State Insurance Reviews 

I have had 3 claims in the last year. One due to cyclone in Feb. My friends used another insurance provider and were paid out the week after the cyclone for loss of food etc. Their insurance waived the excess. We made the claim the same day. Heard nothing for 6 months. Then were sent a settlement that with excess taken out left us with $100. In November I made a claim for my car that had been vandalized. We heard nothing. Apparently we had been forgotten about. Weeks later I was told to take it to repairer. It was to be written off. It was middle of January b4 we got paid out. Sadly 2 days after buying the new car we were in a car accident. First question we were asked is how we financed the new car. When I explained with the money from the insurance payout the man asked which insurance company..... still waiting to hear. I email, ring, sit on hold and get cut off. The worst is when they look at your files and say they see my emails......but don't reply.

Been waiting a month for my car to be fixed. Accident happened the th of Jan. was rung a week later to be told it was going to a panel beater to be accessed. I rang them a week later to be told they were waiting on parts. Went to the panel beater on the 5th of Feb. to be told they were waiting on approval of the quote. And they hadn’t heard anything from state since the 18th of January Then rang state to be told the quote was over the pre approved work limit and that they needed to send an assessor to check the car. By the sound of the lady from state, she seemed shocked that one hadn’t been sent out already. And it would now be a priority to send out an assessor to look at it

My full coverage insurance started at around 76 then increased to 125 after my first claim then they said my area is not good even though it’s one of the nicest places in chch ?? They increased anyway to 156 now they jumped Upto $256 a fortnight because of the economy back to AA just to note no one else in my family and friends who use state had this huge increase when there policy’s renewed recently for the economy 🤣🤣🤣🤣🤣

bad customer care, no patience,phone hangups,
please be kind with patience when the client struggling with communication or English is 2nd language

Increased policy and unhelpful service. After a year with these guys they increased my policy by $400! Called to ask for explanation and didn’t get one worthwhile so cancelled and moved elsewhere. Also had my car broken into during policy and they were very unhelpful and wouldn’t pay out as the thief(s) had smashed my window and I didn’t have window excess (turns out this isn’t just for cracks but it also to cover robbery…). They quoted a larger sum then a local panel beater so I went there and didn’t claim on insurance. Obviously this didn’t help me when it came around to my second year policy… don’t waste your time with them, go to a trusted insurer.

I am surprised to see and hear from the State Insurance that they use second hand parts for repairs whoever submits the claims.

It was unfortunate that I have to submit the claim first time ever in New Zealand in 16 years and the response from the State Insurance was unprofessional and delay in getting the claim resolved are the key factors which made to move away from them.

I just got off the phone with State's customer servuce representative Dane H. he was absolutely amazing to speak with. So helpful and really kind.

These people are so incompetent. Email tag is what they are good at. Insurance sky high. New policy was 50% higher than other in the market. Trying to get policy refund has been by stupid responses from email tag. Special mention Natalie and Jeza. You need to train your people better.

The previous reviews say it all, I was a 11 year dedicated member only to be let down by a small crash claim. I was given the option to decline my claim before getting blacklisted. Please read reviews on your insurance as this cost me a lot of money.

Terrible service by state and agent name-mini

Can’t find the address right
Can’t find the answer to a simple query
Charging extra $30 without any reason
Contacted the senior supervisor but still the same , started investigating on car insurance
Asking me to wait a day so they can start renewal policy
Thank you

The worst customer (can't even call it experience) I have ever received/could ever fathom! After the fifth attempt to have an issue resolved, the last straw was being put on hold for 40 minutes - only to be cut off at 6pm on the dot when the call centre closes. If you don't know the answer or cannot help me don't put me on hold, please just tell me you cannot assist. Also very dubious that there is a 'technical team' that even exists that you keep referring to when you put me on hold all five times I have called to try resolve this issue! DO NOT CHOOSE STATE AS YOUR INSURANCE SUPPLIER! THE ABSOLUTE WORST!!!!

Poor call centre service- after reading all the one star reviews I will not be renewing my car insurance with them. Have only used them for a year but was frustrating to get anything changed or done with the policy including renewing it/ changing excess and insured amount. Will definitely look elsewhere. I was basically accused of being too poor to as I chose pay higher excess or because I lowered the insured amount to help keep the premium low.
There’s no communication between call centre and people who make the decisions for policies and I had to keep calling back and each time the quote increased. I was also insured for less but the premium was $300 more than the previous year!! I get that the floods would’ve had the insurance companies in turmoil but I didn’t claim as I wasn’t affected but I’m obviously paying off someone else’s claims with the increased premiums!

3 months and no response yet sent them all the paperwork they needed and pay them evrey week and no help just ridiculous. a tip done use State.
id give it a 0 if i could

Terrible claims experience. Accepted a claim, told them we'd like cash settlement. 20 days with zero response on email, and now over 1:45mins on hold to talk to someone (and counting). Also, you don't need to remind me literally every 30seconds that all your consultants are currently busy. After the 210th time it gets a little annoying.

Will be cancelling all my policies, as I can get cheaper cover elsewhere.

State Insurance is s*it hole company to have any sort of dealing with. It has taken over seven months from a claim to reach a resolution...and still waiting with no end in sight! It is impossible to establish a contact without waiting up to two hours on a phone waiting to talk to someone who is super helpful, and then ignores you totally. And that's assuming you don't get passed on and cut-off in the process, to wait another hour or so on the phone to start again. Avoid this company like the plague, you might as well use prayer to protect you. It's more likely to be of use!

The worst phone service I've ever seen. A thousand options, press 1 press 2 bla bla bla and still have to wait 15, 20 or 30 minutes to speak to someone. Ridiculous!!! I will look for another company that respects those who consume their product.

After a burglary you shouldn't be waiting 6 weeks to hear anything. I phoned multiple times finally started to get somewhere but omg wanted to replace with smaller and cheaper everything. Different story though when banking system changed in NZ and premium wasn't taken they didn't muck around then sent letter via snail mail but were quick to take the money fast. When people are in a crisis moment they need to feel valued and important at that time and sorry state u guys don't cut it. Workers seem slow and not really all together there 😕

Internal communications and responses to emails are exceptionally poor and it appear that the left hand has no idea what the right hand is doing
I lodged a claim and gave specific instructions of how to communicate, send several internal messages via their site, and nothing seemed to get through.
The insuance assessor was told to communicate via email and it took over two weeks for him to do that.
Instead he kept ringing and was told not to do that.
The claim was refused today after a month of communications being ignored and his excuse was that it was fair wear and tear, yet two other builders stated otherwise
All-in- all my advice would be to shop elesewhere

Not issuing my claim for 9 months since the flood this year. I cannot find the way to sort the problem. Every time I called them, they are just doggy. Can only see my place damaged everyday. The structure may also be affected if no further action taken,

Both my car renewal policies were massively overpriced and speaking with a manager at State eventually, he confirmed that one policy was overcharged by some $320 and the other by just under $300. That is just one household; how many others are affected and perhaps don't realise it? Switched to Tower as State were quite frankly dishonest. The manager promised me a follow up formal letter but that has never turned up.