Apia Reviews 

On 12 June 2023 someone ran into the back of my car when I was stationary at a red light. It was entirely their fault. My car was only eight months old. APIA accepted my claim as a “no fault” claim, picked up my car with a tow truck and without telling me they took it to their chosen repairer, which was an hour’s drive from my home. I was then told to pick up a rental car from a depot 45 minutes from my home. I live in the bayside suburbs of Brisbane, and there are literally hundreds of car repairers and car rental depots between my home and the two businesses they chose to use. Eventually the repairers rang me to say the parts would not arrive till 17 August - then it would take two weeks to fix, so that meant a 10 week wait. Whenever I rang APIA during that period, I had an hour’s wait on hold before I got through, and every operator had a very heavy foreign accent I could barely understand. I also regularly called the repairers, but they never had any updates on the parts. On 16 August I received a call from the repairers to say the parts weren’t going to arrive for another 8 weeks!! During all this time my car had been sitting out in the weather in their open yard, subject to rain, hail, and the relentless hot Brisbane sun, as well as being a home for birds, vermin, and insects, and building up a thick coat of dirt and dust. My policy says it must be kept in a locked garage at my home……. The Toyota app on my iPhone notified me that the driver’s window was open, but despite me telling the repairers this, they insisted it was closed. After having waited 8 weeks already, I wasn’t prepared to wait another 8 weeks, so I rang APIA and made a huge fuss. I said I wanted to be paid out for the car as I wasn’t prepared to wait another 8 weeks with no guarantee I’d even get it back at the end of that time. APIA said their assessor would call me within 24 hours to discuss the payout option. Three weeks later, despite me sending daily emails asking for that promised phone call, it still hasn’t happened. The repairers however in the meantime somehow miraculously found a different supplier and obtained the parts within 3 weeks. They suddenly rang me out of the blue on 5 September to say my car was ready - when I was thinking I still had another five weeks to wait. There had been absolutely no communication from them or APIA during that time. I am a full time carer for my husband who has Parkinson’s disease, and I had to leave him at home alone while I made the long trip to firstly return the rental car, then I got a UBER to the repairers (who knew I was coming), but when I arrived all their staff were in a meeting, so there was nobody available to do the handover!! Eventually the meeting ended, and a man stood at the rear of the car and read out the list of repairs from their paperwork, and told me there was a lifetime guarantee on the repairs. Not much good when I live an hour away….. Anyway he assured me it was 100% perfect, so I got in the driver’s seat and drove home. I could immediately see the car was filthy inside and out, and as I drove on the motorway the steering wheel shuddered badly at speed (they hadn’t done a wheel alignment), the engine noise was very loud, and the petrol engine was doing most of the work instead of the electric battery (the car is a hybrid). I glanced at the front passenger seat and saw dirty stains as if someone had sat there with grease on their clothes. At home, on closer inspection, I also found a patch of blue paint on the “new” light fittings they’d installed on the back of the car. My car is silver, not blue. The following day I opened the rear passenger door and found a large plastic cover on the back seat which the repairers had forgotten to refit. It belonged underneath the rear seat where there were heaps of wires etc exposed, making the rear seat unusable. I rang the repairers who said I could bring the car back on 21 September (in two weeks time) and they’d refit it for me and do the other jobs like cleaning and the wheel alignment to complete the repairs. Not likely!! An hour’s drive for repairs they should have already done?!? I mean who doesn’t know a wheel alignment is needed after a collision?!? I asked them to arrange for a local repairer to do it but they refused. I wouldn’t trust them to get anything right and would rather pay for it to be rectified locally by businesses I know I can trust. At the date of writing this (12 September 2023), I’m still sending daily emails to APIA and still waiting for their assessor’s phone call promised on 16 August…. I received my insurance renewal notification from APIA last week. The premiums are increasing by 42.5%. I rang for quotes from other insurers and found APIA is one of the most expensive insurance companies around. So much for their claims about taking care of seniors and pensioners. What a joke!! I’m taking my business elsewhere.

I had a car accident in May 2023. Apia was the insurance company. After repairs were done I picked the car up almost 3 months later. The next day it started with air bag issues and also my boot not opening. I rang the insurance company back who then sent it to have the car assessed, they came back with air bag wear and tear. Months later when I picked the car up for the second time, panels were left dangling off from the inside of the vehicle, it was also filthy and not good visibility because of so much dirt. the next day the suspension went down again. I rang the insurance company again. By this stage it was almost 4 months since the accident and the insurance company was blaming wear and tear on the air bags. I requested it to be sent to a local mechanic to have it assessed again. The car had no issues what so ever prior to the accident and this was my complaint. But of course they would not pay for the air bag replacement. I have had the most horrid treatment and my car has been returned in a disgusting condition to me. I pay a lot of money for my insurance, it is not cheap and I received this disgusting service. The insurance company was not going to fix the boot as well as the air bags, but after constant fighting and another mechanic mentioning boot related to the accident it now still has to be sent back to the repairer to have this fixed. In the meantime it is at a mechanics who are actually trying to charge me more money for two air bags than BMW initially quoted. How does this work. It will be 4 months without my car next week.
The worst insurance company I have ever had to deal with and the worst service provided for the repairs of my car.
It seems with Apia they charge for the premiums but of course not prepared to give you your car back as it was prior to any accident. I can't wait to have this all over with and move my insurance to someone who cares about the money you pay for your insurance and give you a good service not treat you like crap.

