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Financial Peace of mind
I've been a Rest member for about 20yrs, just over a year ago I needed to make a claim for IP, I sent in all of the relevant paper work and 8 weeks later I started to receive my monthly payments, this included being back paid from the date of my injury (which the lump sum helped so much). Back in May this year, I made a claim for my TPD, 4 months later, my standard TPD claim was approved and released, however I am still waiting on my Premium TPD to be approved, I do believe it is a little odd, considering the standard TPD was approved nearly 3 ...Read more
months ago. I contacted Rest and AIA in regards to this a few days ago and was advised that I will have an answer within a week, which is fine, however I am curious to know why they aren't processed together, considering it's the same requirements needed. Over the past year, whenever I've needed to talk to someone about my claim, I have found it unusual that the person on the other end always needs to ask their supervisor the answer to my question, it comes across that the only training that they have had, is how to ask how to verify my identity. From a customers point of view, it does become frustrating. But I would like to mention, each and every time I have called, the person on the other end has always been polite, empathetic and have always done their best to get the answers to my questions. The negative about the claims process, is the lack of updates to the claim, it would be great to receive a letter or email even just to update you that your claim has gone to the next process. But overall, even know it is a lengthy process and wait with making a claim, my overall experience with Rest and AIA, has been ok, I have read many reviews with people being angry, upset and unsatisfied with the service received from Rest, however I found the process of my claims straight forward, I understand that there are lengthy procedures and processes the claims need to go through for approval, but I am glad I took out extra cover with my IP and TPD through Rest as it has taken so much financial pressure away and given me peace of mind that I am able to continue to provide for my family after I can no longer work after my injury.
1 comment
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Warren WSydney, NSW
- 2 reviews
False Advertising in regard to Medical Illness support
Once you pass through the REST shopfront and hit their Insurance company, their is no respect or understanding, ( nothing as stated by REST ) They are driven to with hold every dollar they can, bombard you with new rules and paperwork, hold up payments for no justified reason, most frustrating and soul destroying, this involves a Mental Illness case, however what you get is Mental Torture
A constant battle, zero for satisfaction, have been with REST for several years and can understand and agree
with the comments posted, customer service ?
4 comments
JessieRest Superannuation
Hi Warren,
I am very sorry to hear of your poor experience with Rest.... Read more
It is disappointing to hear that someone has been treated this way. I would like the chance to look into this for you Warren, I have sent you a PM so we can discuss this further. Thanks, JessieJessie, nice reply but your attention is no where in sight, you may also like to check my email to Amanda Stevens Complaints Co-ordinator, 21/12/19 re; the latest SHAMBLES, Triple the Tax removed from the payment for NO reason
Lauren C.Rest Superannuation
Hello Warren,
We're sorry to learn this is still an ongoing issue for you.... Read more
We would like the opportunity to investigate this further, including reviewing your email sent on the 21 December 2022 however, we do require some details from you to be able to locate your account in our records. We did send you a direct message on the 10 December 2022 and will send a further message today. Thanks, LaurenSimilar opinion? Write a review on ieatwords.com.au!
Appalling customer service
My previous employer doesn't give a choice of funds so I thought I could just roll the once off contribution into my every day super fund.
49% of the $190.59 contribution was taken within 3 days of hitting Rest's account for 'insurance and fees'. After months of back and forth emailing or not hearing anything and having to follow it up again, I thought it was finally over when they offered to refund the insurance fee.. that was until I realised they had refunded my insurance less 16% of it.
I guess if you exhaust everyone's patience they will give up and let you keep their money. What a saga! Avoid having any money with Rest if you actually want funds left to retire with.
1 comment
Joshua C.Rest Superannuation
Hi Ashleigh,
I'm shocked to hear you have received such poor service when trying to transfer your funds. ... Read more
We're currently required to provide new accounts with a default level of insurance cover when first joining Rest. However, it should not have taken months to have this resolved for you. I have sent you a private message to get some of your personal contact information, as I would like to look into this for you. Thanks, JoshuaSimilar opinion? Write a review on ieatwords.com.au!
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jaredphat32Metropolitan Adelaide, SA
- 2 reviews
Customer service very appalling worst customer service I've experience..
