Apia Reviews 121

appalling customer service.my motorhome was hit from behind and the driver took off. I managed to get his registration and vehicle description.contacted APIA but they did not want to do any follow work.they made it too hard, and wanted to charge me $1000 access up front with no guarantee.not renewing.do not touch this mob

This company will put up whatever it takes to make you not go forward with a claim. Has ‘unique’ wordings, to avoid paying if possible, throws up email after email, just stay away from them, and Suncorpits parent. Won’t get paid, they are difficult

Buyer beware!
I have held motorhome insurance with Apia for nearly 3 years.
I had always been advised to have the motorhome insured at its full value an alarm, mobiliser and GPS need to be installed. It is held on a driveway.
Today an extra limitation was advised..the motorhome needs to be parked in a locked garage! Seriously, how many modern homes have big enough garages to store these type of vehicles!
Yet they are still happy to insure on a driveway but the max. value is $150k.
Choose carefully.

Rip off. Overcharging my elderly parents. Charging bear $2600pa home and contents. Same cover at Budget Direct only $800pa. Stealing from elderly.

I have never commented about anyone's service. Australian pensioner insurance agency is Suncorp gone wrong. The only way I could cancel my claim and policy was to explain to the representative in a foreign country "I will be in touch with the insurance ombudsman." And hung up. It worked. 2.5 hrs of foreign hell. They rang back 3 minutes later and said "Good news, I have the authority to cancel your policy after telling me that I have to ring them in 14 to 16 days. I hope that helps anyone going through the same process.

What a terrible organisation hiding behind the moniker of looking after pensioners when in fact they are charging ridiculous premiums. My mum was paying double what was necessary at almost $5000 per year. Being a little old and naive lady didn't help her cause. Give this company a wide berth and I urge you to get multiple quotes. This company should be ashamed :(

Rip off artists. Have been over charging my elderly parents for years. Changed to Budget Direct.... $3000 pa CHEAPER for same level of cover. Don't go near APIA... they are ripping off elderly. Absolute maggots

Plz plz plz don’t insure with Apia such rude lying creeps
I put in a claim for flooding
My roof leaked my shed filled with flood water after sending 3different assesses Apia said there’s no leaks even after sending in these videos and they denied that there were any storms in Kingaroy
Took 12months to get absolutely nowhere with them
They treated you like your
This is elder abuse they take advantage of the elderly
Lowest of low

We have a current insurance claim with Apia. The accident happened in June. Someone ran into the back of us. We had to give all details to an investigator because we had only been with Apia for a few days. After this "grilling" which was quite intimidating, we were cleared and it was established that the accident was legitimate and that we were not at fault. When we finally got to put the car in (in early November) we could not book a hire care even though we had asked for one. We were asked to provide details of the accident and now they are still truing to decide who is at fault as they cannot contact the other driver. THEY HAVE HAD 5 MONTHS TO DO THIS. Very unimpressed. Where is all the info we provided in June. Why are we being asked for it again. They are incompetent and won't take responsibility for their error/incompetence.

Appalling customer service
Impossible online contact
the simplest P60 details cannot be accessed either online or through customer service which wastes everyone's time by repeatedly trying to connect to someone else

If i could give a lower rating i would. All call centers relating to my vehicle claim are overseas. The claims procedure online after the claim is lodged is non existent. No follow up on progress of claim or repairs. Assessor has not even viewed the car in person to assess damage. Assessor is based overseas with no comprehension of severe storm situations in Australia. Hire car supposed to be in cover but be aware you are responsible for any excess for the hire car. Time to change insurer and i cannot recommend anyone to insure with APIA.

They cant send me emails since my POA takeover. They claim they've spelt it wrong or they have sent things to my address. Wrong, nothing received. They are useless with communication. Now my mum has passed lets see how long it takes them to pay out. She has payed for a gold coffin over the years...over 40yrs and still high premiums...

I live in regional NSW and recently made a claim against my APIA comprehensive car insurance. They have ignored my needs, been obstructive and written my car off without consultation, leaving me stranded without any transportation whatsoever. The damage to my car is completely superficial and functions absolutely normally. For them, the claim is low payout and high yield, as they will take possession and sell it for parts. They are meant to be protecting my interests but are bullying me into a course of action that protects their own interests, regardless of the difficulties this creates for me. Looking at the rest of these reviews, I see I am not alone. Shame on APIA for taking advantage of vulnerable older Australians. Disgusting behaviour.

If you asked me a year ago what I thought of APIA, I would have said amazing and great to deal with.
But fast forward to today—after my 91-year-old father, a loyal APIA customer of over 15 years with both home and car insurance, had a car accident—our experience has been nothing short of disappointing.
We did everything APIA asked:
• I paid the excess upfront.
• We didn’t bother them for a tow truck, so my 91 year old father had to climb through the passenger side to get to the driver seat due to the driver’s door being jammed.
The car wasn’t booked at the repairer’s for a week after the claim!
• We have never made a car insurance claim in the entire term of this policy.

