State Insurance Reviews 

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.

State insurance is like dealing with two separate entities who have no idea what the other is doing. Hopeless. When you cancel a policy you expect them to stop taking your money. If I could give a zero I would.

The lady I spoke to last Friday (7th March) around 4 p.m. was incredibly helpful and lovely to talk to. I came away feeling so much better, even though she couldn't help me, I felt so much better.

She genuinely wanted to make sure I understood everything, she asked me if I understood (I must have sounded a bit uncertain) and said it was her job to make sure I did. I wasn't made to feel like I was taking up too much time or that she was in a rush to get off the phone to hit some kpi's. She explained the finer details but also provided good advice on what information you need to collect and document if someone is uninsured, how sometimes people can go back on their word and how to protect yourself.

It was top-tier customer service, I felt like she cared. State did a good job hiring, it's my first time calling them and it sets the bar high.

I hope I won't need to call again, but if I do, I will be looking forward to it haha!

Talking to State is far worse than any disaster or accident.

Had a car crash into my front hedge doing considerable damage. Took several weeks for them to call after sending a property evaluator just to decline us. When I asked about the insurance company of the car who hit hedge they said "oh we don't know, we haven't talked to them" then proceeded to decline the claim leaving us to chase the other party for damages. I wouldn't even insure my wheel barrow through state insurance now. Extremely unhelpful, Extremely unsupportive and extremely fast to take your money. Very fast to up your policies and lower your property value. By far one of, if not the worst insurance company in NZ.

Took out car ins with State around 2 years ago (after moving from Tas to Queenstown). Needed to make a claim for long but shallow dents on lower section of both pax and rear pax doors. Making the claim was easy (early Dec) and there was a bit of mucking around/delays given I wanted a repairer who was "not aligned with State". However they eventually agreed to replacing both doors which had to come from Germany and once all the parts arrived, my car was repaired to original condition. That's really valuable and I appreciate that.

Some of their internal processes including waiting for an assessor to be nominated was time-consuming, so recommend you keep notes of dates, times and person you spoke with recorded in an email trail. That helps you control the process

Bought a policy online in November. They gave me online access to my policy, and in Jan I recently logged in and changed my excess and also the date the payment comes out - without having to wait on the phone! It was impressive - I am going to move my other policies over.

My car was stolen Jan 2024. I made my claim. I was told that if the car was not found in a week, the car would be written off.
I was told due to the value of the car, standard policy is an investigator would be in touch.
Every few days I would call State asking when the investigator would be in touch. All I was told was someone would be contacting me shortly. This repeated for 3 weeks before someone did.
I was carless all this time and needed to make arrangements to find a new car.
Then my car was found and damaged. I asked for the car to be written off under the not found within 1 week. They said that the claim was not approved as the investigator was still working on this. They claim was later approved but they would be fixing my car not writing it off.
Due tot he damage and parts required the car sat ina workshop for months, then given back only to find further damage. Again the car sat in a workshop for months.
I get it back again only to find another issue but this time State refuse to fix. They said it was not part of the theft damage. The issue was not there before the theft, it is now and the car has been sitting for 10 months not driven. So how did the issue happen?

As a result of this process being so difficult and long drawn out, I had to buy another car.
I am fortunate that I could afford to buy another car but imagine you are not. Where does this leave you?

During the repair or theft a key has gone missing. I had 3 keys now only 2 and one of those keys is not for my vehicle.
Wait for this bit: State offered my compensation of $2000 for the delays with my car as a measure of goodwill. Then when I complained about the keys going missing, they told me that the keys are not covered under this claim.
They then said they would replace the lock system and keys.
That was appreciated until they came back and said they were using the $2000 compensation they offered to offset the cost of the lock system.

Since the new lock system has been installed the keys and the car are no longer talking. I cannot lock or unlock the car or start the engine.
They are saying this has nothing to do with the new locks and keys and I will now need to pay $3000 to fix.
13 months later my car is still not drivable.

I will never use State again ever. They advertise how great they are, but they are nothing of the sort when you need to make a claim.

State Insurance advertising is misleading. Their current advertising claims getting insurance with them is easy. It is anything, But! Trying to renew my car insurance was too difficult and the customer service was appalling. They wouldn't accept me using the TradeMe Car valuation for sum insured. From the previous year, they had devalued my car to the point, claiming for fire and theft would be pointless i.e. would not be able to replace my car, for a like car as there would be little left after the excess. I was told I would need to pay for a car valuation to get an agreed value. I'll be going elsewhere as soon as my policy runs out. I've also gone elsewhere for my home and contents insurance after being with State for over 20 years.

Shocking, passed to overseas caller , not much English I only want a quote. I can’t talk to anyone in Nz

My Dad recently had to make a claim under his policy with state. I think his third claim ever (all small claims for accidents outside his control) after being a customer for 30+ years. The email response received from state said "Please note that any claims lodged against your policy may impact your premium at renewal of your policy" however there was no further information provided explaining how premiums may be impacted. This seems like a scare tactic to prevent customers from making claims. I hope they will consider making this statement more clear in the future. What is the point of insurance of you can't make claims when you needed it! Customers shouldn't be worried about their future policy affordability when making genuine claims.

Went online entered all my details to create a car insurance quote that came to me as $797.72 P.A incl G.S.T & Taxes. Press button to accept and buy insurance, prompt comes up with a page where I have to re-enter my exact same details again, like exactly what I have just filled out, why?
Purchase price has now changed to $1210.92 P.A
Phone up the call centre to find out why, I got put on hold a long, long while. Then after navigating a large language barrier and a lot more time on hold I get the answer of we need to create another new quote. I do this, give the lady the exact same details again and get another price offered $1102.00 P.A. I then ask again why is there a $400 difference between the quote given online and what is now being given to me The lady I spoke to can also see the original quote on her computer and doesn't understand why.
Get more hold time. Lady comes back with you need to enter the original quote via a State Insurance portal to get the original price. The portal does not accept my details and tells me to call the "customer service centre" to check my details. After another way too long hold time and a million checks of the spelling of my name and details, the lady and her underwriter could not resolve the portal problem or answer why there is a $400 variance in quote price and the actual purchase amount.
They basically said it was "your details given have now changed the amount even though we know they are exactly the same details". W.T.F ? - They answered me, with my own question.
In the end i spent two hours on the phone getting no answers and no insurance. Took it as a harbinger that this Company is really shit to deal with.

Terrible systems and service. Got a quote online after entering all my details. Went to accept the quote and had to ring the 0800 number. Confirmed quote number and my details and then had to proceed again through the whole quote process and the information had not been saved. Finally got to the end of the quote for the second time (30 minutes later) then they had to get approval even though there were no flooding or slipage issues with the area the house house. After and 15 minutes finally got through the quoting process.
Finally recieved my policy and some of the details that I told them had been entered incorrectly. Not ringing back.
How can this insurance company keep operation with such terrible systems and service