43.57. Although it is not a lot of super, it was taken by First State Super due to their stealthy opt out insurance policy. Because I did not know I had to opt out of their imposed insurance. I lost all my super.

$43.57 into super fund 31/07/2017
$0.29 interest earned
$6.54 - tax
$5.63 (Direct fee (net of tax) Not sure what this fee is for.
$31.69 Insurance premium I never asked for. My life and permanent disability insurance is with my main super fund. Who in their right mind puts a $31.69 insurance fee on $43???

Balance at 29/1/2018 $0.00
2

3 years ago

review by Chris Weston

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

I needed some financial advise and set up a telephony consultation with [name removed]
Representative of First State Super Financial Services Pty Ltd.

He is super rude and did not helpful at all. Instead he put me in a kind of questions where I felt like I am a dumb person. Really rude personality and answered all my questions with lack of knowledge and no support at all
1

3 years ago

review by Syed K.

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Hi have a FSS fund due to working as a police officer, I have made a claim for TPD as per the insurance offered via FSS, I have been told even though they took money out of my fund for coverage, that TAL life claim I am not covered by them, and MetLife claim I am not covered by them, the two insurers involved with FSS. FSS claimed they were going to sort it out within 6-8 weeks or the matter goes to tribunal. It has been over three months, the case manager [name removed] doesn't respond to emails, and I haven't heard anything from FSS. So where did my insurance money go, if these rip off companies claim I am not covered. I have a serious back injury and PTSD, so the delay is not due to medical evidence, they have enough according to FSS. Read the Canstar ratings of super funds prior to getting involved with this company, I would give them zero, but that option wasn't available.
2

3 years ago

review by Marie Hart

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Having been waiting 2 years for death Benefits to be paid and just when you think it is going to happen another issue! This has become a joke! We have never had this problem with other super funds. It is now to the point that we will take legal actio.
2

3 years ago

review by Sgrigg B.

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

It has been almost two weeks since I have requested to merge two of my accounts and I am still waiting to hear from First State Super to complete my request. I can imagine what will be kind of customer service I can expect when it can be something more serious. Luckily, It has not been long for me since my employers started my account & I think it is time I look for super with better service. I am sure they would look into my open request to investigate further, FYI it is ticket No: 157049.
2

3 years ago

review by Don H.

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

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Usually stable businesses have more than 5 authority websites mentions, this one has 19 authority websites mentions and 0 mentions in other websites

Firststatesuper.com.au Review

First State Super is an industry fund One of the largest superannuation funds in Australia offering members low fees financial planning services and retirement benefits Join now

Firststatesuper.com.au Customer Service Contacts

No contact details for this company.

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