Woolworths Group Limited

Had an accident on March 4th where a city bus (public transport) hit the side of our car when taking a turn. We took the normal steps (filed a claim with Transport NSW, filed a report with the police, and filed a claim with the insurance). It is now March 31 and the insurance has done NOTHING to sort this out. They told us over the phone they would follow up with the police, Transport NSW, and a witness who provided her details, but nothing has happened. They did send a letter to me saying that I had hit their customer's car and that they were seeking damages. So they placed me, the person who filed the claim, as the person responsible for hitting my own car and driving away. We have had to call customer service at least 10 times to follow up on this; have had to make several corrections to the details they lodged in the complaint as they were incorrect, and have had to follow up ourselves not only with the police and Transport NSW but also with their own affiliate company responsible for tracking down the driver who hit us. They have been confrontational over the phone whenever we bring these issues up, and they still have the nerve to say that because they don't have the guilty party we will have to pay the excess on the car repairs. They have sent no communication to us whatsoever, other than a text message to my phone with my claim number. Worst service by a company ever, in the insurance and possibly any other industry.

This was my first experience with Woolworths Travel Insurance. My claim was processed after a short delay however they did acknowledge my claim which was helpful. I will use them again.

I have bought Woolworths Travel Insurance several times for my travels, and for my family, because they have one of the best prices and coverage. Never did I really expect to make any claim, until my most recent trip to Europe. It was for 20 days, and I covered myself from the day I departed Sydney, till the day I was supposed to arrive home. Good thing I did. All was well, but realised I lost 1 side of my diamond earring during transit! I called them up, and the customer service agent was really friendly and comforting. She explained what I should do. The website (claim section) did not work. I thus downloaded the forms (a good few pages I have to say), filled them up, attached receipt of my purchase (good thing I still had it), photos of me still on my trip showing I had them on. I had someone call me within 10 days, and I received a reasonable reimbursement (depreciated and for half a pair of the cost). I was happy. I feel it was fair enough. I have heard many unpleasant stories of other insurance companies that give all kinds of criteria and excuses not to pay up. But Woolworths (Hollard), they were good!

I just had to used it once and I did so when I was back home in Australia. No problems claiming then.

Yearly since 2014 before my travels ,first time I’ve claimed and happy with the outcome.
Have got another trip next year and have already purchased the insurance .
Thank you

Well it's me again Milkyway, you only know if you got a good insurance company when it comes to claiming, well last year I had to claim twice and Woolworths travel Insurance paid out within the time they said which was 10 days, as long as you have all the information and receipts that they require.

I am so confidence in Woolworths travel Insurance at I have taken out three policies of this year's holiday nine that they have my back and if I have to make a claim they will sort it out for me.

Milkyway

Couldn’t of been happier with the service having been with Woolworths for 6 years my dog Layla spent 4 nights in an emergency vets over Easter with a very expensive bill. I was so relieved Woolworths covered the 80 percent as promised and were prompt with the payment .

Have just received my first renewal notice from Woolworths for our Landlord Insurance. It jumped from $416 to $512, so it looks like Woolworths uses the technique of "low ingoing" and must hope customers do not compare the latest invoice with the invoice from last year. Have emailed them and have asked for an explanation as my pension has not gone up by the same amount. The reply email (follows) did not address the issue, instead I was given two telephone numbers to ring and after waiting 10 minutes on the phone I gave up.

Dear xxxxx,
Thank you for contacting Woolworths Insurance.

We would like to thank you for your patience when it comes to your enquiry. We value our customers and understand how important it is to offer exceptional service.

We look forward to your response.

If you require further help in the future you can reach us on our webchat at woolworths.com.au/chatnow. You can also call us on 1300 10 12 34 between the hours of 8am to 8pm Monday to Friday or 9am to 5pm on Saturday and Sunday (EST) to speak to one of our Customer Service Consultants who will be able to assist you. Alternatively, you can manage your account by visiting our website at My Insurance Portal at woolworths.com.au/myinsuranceportal.
Kind regards,
Richard
Customer Service Representative
Woolworths Insurance
1300 10 1234

The insurance fee was cheap for the 1st year but they asked for auto renew and the 2nd year renew fee is double.
Think about it the car value is down after 1 year but the insurance fee is double.
For 1 year insured no claim, I got double insurance fee, is it reasonable?

I have had my dog Archie insured for four years and unfortunately this is the second time he has had to have an operation and I am thrilled with the service from Woolworths. Not only the speed of paying but updating the process, only took a couple of days from start to payment. When you have a sick dog that helps a lot.

Hi Woolworths Insurance - I haven't had a response to my home claim in over 2 months. If it's not sorted out this week, I'm going to the ombudsman. Claim number is 977043.

Have been waiting for Woolworths insurance to process my claim for over 62 days. 15 phone calls over the last 3 weeks hasn’t even resulted in a decision being made. Woolies blames claims central for holding up the process, claims central blames Woolies. There is no way to further advance my claim. There processes are purely designed to delay and deny your claim. Avoid Woolworths insurance at all costs.

