State Insurance Reviews 144

Claims process is like eating glass.

Website is full of bugs, unusable. Can't change email address, having the call centre change my email address hasn't worked. Claims management features on site are broken.

I am left chasing my claim for days on end. Wait times on the call centre are half an hour plus.

Let's start with contacting State Insurance. I spent my whole lunch break on hold but nobody answered. I sent multiple emails regarding an active claim but I received no reply. My claim was finally addressed with an email and I was told my goods were not worth insurance so they cancelled my claim. That's quite insulting to be frank. Changing insurance now.

I recently filed a claim for malicious damage to my car with State Insurance, which was initially accepted. However, they later informed me that each instance of damage would require a separate excess, resulting in an additional 8 excess payments. I find this approach unreasonable, as it seems they only intend to cover total loss scenarios. Later one of the assessor came back to me after I have ordered parts to fix my car by myself and considered it total loss as the cost to paint and repair is more than my insurance amount, they decided to pay me my insurance amount minus 1 excess. I would have appreciated if they have been clear with me before itself. Kind of mixed feeling.

I contacted state insurance claims department regarding my daughter’s car break down. I originally spoke to a staff member not in NZ and was told my claim was declined. I was beside myself and phoned back when I wasn’t quite so upset to query it. I spoke to Reece (Rhys?) who went above and beyond. I also had help from Brendan who was also helpful. Honestly I had such a great experience after speaking with Reece. I was prepared to change providers but glad I phoned back to get another staff member who knew what they were talking about. He made my day/week/year!!! Keep up the good work because we all notice

Canceled a vehicle policy on May/June 25, got a refund processed based on sale date. fast forward to August 25 noticed two different deductions coming out turns out the old car had restarted payments but the policy number on my statements was changed to a new one; assumed this was my new car.. So sus.

Extremely expensive, terrible insurance. Claim partially declined with no valid reason given. Terrible customer service - they're very polite but extremely ineffective. I sent through details (quote etc) for my own repairer, as their approved repairers would take over one month to even assess the damage - then another month to get parts in. They advised it was all fine, so I booked it in, when I called to confirm, they said the quote hadn't even been sent to their assessor. This process can apparently take another 10 days. I called on Thurs,assured it would be rushed through under urgency for my vehicle booked for Tuesday. They still had not sent to their assessor. Called Friday - their team still had neglected to send despite their assurances. Called again on Monday, told it would take another 10 days and my car is booked tomorrow. Now I have to tell mechanic to cancel courtesy car and all of his arrangements, and I have taken the morning and evening off of work to drop the car, and State have not even approved the repair yet despite having had the quote and details for a very long time. How embarrassing, frustrating and extremely disappointing. In the meantime my car is being damaged from not being repaired. I will be canceling my policy and going to Cove or another insurance provider.

Do not consider taking this Insurance unless you want to be scammed. They offer competitive rates so that they can sign you up and then scam you. Even for a basic claim where you can show photos and proof of an accident, they would find the most ridiculous excuse to pass blame. Better to sign up for someone better and pay a little more. You get absolutely no protection with their cover.

Absolute joke of a insurance company, their online app is pathetic! Tells me it doesn't recognize my email address even though they sent my renewal docs and of course they still get their money direct every month! EVERY time I need to do anything with my policies it is the same crap of having to call so called customer service who don't have a clue why their system has glitches!! They want us to use their online system yet is doesn't work! All the dam money this company makes and they can't fix a website!!! Disgraceful!!

The payment system has issues i rang them to resolve an issue where the payment were being attempted on the wrong dates 3 times 2 weeks apart each time my payments were overdue but there was money for them to take. Then I stopped getting an email saying payment overdue wohoo ots working I figured we'll it wasnt then after a couple months I get my first ever text alert saying I'm overdue no emails. Apparently I hadn't made any payment since I rectified the issue last phone call. Now I owe them $360 and they will not take any accountability for their mistakes I've been a customer for years never made a claim and all they have done is take my money get things wrong and make me repeat myself do not use this company if you want to just set your policy up and let automatic payments take care of it you will be shafted unexpectedly and you will not get help from them

I've been waiting for over a week for the investigation team to contact me regarding a simple claim for a broken window glass. Despite multiple follow-ups, the customer service team has no answers or updates to offer.

