After 20 years of accident-free driving and no claim history, last February my car was severely damaged whilst parked on the street. The person at fault for reversing into my car was identified straight away and he admitted fault. I still decided to file a claim as I was assured on the phone by one of Australian Seniors' customer service representatives that my premium would not go up if I wasn't at fault. Claim was ok even though I was only given a choice of a limited number of approved repairers and the claim wasn't processed straight away. I was overall happy about my experience with Australian Seniors until the time of renewing my policy which went up considerably. I rang customer service to ask the reason of the policy increase and I was told it was because of my claim. Not at fault, was lied to at the moment I submitted my claim and got charged afterwards even if I was assured my premium wouldn't go up as a result. I am sure all calls are recorded but Australian Seniors didn't even look into taking responsibility for the deceitful advice they had provided before I filed my claim. Higher excess, less coverage and no rewards whatsoever for being a returning customer. The person on the line was not willing to help nor reconsider the details of my policy at all. I would have expected much better given the great reviews. I am very disappointed considering I paid more than with other insurers believing it would be a peace of mind. Boy was I wrong.
I have been trying to tell them i do not wish to renew. I called and waited two hours yesterday and have been waiting 45 min today. Yesterday I finally got through. I mentioned I was not happy with the long wait. While waiting I tried calling again selecting "new Policy" and I got through immediately, twice! This clearly shows they are available to take peoples money but not around for service! Do not use them!
They were extremely helpful, I couldn't fault the customer service.
They're a great reliable insurer.
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