I called a week before my automatic renewal was to happen to cancel my insurance due to the fact my home & contents goes up by around $100 each year (I’ve never made a claim). I was able to get a much cheaper quote with a much higher insurance sum elsewhere. A week later I checked my bank balance and found my account had been drained of all it’s funds due to the fact the person I spoke to after being on the phone to close to an hour hadn’t followed up. Back on the phone again and I was told they had no record of me calling and it would be around 5 to 10 days before I was reimbursed leaving me with nothing to live on for that time. Please do your job properly the first time and stop increasing the policy. Their doesn’t seem to be any reward for loyalty.

Would no longer waste my time after ringing on 3 occasions and not getting through but just left hanging on phone for 30 minutes. Gave up and looking elsewhere for company with service, just imagine how long it would take make claim No way Woolworths

After being with Woolworths insurance for the last 5 years they are doing everything in their power to avoid paying our claim.
They won't cover parts of our roof that were damaged in a recent hail storm. Each time I call them I get told that the damage was not in the report from John Lyngs Group (their building company). I call the John Lyngs and they say "Woolworths don't want to cover it".
We've been getting the run around for nearly 6 weeks and our roof is probably leaking water.

Avoid at all costs!!

This is a scam!!

Absolute disgrace Disclosed everything etc when online obtaining my insurance then when it was time to make a claim due to malicious damage to my vehicle my claim was declined now I have damage to my car in excess of $3500

Do not deal with Woolworths Insurance.

It saddens me that Woolworths have come to this decision in declining my insurance claim due to a clause in the Woolworths travel insurance and I had my backpack stolen that was locked on my motorbike and was away from my bike for 2 minutes as was pick up food and because the bag was not personelly on me Woolworths decline my claim. My bag that was locked to my motorbike via a secure hook, which would be the same as if I had a car and the bag was inside the car, has caused my declined of claim.

I have travelled to Phuket, Thailand 10 times over the past two years to see my Thai wife, and each time have taken travel insurance through Flight Centre, and never in my travels and luck, have I had to use or claim through my travel insurance.

 For the first, especially being a long term Woolworths shopper and credit card holder, I decided to use Woolworths travel insurance, and for the first time I have unfortunately had something happen, and even feeling upset after the incident of someone cutting my bag, which I presume by a knife to remove it from the lockable hook, I somewhat felt relieved as I had travel insurance to cover my expenses of my stolen items which was reported to Police with report and statement from the Thailand Police.

I will be travelling in the near future, but will not be using Woolworths Travel insurance again, along with my Woolworths credit card or continue shopping at Woolworths.

I will also make sure that I will write a demining blog to the internet world about your fine print clauses in Woolworths travel insurance, that when you are upset about losing your valuables, and you think it’s ok, Ive got travel insurance, Woolworths will pull out the fine print clause and decline your claim. (The insurance that you think you have, but you don’t because they will get you in the fine print with all there fine print clauses).

Not a happy customer. (Just remember every upset customers, loses another 10 customers

Cost me over 600 bucks in the last year for this policy. Made 2 claims the first I received $100 bucks and the 2nd none as there is an excess per claim. So therefore out of pocket $500. When you sign up they tell you they will process claims within 10 days. Not so. After 3 phone calls and 5 weeks of waiting the call centre girl told me that I will be getting nothing back due to the excess and that it was being processed by the claims department. I immediately cancelled my policy. Better off putting that money into a savings account. So annoyed that it took 3 phone calls and 5 weeks to find out that my claim is nil. Service is dreadful. Buyer BEWARE! Worse insurance company I have ever dealt with. Bye bye Woolworths pet insurance. Youll get no more money from this sucker!

I put my claim in for a leaking water pipe in November 2019. I sorted out the electrician and plumber to locate the leak. My claim was passed to Johns Lyng. I don’t remember taking out my policy with them but they basically told me they would match the materials as close as possible even though I supplied where I had originally got them from. To-ing and Fro-ing I asked to settle the claim cut johns lyng our as I have no trust or confidence in them touching my home. Got told my wallpaper was discontinued by JL only for me to jump online and find it instantly. We are now 4 months down the line and no progress has been made. Please don’t tell me to call your Customerservice line as I have to wait 40+ mins and I don’t have that time when working full time. Just settle the claim as I have asked, it’s fair and not asking for anything inflated just the right thing.
Then we can all move on with our lives!

Had insurance for my 10 month old puppy for 3 months when we discovered he had severe hip dysplasia and degenerative arthritis.
They have been exceptional. Covered his initial xrays, medication, consultation etc (80%), and have pre authorised his surgeries, the first of which is this week.
Best insurance I’ve ever taken out. Was expecting them to argue any claims etc but the complete opposite. I’m so happy and surprised.