State Insurance Reviews 144

Ridiculous experience. I’m a poor uni student trying to pay my car insurance and one time my payment bounced back I received two posted letters two emails and a text message from them saying I missed a payment, I call them to try pay the money back and that’s all well and good, when I pay the money back however it “rejected” and because of that they canceled my insurance. No email no message to tell me the money hadn’t go through. I only found out today looking through my bank account that they weren’t taking money- out only to call them and have them tell me they canceled my policy. I asked why I had never received any communication regarding this and they said they sent me one letter. I asked why not an email or a text message and they said because not everyone has a email or phone number. I said I never received a letter and I was told that it must be the post offices fault. They were perfectly capable of emailing me and messaging me when I owed them money but as soon as I didn’t all they could do was send a letter, which isn’t exactly the most air tight way to send important information. I had no insurance on my car for 2 months without my knowledge due to them. I drove 16 hours with no insurance, if anything had happened I would of been screwed. Genuinely the most unhelpful, money obsessed people ever.

USELESS STAFF
Do not use this insurance company. Every staff member you speak to tells you something different. They owe us a refund for a cancelled policy and instead of refunding us they have taken MORE money. The staff on the phones are useless. We have spent hours and hours on the phone to them getting nowhere. Absolute waste of time, do not recommend.

Hello,My car was insured with State Insurance and due to higher premium I decided to cancel my policy so today I made up a call and spoke to Quanta and she helped me for cancelling my policy. She provided me with the BEST customer service. Really appreciated for her sweet, kind and polite gesture. She is definetly an assest to your company. Thank you Quanta. It was a great start of the day as I spoke to you in the morning😊

I would like to express my disappointment with State Insurance. Despite updating my address with them a year ago, it still hasn't been updated. Additionally, my car claim, which was filed nearly 6 months ago, has not been resolved. I've tried contacting the claims department multiple times, but haven't received a satisfactory response. Instead, I've been pitched house insurance, which I find inappropriate. Moreover, there's an outstanding offer from the parts supplier for my car that hasn't been approved yet. What's the point of having insurance coverage??? THIS INSURANCE COMPANY IS SUCKS!!!

removal of no claims bonus with the added increase to premiums with no communication about any of the changes they have made, they devalue the insured amount but increase the premium without accountability

Had a few alright claims experiences 2021 and before (3 were not my fault) but this recent one really has taken the cake.

I had an uninsured driver rear end me, I got all his details as per the excess protection part of the policy (ie name, licence plate, drivers license, address, phone number - double checked the phone number and address as well).
I took the car in the next day for an assessment and he said it’d be a write off, he was nice and cable tied my car back together so I could drive it home and explained the next steps. Guy called the next day confirming it’s a write off. Collections lady called on a public holiday which I missed but sent me a templated email saying they were yet to get hold of him and details wernt right. I was very confused as I had called his number to make sure it was him and took a picture of his car at his address with the letterbox showing. I emailed back with some questions and never got a response.

I put the car on the road as I assumed they’d want it towed asap but this also wasn’t booked for another 4-5 days, in that time someone tried stealing it.

The lady who called to pay out the amount minus the excess wasn’t empathetic at all in regarding my excess, had no answers as to why it wasn’t waived yet but also said well we won’t be refunding your premium, it’s in the policy.

During all of this nobody could tell me what the hold up was with my excess not being waived (we’re talking 6 different people). My claim in the portal also was stuck on ‘take your car in for an assessment’ which I’d done.

I ended up just texting the guy asking him to call them, they called me with him on the phone still asking who he was and why he was calling in regards to the claim (I mean his name, license details and phone number were on the claim due to him hitting me…).
I had to explain it in plain detail why I told him to call - they needed more details obviously and wouldn’t tell me what they were and since he was now on the phone they could get the details they required. Within 6 hours it finally got waived, But I shouldn’t have had to chase it.
It likely would have gotten missed too as they closed my claim on the portal and my policy disappeared due to it being a write off.

They also don’t refund the remainder of your annual premium (even if you have 11 months remaining on it) to put towards a policy for a new vehicle but if you pay monthly they don’t charge you for the full year ‘contract’ in your payout. Vero and Club Auto do refund.
State did say they are changing everything so monthly payments will get charged for the full year in the case of a write off so I guess if this is you, watch out!
I also learned that any registration you have paid on your car will be refunded back to them upon cancellation of the registration.

While running through this all I found AA were $400 cheaper for contents and Club Auto were $300 cheaper for car insurance. I mean at this point we aren’t paying for great service are we?

I raised this in the complaint I made while querying why after ten years of being with them they couldn’t just refund the premium this time (it was $250 I was asking for in order to stay). But nope, they don’t have a ‘retention’ team as such, don’t match prices and 100% won’t refund anything because of loyalty and a bad time.
I was told to just close my complaint twice as it wouldn’t go anywhere, I don’t have the energy to fight this so ended up closing it.
The email upon the complaint closure suggested they actually could have paid something if they felt like it. So it was abit of a big ‘well f you’.

But hey, since all of this I stand to save $700 and not just the $250 I was wanting back so I guess I can thank them for being crap and forcing me to look for other better companies.