After being with Apia for over 15yrs, I am fed up with their continual effort of trying to put me off from insuring my holiday home situated near the Murray mouth in SA. the premiums have jumped a whopping 380% over that time and I have just received another increase of 96.6%. After contacting them they explained that for some reason their system wasn't recognising the address but it was being fixed. After some 20 minutes and updating my policy, to a 30% increase, they have moved the goal posts and said that they won't cover the home anymore as it is a transportable on blocks! Most homes in that area are on supports of one kind or another. Oh and I have another holiday home for my family next door that now won't be covered either. Over the years Apia's continual changes to policies have made it more and more difficult. I have a total of 8 policies with Apia, all of which will not be renewing as they expire. So much for their blurb about taking care of older Australians ( which you have to listen for an extremely long time to when you phone ). While claims, not many, have been promply settled, except for one, where I was given the wrong imformation but they begrudgingly settled in the end, it's Apia's continual increases in all my policies and changes that have led me to be fed up!

We have never received such incompetent service as we have with Apia. After an accident last month, we have been shoved from pillar to post, being told to go somewhere for an assessment, only to be told the assessor had no details of our claim. So call some other place...they had no details either. Unable to talk to anyone, after being on hold for an hour, we looked up Adelaide office details. It said 30 Currie Street, Adelaide. So we went there....Nothing there!!!
Is this a ghost /scam insurer?
So disgusted, don’t know what to do next.
The one and only phonecall we’ve had was with a woman overseas with a heavy accent, and all the details she gave us were incorrect.
Next step? Sit on hold again for hours trying to speak to her again? Meanwhile we are without a car!
This is just NOT good enough!

Darrel (Employee no. 338747) was a very helpful and knowledgeable assistant. His relaxed and friendly demeanour made purchasing my car insurance a hassle-free experience. I hope this augers well for my continuing relationship with APIA.

Extremely poor service from their repairer Capital SMART repairs in Blackburn. Waited 2 months for an assessment, presented the car and was told it would take 12 days to fix (1 panel) and that they wouldn’t start it on Friday, I asked if I could drop it back Monday, no, this is our process. So why keep a car for the weekend and do nothing with it? Illogical. Rang APIA, the team member rang the repairer and was advised that I could pick my car up and drop it back when they were ready to start. rang 9.00am Monday, the person you want doesn’t start until 12. She will call you. She did at 1.40, yes you can pick up your car but you will need to re-book, she said the woman from APIA got it wrong. Asked to speak to a manager, sorry I cat he’s very busy…same spiel about how many cars they take in everyday, it’s our process etc. extremely disappointing. I hope the repair work isn’t as bad as the lack of customer service from both APIA and the repairer.

I cannot speak highly enough of Donna. She sorted my issue easily whle being exceptionally friendly and efficient. Her cheerful manner made my day.

This insurance company is the worst company I have ever worked with.
I have been with them for two years and my car got stolen. They never answered the phone after I did the police report and refused to do anything about my car.
They owe me two weeks of rental money for a car I had to rent because they never did anything about my car, including checking it after it was found.
I have reported them to the il. insurance company and they don't care.
Next I will be taking them to court for negligence.

Pathetic company. Charged 2 times for insurance and then when reimbursed done with a check which causes more bank fees. If you take money via direct debit why not return the same way. Changed companies and found a cheaper more helpful provider. Was a good company 15years ago.....since then a massive decline

Apia Insured for over 20years.We had two rain bombs and seviere winds and continues rain for weeks last year.So sever that my neighbours roof had to be replaced.I suffered less but had severe mold on the underside of my roof which I could'nt get removed for months..Covid and then all cleaning companies had long waiting lists.Booked in March..cleaned in Sepember. We then found out the mold had distroyed the varnish .I claimed and was told I had not maintained the house, even though I supplied pictures when I had bought it 6 months earlier. This has been a very distressing experience for me and so unjust..I proved my case with pictures ect and statements from workers involved..all onto deaf ears. I know have to resort to law. so sad.

My claim M075000011 for a stolen vehicle was lodged in late August 2022. The vehicle was stolen three weeks after I purchased the vehicle and APIA policy. The thief was apprehended and charged, the vehicle written off. It is now 6 November 2022 and still no idea when the policy claim will be determined. All information requested by APIA was provided including police check, phone records, police report. APIA is simply dragging out the process and looking for an excuse to deny the claim.

