They use delay tactics and won't pay genuine claims. They seek second hand parts to repair your car. They take months and you will be chasing them every step. Assessors over valued and made ridiculous claims, showing They don't know cars, machines or valuation and assessment. People on the phone are nice, complaint department good to talk to but you will have to do all of the work and they will pass you on and on. Save yourself some trouble.
We had a claim for our broken Windscreen and it was fixed within 24 hours. Very impressed with their service. They were very helpful and courteous throughout the claiming process.
After an accident in mid-April our vehicle, essential for our business, is still looking to be a least another month away, taking us into the end of September. Elders citing lack of parts and Covid-19 for the delays. Our argument is that the delay of parts should not be a customer issue, but the suppliers issue! Insured for $50000 or replacement value for our vehicle, Elders offered a write off value of $40000 or repair of the vehicle. We were told repairs would take approx. 3 weeks. Unable to replace the vehicle for under $52-54000 we had little choice but to accept repairs, expecting we would lose 2-3 weeks of business. Despite their advice when we took out the policy and believing their commercial policy allowed for a similar replacement vehicle during repair, Elders ie QBE refused to assist us. Staff do not know the correct information to give and supply incorrect information, pass the buck and record false information. They assured us we were covered where we were not covered, do not honour their policies, and are totally unconcerned by delays that are ruining our business. The stress for us and their inability to look after their customers has been devastating for, the loss to our business immeasurable. Despite this we still have to pay the insurance whilst Elders are holding the vehicle for repair. Disgraceful! Do not know how they sleep at night. Zero trust in this company!
Elders is a local insurer with local Agents who look after their customers. When you call or drop into an office you get real people deal with your real issues in real time.
I have had 2 claims with Elders since I've been with them for 10 years. My car was fixed very quickly with no hassles about any part of the claims ! And a lot of other insurance companies charge so much more , or even refuse to insure in the Pilbarra & above !
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