I'm mind blown at how state insurance has inbuilt systemically practices.that seem counter to there image and good service.12 yr high end insurance fees.over two months now I've been waiting for an assessment. For a minor repair.they can't tell me if it's 2 days or 6mths to get the assessment done.there part is 700.they say they have no obligation to give me a time frame for the assessment..the Mind boggles.ive have 3 policies I'm canceling. Life long customer lost.because they have no idea what the assessors do.any serve providers has an obligation to provide a fair and time effective estimate.no car for pver 2 months so far with no indication of telling me how long my assessment will be.yes or know.a few hundred dollars .they lose 200 a month life long customer.my ulternator was damaged by a power surge.the saying pos wear n tear.i don't agree.but it's just talk they have not completed the assessment with no idea of when.that will be.thats my car.they have no right to hold me back in my work over an assessment. A time frame for any service is only fair. I can't wait il have to fix it myself.with no idea of how long it will take..ridiculous. fast to receive delay to serve.

Very disappointing service. They have increased my premium by 30% in a renewal document without explanation, I canceled the policy online before the renewal started, but got an e-mail 2 days later that it had been renewed anyway. Called the support, they said they cancelled it. Now got a cancellation e-mail that they are going to charge me for the period since the "renewal" up to today. Outrageous.

Threatening my 90 year old mother in law with canceling her policy due to a mistake State made ( writing down the wrong account number ) is a unique way of stating (forgive the pun) that you don't give a hoot about your customers.
Try better training of your customer representatives instead of phoney advertising campaigns.

If they’re not completely incompetent then they’re absolutely deceitful. Still waiting for my car to be repaired after 7 mths (5th jan 2024 till 6th July and counting) Lied about it being accessed and waiting for parts. Went into the panel beater a couple of weeks after ringing state when they said it was waiting on parts. To be told by the panel beater it hadn’t even been assessed yet. Then they give me the accessors number to ring him to sort it out . Told it would be 14 weeks, ended up being 19 weeks. And still waiting for it to be repaired 3 weeks late, absolutely no communication from state at all. Will never be insuring wth them again

Worst insurance ever, took most of my money from me took 11 months for a write off, took different fees twice, they are a scam couldn't be bothered fighting for my money back because they are just scum.

The worst insurance EVER!!!!
one of there clients crashed into me she was on a learners license no full license driver in the passengers seat wrote my car off and all they could offer me was to pay the remaining balance of my car off they come an towed it now I'm left with no car and 1000 dollars that's a joke!!!!

if I had a choice, I would have given them a minus rating because their service was inferior and dishonest, did not provide information about their policy, or indigent claim system, and inappropriate and unprofessional behavior. I recommend that do not engage with them.

Appalling service when you need them most.
After multiple calls and several hours wasted waiting for someone to pick up, almost one month later, State suggest I should withdraw the claim as they won't pay and this will avoid it to be on my record??? They forgot to say, on theirs also as a not paid claim.
Even getting my old (dead) item from their approved repairer was a total nightmare.
I love their moto: We are there when you need us most!

Phone wait times are terrible, can’t update policy’s via the app. Phone service don’t know what to do so they shuffle you along to another person which results in more wait time

Appalling service
Can only use phone contact which results in endless waits, endless shuffling around by unqualified respondents who don't know anything and have to repeatedly ask supervisors to clarify most basics matters.

Absolutely appalling customer service. 1st they deny me a claim for my vehicle that was broken into, because I couldn't bring up a receipt from 5 months ago. I received cash from a wrecker. I had text messages, emails, change of ownership etc. Then they keep charging me / stealing money off me every 2 weeks for this vehicle that hasn't been in my possession for nearly 5 months. Multiple times I have contacted them, 3 different people and nothing is being done. Nor are they refunding me for the blatant thievery they continue to be doing. I'm still waiting for contact after mulitple attempts at contacting them to be told "someone will be in touch soon" . Also their website is always down. DO NOT GO THROUGH THIS INSURANCE COMPANY. There are many other companiesout there that treat their customers with respect.

online system doesn't work. no email response to trying to reset password, getting verification code. response to trying to reset as new user was to email me and ask to contact state to verify policy number. email was a do not reply email. can only use phone contact which results in endless waits, endless shuffling around by bored respondents who don't know anything and have to repeatedly ask supervisors to clarify most inane matters. in short appalling service

My vehicle claim remains unresolved after seven weeks. I was the victim of a hit and run but witnesses took the offenders number plate.
State have changed dramatically, are now rude, ignore emails and have been obstructive. They provide a complaints resolution service but have not acknowledged my complaint as promised. In any case it's a bit like marking your own homework. Disgraceful and in my view fraudulent, in that they claim to provide insurance but so far, have not, for no reason at all. Don't even think about State. I have six policies and will be finding another provider, even if more costly. They cannot be trusted. I will take this complaint as far as I can and spread my story to as many as I can

State are absolute rubbish. they kept taking money out of my bank for a policy that was cancelled. As the policy was not in my name they would not stop the PAYMENTS EVEN WHEN THE PERSON TOLD THEM THE POLICY WAS CANCELLED. UP TO ABOUT TEN CALLS FROM TO STATE AND THREE FOR THE PERSON WHO OWNED THE POLICY