Now? We’re stuck in a loop of finger-pointing.
• The repairer tells me the car is not repairable and they’re waiting on APIA’s decision.
• APIA tells me they’re waiting for the repairer’s assessment.
• When I call the panel shop again, they repeat the same thing: waiting on APIA.
In short: no one is taking responsibility, and in the end my father is left stranded.
The initial claim call with Matt the Operator was excellent—quick, professional, and only 15 minutes. But I called again the next day to add more information I was routed possibly to an overseas call center. That conversation was frustrating, dragged on for 1.5 hours, and repeated the same questions about identity even though I was already listed as an authorized contact since 2022 which was confirmed by the first operator (matt) I spoke with.
APIA markets itself as “insurance for pensioners,” but somewhere along the way they lost a key word: compassion.
Now, my 91-year-old father has no car for medical appointments, shopping, or even basic social life—because APIA can’t make a decision.
they should be called WDGASI (we don’t give a shit insurance)

I had a claim when I hit a large kangaroo causing extensive damage, a claim was made on the day APIA couldn’t have been more helpful, they also organised a rental car on the day, repairs took just under 4 months I had the rental car the whole time, I couldn’t be happier with APIA!

I have found APIA insurance good in the past; I have both car insurance and home contents policies with them. Unfortunately the two arms are treated as separate entities (ie it's a "one-stop shop" but you need to go to separate "aisles" when changing account details).
It was my great misfortune to have to replace my credit card just at a time when APIA's direct debit was due. Naturally APIA sent me messages to tell me the direct debit wasn't working. No problem, I thought, I will just give them the new credit card details online. What a nightmare. It turns out you can't change the credit card number when a payment is due. You have to RING. After running the long and dreadfully annoying gauntlet of robots and irrelevant company spiel, the APIA representative suggested that to ease my anger and frustration I could download the APIA App and fix the problem there. No such luck. The App required me to add my policy details. I had the numbers but they wouldn't load (perhaps because the policies had outstanding debits??). So, back to the gauntlet of robots and company spiel. By this time, it was after hours and I was picked up by a service centre in Manila. More problems, because the lady there could help with Suncorp but not Its APIA subsidiary. Then a wrong referral, then back to the gauntlet of robots and company spiel, then back to Manila. Success at last. The lady there calmly and expertly dealt with my problem and singlehandedly saved APIA from losing a valued? and dedicated customer. So APIA, where's her recognition and FINANCIAL reward? Where's her incentive to (continue to) do her very personal best to help APIA customers? There was no after-survey or opportunity given to me to extol her virtues. No performance measurement. Nothing for her. (But no doubt APIA will continue to fully maintain the robots). Do firms understand that having to talk to robots is an AFFRONT and extremely annoying.
Days later, after being told to download the SunCorp app and manage my account through that facility, and after many unsuccessful attempts to download my policies into the app and after repeated email correspondence, I was told by an officer of SunCorp that APIA is separate and that APIA policies can't be accepted by the SunCorp app. That was true, I found, but the SunCorp app is different than the SunCorp Insurance app.
Then it finally worked. But I spent so much time and got so much unhelpful and conflicting advice, all resulting from a simple change in credit card. I think that a lot of staff training is required in both SunCorp and APIA. And more people, less robots please.

Claimed for damages made by the tenant. APIA states only malicious damage is covered and all other damages are not covered. Asked for evidence how each damage was classified as neligence etc, no information was provided. When asked for evidence that the place was rentable immediately after inspection no such letter was provided by the assessor.

I wont touch APIA at all and it has a number of processing errors. APIA does not serve the needs of the elderly. Vet very poor company for the LANDLORDS Insurance.

Plan to move all my insurance out of this company!

I had to get some superficial repairs done to my car. It was all arranged and I started getting text messages and emails asking if the repairs were done. At that time the car was still in for repairs. The text messages stated if I did not reply my insurance would be cancelled as it was also time to renew the policy. I phoned them to say repairs were still underway.
Anyway I got the car back and phoned them again to now say the car was now repaired. In the past my policies automatically renew. In this case not so due to needing the repairs to be completed - they flagged my policy renewal as on hold. As said previously I had phoned to say the repairs were completed.
The other day I noticed my monthly payments had not come out of my bank account so I phoned to see why. They had cancelled my car insurance and insisted I had not informed them the repairs were completed. No communication thry said between May and September. My phone records show I called them 4 times during July and August.
I drove around fur 7 weeks with no car insurance - it's a 3 year old car. I feel very let down and unimpressed!

With comprehensive car and house contents insurance with Apia I have had one car claim, which was eventually paid out. The proces was highlighted with delays and very poor communication. Biggest issue is the continued website failures, incorrect policy details, topped off with being unable to login. The website lost my details. Which unbelievable as that is was beaten with renewing my contents insurance and not car comprehensive insurance. When I tried to login to correct this again 4th time my login not recognised. Now insured with another company

APIA use deceitful tactics, Their 3rd party car insurance is NOT 3rd party green slip. This is not clear ly made known to their Aged elderly clientele.The gay guy who took my call , was very defensive and used smart arse comments " well if you hit a Bently you'll have to pay for it" ( I changed my insurance to NRMA )