If you want to do a quote online, don't bother, they will get you so far and then insist on calling you. Part of the quote is to get a pin sent to your phone - apparently for them to then reveal the quote. Not so, it is so that within less than a minute they call you. If I wanted to speak to someone or follow up on a quote, I would call. Then over the course of the day, they called not once, but 3 times - so very intrusive.
Poor communication from Claims department, then told we are not the only one we are part of 1000's who have put in a claim - then told "No you can't speak to a manager, YOUi does not escalate complaints" She offered to put in an online complaint - really about herself - I doubt that even happened. No one calls, no one communicates with you and if you call - they say " you are one of 1000's and you are in the queue - so please wait your turn" Poor, shoddy, very Poor, absent customers service! But hey no one to talk to anyway and you are in a queue with 000's before you! Really disappointing!
The customer service at Youi is very good in my experience and as I have yet to make any claim I would expect they would live up to a good stress free experience there too. The premiums are very affordable and fair compared to the others I was quoted so very happy and confident we are covered.
Claim for the cracks after the earthquake event. Base on engineer report, theoretically due to soil/footing that caused the crack of the house, not due to earthquake. Engineer report state: "Further investigation and discussions into the exact cause of differential footing movement can be provided if required", so I asked if YOUI can do further investigation because they can't just base on theoretical report and rejecting any further investigation. However, they still rejected and stated that theoretically the report is correct without any proof. I have asked people around and they actually said Youii is one of the worst insurance when it is about house insurance. Regret to stay for 2 years and not helpful.
I have only had to call them twice - they were very responsive and helpful every step of the way. They kept me informed of the next step and followed through on what they said.
We cannot believe how quick they processed the claim. The staff were just so friendly and went out of their way to make this whole experience less traumatic. Can’t say enough how surprised we were. 10/10.
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