Needing information about my employer contribution, so fast to say I'll put it all in a email, so fast to make me get off the phone.. haven't received a email information needed, rang back, person I was speaking to was so quick to finish of my sentence, the information needed i was told calculate it all myself, This customer service is a joke I'll be looking else where to invest my money for sure if these people don't have the time to give you the info I needed and don't have the time help .. this is your job do it properly .. plain rude
1 comment
JessieRest Superannuation
Hi jaredphat32,
I am very sorry to hear of the poor customer service you experienced when contacting us recently.... Read more
I have sent you a PM so that we can discuss this further. Thanks, JessieSimilar opinion? Write a review on ieatwords.com.au!
AnnetteMid North Coast, NSW
look elsewhere
After being diagnosed with stage 4 melanoma lung cancer and unable to work I thought I would at least be entitled to claim my meagre super fund. Maybe not? It's been 6 months now and I'm still being given the run around. I've provided every piece of documentation they have requested yet still get told they are processing it. I was even given a case manager who said it was straight forward but still no progress. Maybe they are hoping I'll pass away before i claim what is rightfully mine!
1 comment
JessieRest Superannuation
Hi Annette,
I am so sorry to hear you have been having such a difficult time with us trying to make a claim.... Read more
I would like the opportunity to follow this up for you so that we can find a resolution. I will send you a private message so we can discuss this further. Thanks, JessieSimilar opinion? Write a review on ieatwords.com.au!
AngeMurray Region, NSW
Please don't do it
I have been with Rest super for almost 15 years.. Never really had much of a reason to contact them.. But that all changed with the other idiot super company i was with.. North Super decided that I should rollover my Rest super to their account.. They sent the appropiate paperwork to me - which I declined and said no way - Rest super was to stay as this is set up for my life insurances etc.
The following day I received a text message from Rest super saying they were sorry to see me leave - and that my rollover was complete.
I then contacted Nor...Read more
1 comment
Alysha B.Rest Superannuation
Hi Ange,
I'm sorry to hear of the experience you have had and know that it must have been quite stressful for you.
... Read more
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Ben M.Sydney, NSW
"Eroded by fees"
Tried to log into my super account only to find it had been closed due to no funds because Rest had taken all the money out as fees ...
How can they charge 'fees' that completely eradicate my account and expect that to be fair. Their website claims that they are one of the lowest fee funds however they have no interest in retaining members, only taking your money as 'fees' for themselves
1 comment
Joshua C.Rest Superannuation
Hi Ben,
Thank you for leaving a review. I am sorry to hear that your experience with Rest has been so negative. ... Read more
We do aim to keep our fees as low as possible. Currently our administration fee is $1.30 per week, plus 0.1% of your account balance per annum. I would love a chance to look into your situation and possibly help confirm why this has occurred for you. I have sent you a private message asking for some additional details so I can look into this further for you. Thanks, JoshuaSimilar opinion? Write a review on ieatwords.com.au!
KaySouth East Queensland, QLD
- 11 reviews
Don't be in a hurry to get YOUR money
I have given one star just to allow me to do a review. I have tried for over a month to clear my Super from REST. After filling out signing and sending the appropriate forms it has taken three phone calls to at least be acknowledged that my money will be put into my bank account tomorrow. (We will see) This has just been the worst process I have gone through with any Company ever and I am in my 60's. For anyone interested in using REST all I can say is DON'T. I have been with this Super a long time and now at pension age I am glad to be leaving them
2 comments
JacquiRest Superannuation
Hi Kay,
Thank you for your feedback. I am very sorry that you have had a poor experience with the withdrawal process.
