My policy with my previous insurer was due to expire on 4/4/20, and as I was not happy with their renewal conditions, I decided to change to SGIO. In years past, SGIO was the State Government Insurance Office of Western Australia, and I remembered they had always been a good, fair and reasonable business to deal with. I paid a year's insurance to them several days before my policy was due to expire, specifying it was to start on the 4/2/20. On the 5/2/20, one day after my policy with SGIO commenced, I was rear-ended while stationary in stop-start conditions on the Kwinana freeway. The guy who ran into me admitted liability to me, and subsequently was on a phone call with an SGIO case officer. I was given the name of a repairer in my area by SGIO, and obtained a quote . As I was leaving the repairer, he volunteered that my file had a 'hold' placed on it by SGIO, and he was unable to order parts until the hold was removed. He suggested I contact SGIO to find out why the hold was in place. A phone call to SGIO told me that because I had made a claim within 10 days of taking out a policy, special provisions had to be complied with. One of the requests from SGIO was that they needed to sight a document from my previous insurer, saying I was no longer insured with them. I complied with this, but time passed and I was unable to get any further on what the holdup was. I aged visibly waiting on hold to speak to someone, and one time I actually got through before my phone battery went flat. She told me the case was still under investigation but was unable to give me a date when I would get the go-ahead. I resorted to sending increasingly strident emails to SGIO, which were ignored for a further three weeks. After a total of more than five weeks had passed, I eventually received the go-ahead to get the repair. I took my car into the repairer yesterday and collected it today have collected my car today from being repaired, after having to have driven around with rear-end damage for almost six weeks. (They did a great job.) During all of this time, SGIO stonewalled my claim without explanation, apart from telling me the delay was due to the claim being made within 10 days of the policy commencement.
I have been with SGIO for 31 years. I find they are a little dearer than some competitors but their customer service is much better and they do not try to avoid paying on claims on spurious technicalities (which I have experienced with other major insurers).
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