If this is how a basic claim is handled, I can't imagine the experience if a serious incident were to occur. Truly the worst customer service I’ve experienced — extremely frustrating and disappointing.

I did not confirm that I had cleared my belongings out of my car or tell State the address to pick it up, and without warning they sent a towman to my home address to take the car. The towman knocked on my door at 8am and I had to spend 20 minutes getting the car seat covers etc. off my car so he could take it away. I also missed some belongings such as my dashboard phone holder because of the rush. I understand having to tow the car because it was written off, but not giving any notice was unacceptable. I had specifically emailed asking them not to tow it immediately and State did not even reply; I never heard anything until the towman showed up. If they had just replied to let me know ahead of time that he was coming, I could have prepared.

my car was involved in a house fire " not my fault " luckily for insurance ! but lets start with insurance how pathetic is communication it's been 1 month without my car @stateinsurancenz do better ! my car was towed away to be assessed the assessor called me at the end of the month saying my claim was approved and being sent to the work shop to be repaired 3 weeks went by still no contact I then took it upon myself to call the work shop to be told they approved the job and we're waiting for my car "3weeks waiting" still no car! I called my insurance only to be told it's written off 🤷‍♀️ they lady then said she will call me back 11th Wednesday it's been 3 days and I still havnt heard nothing? At this point just give my car back !! 😒 future advice never get insurance with state !!!

Hopeless customer service, over the phone. Even the online qoute system doesn't work( only putting up Prezzy cards doesn't mean pple are callin 4 that). Upon calling they telling me my address in not in there system so they can't give me a qoute. This is how you treat a new customer trying to buy insurance. Well best of luck you lost 1 more customer today.

State Insurance (AIG)
I would never take a new policy out with them again.
They changed their systems in the last year, at the time they fiddled with my existing policy live and decreased my cover until I demanded they changed it back (paid policy for 12 months with time to go on the policy). The fact anyone in the call centre can play real time with your policy with no tracking is a MASSIVE red flag.
Their dashboard does not allow cancellation of policies, you have to sit on a phone for an eternity, then when you cancel... they don't and they send you predatory emails demanding payment for an overdue policy.
DO NOT USE STATE

Someone reversed into our car while it was parked, and the third party’s details were provided to State. State informed us that, according to the assessor, our car needed to be written off, and they had not been able to contact the third party. However, when we checked with the third party, they said State never contacted them. That’s absolutely unprofessional and dishonest!

We requested that the contact details be updated both via email and the online platform, but this was never done. Communication within the team seems non-existent, and the online platform is poorly designed, making it impossible to track communication history. Were told that the uninsured portion would be claimed from the third party, but it has never been received.

Thank you for reading, and good luck to all current and prospective policyholders!

Since closing their physical offices contact has been hopeless. Registered for My State and the system failed. If you are lucky you might get an NZ rep, if not you get hooked up to some clueless overseas call center. The online chat isn't much chop either. Fully deserving of the worse insurance company in NZ accolade.

I couldn't be happier. Was with trademe insurance until they tried to put my premium up by $300 when renewal time rolled around.
State offered a great price, very happy.
In February someone backed into my parked car with their heavy Jimny Jeep towbar so quite badly damaged. both of us were fully insured, so I rang State, he rang his insurer. Everything was super smooth and sorted with that one call, and I didn't pay an excess. Easily arranged to take the car into the AMI Motorhub and was given a Hybrid for a week. the job was so well done, the front of the car looked brand new. I asked my mechanic for an opinion when I took it for a WOF and he said they did a great job. Thank You State. Hope everyone else gets their needs met like I did. It is definitely possible. Jill M

I cancelled my policies - which incurred a costly charge after 5 years of doing business them. Policies were never cancelled and they continued to charge me at a much higher rate. Call centre in the Phillipines is useless. STAY AWAY

I had state insurance worker laurel do my claim within 20 minutes no muckaround fadt efficient and very empathetic highly reccommend state as from working with her.
I had my car totalled and i didnt know anything about the process she walked me through everything and really made me feel like she cared.
Thankyou laurel i hope thats your name.31st march was my call

Zero stars. Worst service and 50% increase in our annual payment with no reason why. Never claimed and no loyalty. 7 working days and still waiting for my refund.
App looks like it's designed by a 2 year old.
Done, never again.