From what I have read it looks like your funds may come through tomorrow. If they... Read more
Hi Nate, firstly thanks for the response but I feel it's not for me alone and for the sake of review seekers. I also duly note you said MAY COME THROUGH TOMORROW
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AntinoSydney, NSW
- 8 reviews
show me the money !!!!,sorry why wont you take my money
Amazing, one week on the phone and no one will take my super transfer from another fund, BECAUSE i have to do it on the computer, i would like meet someone or go to an office, i like FACE 2 FACE when dealing with 45 years of super money, the old way you know, i want to be happy with the representative before i sign, i`m not going to swipe right or left and the call centres are so so frustrating they go, round and round in circles they seem to have been educated in a way to make it difficult so appointments can not be made by a prospective customer or customers, its all on the web site, click blindly and hope it goes well
4 comments
JacquiRest Superannuation
Hi Antino,
Thanks for contacting us, I'm sorry but at this time we do not have the option for a Face to Face registrations.... Read more
You do have the option of contacting our Rest Advise team who will be able to answer any specific questions you may have. You are also able to do a comparison of Rest to other Super Funds on our website. Please click this link: https://applecheck.chantwest.com.au/welcome?ProductCode=AC3Sup&ClientCode=RESTSup&Mode=FundWebsite&Launch=1f4e6865-b39c-4bea-a597-4eaad38fbaa3 If you have any further questions or require any further information please contact us via Live Chat on our website or 1300 300 778, Monday - Friday 8am - 10pm, Saturday 9am-6pm, Sunday 10am-6pm. Thanks, Nate.goes to show, they miss the point with this answer regarding a face to face experience, not only i but 30 others tried to join but were not able to gain this form of communication before joining, b... Read more
ut horay, C BUS do offer face to face before you try meetings ...at your office or home, so this little 60 something year old and his piglett members will trot to this fund even though they only have 46 billion in fund reserves, seems we got on to the right person that understood business,, the old wayJacquiRest Superannuation
Hi Antino,
I would like to look further into this for you. Can You please provide me your Name and Member Number.
... Read more
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Metal M.South East Queensland, QLD
Would avoid them and go to a better super
The customer service was the worst i have ever dealt with, their online team have no clue what is going on, and there terms change depending on who is servicing you. fees a bit high and interest gain is not that good. avoid them and find a better super
1 comment
Joshua C.Rest Superannuation
Hi Metal,
I'm sorry to hear you have had such a poor experience with Rest. ... Read more
While our products, terms and conditions do occasionally change, we try to ensure members are made aware of these changes. Our most up to date details can always be found in our product disclosure statement here: https://rest.com.au/pds If you have any further questions or concerns I would love a chance to answer those for you. Thanks, JoshuaSimilar opinion? Write a review on ieatwords.com.au!
LukeAustralia
- 17 reviews
High Fees
Was with Rest for quite some time, was happy to begin with but noticed my balance was never going up, was only going down even with contributions from my employer being deposited. Rest had been deducting a ton of fees out of my balance leaving me with anything barely remaining. Really would not recommend Rest, I called them to discuss this and they said the fees are the fees and nothing can be done. I then transferred my balance out to another Super company - so far so good with the new company.
1 comment
Joshua C.Rest Superannuation
Hello Luke,
Thank you for your review, I do appologise that you have had this poor experience with Rest. ... Read more
We do try to ensure our fees are kept as low as possible and with the new legislation changes from the 1st July 2022, it will further help to protect low balance accounts, as there will be a cap on the amount of administration fees, investment fees and certain costs for account balances below $6,000. I can certaintly understand your frustration however when you are not seeing your balance increase. I know you mentioned speaking with us already, however if you still have any questions or concerns. We would be happy to get in contact with you to discuss your account enquiries further. Thanks, JoshuaSimilar opinion? Write a review on ieatwords.com.au!
Maddie t
- 5 reviews
Gave another person access to my account
They gave someone with the same name as me access to my account and changed my details to theres. Took hours to rectify your mistake. You would think there would be better security. But this is a complete breach of data
1 comment
JessieRest Superannuation
Hello Maddie,
Thank you for contacting us regarding the issue you have had with your account.... Read more
We are very concerned to hear that this has happened and would like to investigate this further for you. We have sent you a DM requesting further details. Thanks, TanyaSimilar opinion? Write a review on ieatwords.com.au!
Shockingly Poor Service
I have been with Rest for many years. This year I moved from Rest Super to Rest Pension. The amount of times I had to wait over an hour to speak to a staff member was ridiculous. Every time I spoke to a staff member I received different answers. As a result of the change to Pension my membership number changed and I could not access my old account number for information on fees, tax etc. I asked for this information but was told this was not available. I was at my wits end and extremely angry with Rest. I have now gone to the Financial Ombudsman to try and resolve this. I would NOT RECOMMEND Rest based on the pathetically poor customer service I received.