Apia Car Insurance. Following minor damage with my vehicle, I waited for two weeks, to be booked in on a Thursday, no problem. I had to travel for 3/4 of an hour, to their repairer, hence 2 hours return. Then I was booked in at a later date, on a Thursday, with the expectation it would be finished on Friday! Here we are 5 days later, and advised it should be finished, tomorrow! When contacting both parties, no one gave me any reassurance, or even contacted management, which at least could have appeased me. I ask why you request the car to be brought in, when you have no intention to start the job, you have to trust me, that this was a two day job at the most. As a one car family with a number of medical appointments, it's been a trying and expensive time.

I have tried to get in touch with someone for days, sat on hold for over 20 mins (silence on hold) just to be hung up on. Online links go no where and online enquiry forms go unanswered. I will be changing insurers next time I need to renew.

Have 4 policies with APIA. Never had an issue but never had a claim either. Had a tenancy issue and tried to do a claim with them. I paid the excess and was told claim was allowable after a very long conversation with a helpful claims manager. Today I got a call to say that there is an additional excess payable which the previous person had said wasn’t applicable in my claim and therefore excess is more than the claim so not worth proceeding. Maybe they should’ve checked how many policies my partner and I have with them as I’m going to cancel my 4 in the very near future. Don’t trust them they lie.

Live in rural area and have water pump to house. Motor burnt out, so no water for three days while pump was assessed by repairer, (not repairable - no parts), and a new one installed. Submitted paperwork to APIA.
Phone call asked for old pump to be sent in for an independent assessment, because they don't trust supplier. They had a report and a tax invoice for replacement and I said that I didn't keep the old pump. They then said that without the pump I must be lying about the pump and they would not pay out. Very rude, demeaning and aggressive person on phone. No follow up mail confirmation of refusal to pay.

To rub salt into the wound, they then notified us that our policy was up for renewal and it was to be automatically increased by 15.2%. Punishment fee for making a claim? It certainly isn't a CPI increase! Suffice to say we have found a superior, reputable insurer and we will save in excess of $1000 a year for enhanced benefits.

Don't pay a lazy tax, find a reasonable rate from a respected, reliable company!

Apia is Dishonest takes premiums but don't pay claims Hedda the Claims Manager, and Christian paid our claim some clown by the name of Troy then declined the claim, APIA Claims left hand doesn't know what the right hand is doing.v disappointing.

Their premiums are competitive. But, in flagrant contradiction of their privacy policy, they refuse to spell my name correctly. To get somebody's name right is a basic part of showing respect for another human being. APIA don't do it.

Trying to put in a complaint to their privacy section results in a bounced email.

Having said that, a lot of other insurance companies do the same thing. I wonder why insurance companies are amongst the least trusted and respected companies in surveys?

'I wish that I knew what I know now', too right.'

Getting older doesn't mean I got lobotomised to good service!

Turning 50 recently, I switched my car insurance over to APIA, looking to benefit from lower premiums, what I didn't realise was the true cost of switching.
Needing to fix my vehicle after a minor accident, the service I've encountered has been nothing by a disaster. Having to leave my vehicle for days on end for inspection assessment, needing to go to multiple repairers, waiting weeks to have it fixed and having to travel +40 mins to the nearest repair who could do the work. The time and money wasted can't justifies the small cost saving.
Their ad says 'I wish that I knew what I know now', too right. Don't use APIA, you pay for what you get. Going back to Coles Car insurance by far a better offering.

I have had at least one Motor Vehicle policy and up to 3 other policies commencing 1991. Over the years we have had claims that were always processed in efficient and courteous manner. That all changed January this year. Car needed to be towed tour Apia's and our preferred repairer who reopened 22nd January Apia was advised by email that was the case. Nothing happened. I phoned Monday 5th February and a tow was allegedly booked for the Tuesday. Nothing! Phoned again given excuses put on hold to arrange tow advised tow was arranged waited all day Nothing! Rang again tow company advised the tow was NOT booked until 2.00pm 8th February. Vehicle eventually towed Friday 9th. As a result the repair was delayed because in that time other jobs had been booked. Louise Walker and Oliver Dando- Davies both arrogantly said "car has been towed whats your problem?" These senior people exacerbated problem that was their job to solve. As a result we cancelled ALL policies. Dando-Davies was advised in writing the dates the cancellations were to take place. Apia took out money they had no right to receive and then took 11 days yes 11days to refund. No notice no apology. They did me a favour because we have better cover for both motor vehicles, ancillary benefits not provided by Apia and fortnightly payments. Contents insurance is slightly dearer but no excess and $5000.00 limit on personal items against Apias. Would I recommend Apia NEVER again