I have been with apia now 3 years, renewal is a breeze my monthly payments are very manageable and the customer service I have received is excellent.
I am one customer that is not happy very disappointed with the service when you ring up to make a claim or enquire about your claim you’re on the phone for 45 minutes then you get someone that doesn’t want to deal with you and just hangs up on you and you’re on the line for another 45 minutes to get through to somebody else that might do the same would not recommend them at all.
When trying to make a claim this company has no respect for SENIORS. The claim portion of the phone is a robot which continually invites you to 'go online and make a claim....' or hold... well I held for 1 hr and 10 mins the 1st day. 50 mins the next day. Then decided to trick the robot and get a person to talk to so went with the sales round and had immediate response from a person. This person says ' ... I can only put you through the claims section...' which of course put me back to the robot loop. I did the trick again and a further immediate PERSON, who repeated the 'only put you through the claims.....' routine. I then asked to speak to her supervisor. "Oh no you cannot speak to a supervisor, only one from claims..." OMG. OK - please put me through to the complaints department, ie. complaints about the company NOT claims. She said "... I can send them an email with your details and what you want and they will email you". OMG so now I'm waiting for an email and wondering when I can get my vehicle fixed!!
We have been with Apia for some time now and last year we had a claim, within minutes from making the call, the recommended panel beater in our area was on the phone to me, all approved and ready to have the car fixed. The service was instance and we just never needed to chase them or ring or query… we are still insured with them and will continue to do so until we can’t drive anymore.
APIA is generally a good insurance company except motorcycles, terrible experience. One lousy repairer only in Sydney. After 6 month in the repair shop, due to parts as they say, the scooter came back not working and it is not the battery. It was panels scratches only and the motor was working perfectly fine. called APIA and I still to hear from them. Very disappointing!
APIA marketing to the elderly is dishonest and predatory and needs to be dealt with the same as what the banks did to many customer's before the royal commissions findings . As their cognitive abilities decline they keep signing them up to over priced insurance contracts. I recommend that all families and carers look at the last five years of policies and see what they are being charged. It's a disgrace and damming on the insurance governing bodies federally and state wide to have this insurance company which is under written by GIO to allow this form of elder abuse to flourish at the expense of the community that cares for their ageing parents and loved ones.
I wouldn't recommend anyone to APIA, the way they deal with their claims is an absolute joke. On hold for over an hour, horribly rude staff with no intent to help what so ever.
I am in the midst of making my first claim with Apia insurance. Trying to get the claim assessed is like pulling hens teeth. The standard answer I keep getting is please ring back again on Monday morning. Please don't use Apia. They are there only to get your money.
Apia has not done anything to help me. So much for helping pensioners. My car was damaged by another driver and I was penalised. It's been six weeks and I'm still waiting. All I want is my excess back.
The one glaring deficiency with APIA is that they seem to lack innovation and attention in customer service. It's an 'old school' way of doing things, and it means that I - as the customer - feel as though the onus is on me to receive good service. They have been terrific in dealing with claims and ensured the claims process was extremely simple (after my car, whilst parked, was hit by someone). Their payment plans and options have also been useful.
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