1 comment
Joshua C.Rest Superannuation
Hi,
I'm so sorry to hear that you've had such a poor experience once switching to a Rest Pension. You have my sincere apologies as this is not the kind of experience we want any member to have. ... Read more
I would like to look into this further for you and attempt to get that information for you. I have sent you a direct message to get your personal details so I can look into this further for you. Thanks, JoshuaSimilar opinion? Write a review on ieatwords.com.au!
FrustrationplusMetropolitan Adelaide, SA
Bad performance bad service
Rest cannot email their admin staff on a saturday to transfer to a better performing fund on monday. Dont have the tech? Hmmmph not that hard, now make us talk to you muppets again next week. Poor fund performance poor customer service
1 comment
Alysha B.Rest Superannuation
Hi,
I'm sorry to hear of the experience you have had with us.... Read more
I would like to look into this for you and help in any way we can. I have sent you a private message so we can discuss further. Thanks, Alysha.Similar opinion? Write a review on ieatwords.com.au!
Perhaps severely understaffed and taught to lie??
I've been waiting for 6 months for Income protection, which I've had to constantly follow up to be told each step they need a new form, Delay delay delay. And just when I think I've provided everything they come up with another obscure one that isn't even in the timeframe of my illness?? I've been told they haven't received emails, yet in the next call, they have admitted they have that paperwork which they said they didn't receive? I've never had this sort of misrepresenting and misleading experience from any business in my whole lifetime.
And I can't imagine the decline of mental health of anybody going through this crappy process, and then the claim isn't approved ...shame on you guys.
1 comment
JessieRest Superannuation
Hi Shae,
I am really sorry to hear you have had such a poor experience whilst trying to make a claim for Income Protection.... Read more
I would like the opportunity to look into this further for you and to help in any way possible. I have sent you a PM so we can discuss this in more detail. Thanks, JessieSimilar opinion? Write a review on ieatwords.com.au!
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Peter S.Greater Melbourne (Metropolitan), VIC
Good Investment Returns, Appalling Service and Customer Disinterest.
I joined REST when I joined Myer in 2005. In recent years I have had a number of medical issues after pedestrian accident in 2006, Initially I was able to return to work, however in recent years I have worsened and been unable to work. I made several attempts to Return to Work, however, ultimately I I had to leave in 2018. I lodged an income protection claim. The covered amount was $2500 per month. I claimed, and REST calculated the benefit at $1193 per month. There is a clause in the policy where they can average income. As I was attempting to...Read more
return to work, the hours and income were reduced in the twelve months. These events have led to financial pressure as I was then unable to meet my financial commitments. Early this year, I enquired about access under Financial Hardship to my Superannuation account.I sent email on 7 February 2022 and received automated acknowledgement. I heard nothing so followed up with another email in March. I sent further emails and made a couple of calls. .On 10 April, they informed me that they had never received the emails. I was sent a FACT Sheet on 11 April informing me that REST did not allow early release. It took three months to get an answer. Had REST responded immediately, I could have looked at other options. as I was in mortgage arrears I was under stress. This compounded it enormously. The disrespect shown and lack of service impacted my Enjoyment and right to peace of Mind. I complained to REST and received a complaint response in October. REST did not apologise. I sought compensation which REST has refused to consider.i have referred the matter as Code of Conduct breach to the Australian Institute Of Superannuation Trustees. The matter was also referred to the Australian Financial Complaints Authority (A.F.C.A.). Rest would not even show remorse and the Complaint Response was unsigned, apart from Member Engagement Centre.I believe REST has breached its duty of Disclosure about the policy clauses. PDS and documents are provided when we join, in my case 2005. Who realistically would expect members to be aware of those clauses?As an organisation it is not transparent or accountable to its membership. It does have decent investment returns, although with anything investment related it is not necessarily an indicator of future performance. Notwithstanding, this happen two members, injury accident and illness.REST was also cross examined at the Hayne Royal Commission. Those transcripts are available online and are part of the public record.Members are not given a choice in many cases about joining as it is the mandatory fund in many employment agreements. It is also the default fund for the retail industry.Its service is appalling.Similar opinion? Write a review on ieatwords.com.au!
PeterSydney, NSW
Do not use Rest super!
Rest is a complete scam. They will happily take your money but will not provide a service. Currently in the process with lawyers. Go will anther super, it is the best thing you could do for your future. Rest & AIA will give you nothing but pain and suffering. Do not trust this company! DO NOT GO WITH REST!
2 comments
JessieRest Superannuation
Hello Peter,
Thanks for getting in touch to leave a review. ... Read more
We are sorry to hear about the issues you have experienced with your claim and would like to investigate this further for you. We have sent you a DM for more details. Thanks, TanyaDo not contact me again Tanya. The company you work for has caused my family and I so much stress. How do you work for such a dishonest organisation.
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AshQueensland
- 2 reviews
Bad customer service
Submitted claims for income protection and tpd months ago and Im still fighting to get a cent, claim has been sent to aia who have the most stall tactics Ive ever seen when I call rest Im told it has nothing to do with them .. yet they hold my money . I made a complaint about the way I was spoken to when calling aia as the operator was extremely rude when receiving back a response to my complaint rest had said pretty much nothing was done wrong and spoke about the process of the claim which had nothing to do with the reason I complained I feel...Read more
rest and aia do nothing but stall as they dont want to hand over a cent but dont mind taking your money, disgusting and wouldnt recommend them to anybody Edit: claim is now back with rest who told me I would find out the outcome today Tuesday although now being told Friday so yet another stall starting to consider talking to someone and getting some legal advice4 comments
JessieRest Superannuation
Hi Ash,
I am really sorry to hear you have had such a terrible experience with your claim.... Read more
I would love the opportunity to discuss this issue with you further, unfortunately in order to do this we will need to move on to a more secure platform. Would you mind coming through to live chat or using the click-to-call function in the app so that you can speak with us so we can follow this up for you urgently? You can chat to us online between 8am 10pm weekdays, 9am 6pm Saturday and 10am 6pm AEDT Sunday. If youd like to speak with us directly, you can call us on 1300 300 778 between 8am 10pm AEDT weekdays or you can ring through click-to-call. Please let me know if there is there is any issues contacting us or if there is an option your would prefer. Thanks, Jessie.Lauren C.Rest Superannuation
Hello Ash,
We can see you have amended your star review and provided a further update.... Read more
We're sorry to learn that your concerns are still ongoing and we would like the opportunity to follow this up for you. We've sent a direct message through to obtain some further information from you to assist with our follow-up. Thanks, LaurenI have responded to the message
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leisa masonSouth East Queensland, QLD
- 4 reviews
Really Disappointing Insurance Process
I have been with REST for 26yrs. I have started a TPD claims process almost 4 mths ago. It was recommended by a REST consultant I do, when hearing my circumstances. Never made any sort of claim prior. I have had one call in almost 4 mths from the consultant allocated to my case from AIA, their insurer. That was the initial consultation, followed up by one email shortly after the call. Ten working day follow-ups, as promised, have never happened & I've had to phone & speak to random consultants to get some idea of what's going on. It's a relativ...Read more
ely simple case. I believe my case has been sitting with the people who make a decision for many weeks now, but who would know? I was told a supervisor would call me but I got an email from the supervisor telling me this, that I'd already been told weeks before, that's all. I have experienced homelessness throughout this process & I expressed this, it's been an emotional time. The outcome of the case impacts me & I will be getting a lawyer to pursue it if need be. I was told maximum 3 mths by several consultants. As that time approached, I've been told 6 mths. People with mental illness are very fragile at times like this. My claim amount is relatively small in the scheme of things. As a deceased person, approximately 5 times this amount would be paid to my children. These big superannuation & insurance giants need to think of this when mucking about with their customers who are fragile to start with before being handled in this matter. I'm appalled, very upset. I've happily paid my premiums all of these years ..... !!! I expect some decent service (paperwork has conveniently been "lost" then "found" throughout this process too, a delaying strategy I believe). Apparently my claim was escalated a week & a half ago, when I rang, yet again making enquiries. I was to hear from my consultant by yesterday. Did I ....no ! And this review was in Rest's hands weeks ago. No follow up from them either.4 comments
Alysha B.Rest Superannuation
Hi Leisa,
I'm sorry to hear of the experience you have had in submitting an insurance claim! ... Read more
I would like the opportunity to look into this for you. I have sent you a private message to discuss further. Thanks, Alysha.Thank-you. Someone has contacted me today. They linked me with an AIA consultant, not the one handling my claim, surprise, surprise. 7wks ago I was told my claim was ready to be reviewed by the panel... Read more
who made a decision regarding outcome/I would be contacted within 10 working days. Today the consultant told me it has been in 'peer review'?....(for 7 WKS!!!?) so my consultant's peers could make sure all of his paperwork was in order to take to the 'senior panel'....???? My consultant told me he had everything/it was in order 7wks ago, so I'm bamboozled & frustrated. So apparently I will now be contacted within 10 working days regarding an outcome, but I very much doubt that will happen. I said I'd call in 10 working days. I'm sure there are a few more months ahead of me of "this". I'd like to be a fly on the wall over at AIA to watch the staff in action. I'm really not impressed, they seem incompetent. It's in the top 5 worst service I've ever had.JessieRest Superannuation
Hi Leisa,
Thanks for taking the time to get back in touch with us. ... Read more
Please let us know if you haven't heard back after the 10 days and we can once again follow this up for you. Thanks, TanyaSimilar opinion? Write a review on ieatwords.com.au!
Absolute scam.
Called over 20 times and resubmitted forms signed by Justice of piece on multiple occasions. After weeks of hassle i've come to the conclusion that i'll never see the money. This company needs to be shut down and brought to the light by law.
1 comment
Joshua C.Rest Superannuation
Hello,
I'm sorry to hear that you have had such a poor experience with us. ... Read more
I would like to look into this further for you, and have sent you a message to get some more details. Thanks, JoshuaSimilar opinion? Write a review on ieatwords.com.au!
Questions & Answers
Charmaine B.asked
Hi could I please have someone send me a direct message, having trouble accessing member access online at the moment.
Thank you
1 answer
Lauren C.Rest Superannuation
Hello Charmaine,
Thanks for reaching out to us and we're sorry to learn you're experiencing difficulty accessing your account online.
We have sent you a direct message to obtain further details.
Thanks,
Lauren
Igor M.asked
Hi, I applied for my release on the 19/04, got approved by the ATO on the 21/04. Today is the 30/04 and I HAVEN'T been contacted by REST at all, no email, no SMS and everytime I try to call, I hang up after 1:30 hours on the line. I have check my account details and it is all correct.
Total desrespect with your customers and I'm pretty sure that is going against what the government has said.
15 answers
Exact same thing happening to me
Me too! Shame on REST
Lauren C.Rest Superannuation
Hello Igor,
Thanks for taking the time to reach out to us.
We're sorry to learn you have experienced difficulty getting in touch with us via phone. As you can appreciate, we are currently experiencing high volumes across all contact channels and we are working on responding to all enquiries as quickly as possible.
We have responded to you via another thread and have also sent you a direct message.
Please do not hesitate to let us know if there is anything else we can help you with.
Thanks,
Lauren
Jessica. Masked
Hi so I applied for early release on the 20/04 got approved by the ATO on the 21/04 got the text message from the ATO and the email but haven’t heard anything from REST at all and the funds are still in my super, i just want to know if anyone else has had this problem?
15 answers
I am having this problem too, Jessica. Exactly the same with me, no contact from rest at all
It would be nice to even get a message stating they are still processing or if there is a problem they could let us know
Makealah C.Rest Superannuation
Hi Jessica and Igor,
Thank you for both sharing your experiences and reaching out to us.
I am sorry to hear that you have both not been contacted by Rest as of yet.
As a breakdown, once we have received all information, you will receive a SMS letting you know the process will be 5 business days and 1-3 business days for bank processing times.
The processing times are subject to all your details being up to date. The times can be extended if details need to be updated.
In the case that we need further details, our team will contact you to request these.
Please let me know if you both have any further questions and I will be more than happy to assist you with them.
Thanks,
Makealah
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Alysha B.Rest Superannuation
Hello Wendy,
Thanks for reaching out to us.... Read more
I'm sorry to hear that your claim has taken longer that you had hoped. I'm glad to hear that the agents you have spoken to have been pleasant in your interactions with us. I have sent you a private message to discuss your claim further. Thanks, Alysha.