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Katie W.Metropolitan Adelaide, SA
SGIC is not the company it used to be
We have been customers with SGIC for over ten years with multiple policies. We have recently put in a claim due to dampness entering our house from the edge of our slab. SGIC had a representative come into our home and assess it who promised us that the carpets are deemed non restorable and will be replaced. They cut out half of our homes carpets. Since then SGIC have refused to cover us for any damages, they claim the slab edge dampness issue is due to the builders error (from their building inspection report) and that the carpets will no long...Read more
er be replaced. Since this time I have rung multiple times asking for a copy of the building inspection report and of an apparent document we signed that said we agree to the carpets being removed and not being replaced. Both my husband and I have not signed any such documentation. After a week of asking for these documents I am still yet to see them. How can a company come in and remove half our homes carpets and then say they will no longer replace them. We are walking around on half concrete half cut up carpet. The customer service representatives do not speak very good english making it harder to communicate and they certainly are not sending the documentation that apparently supports their case. This has been going on for weeks now and as long term customers we are devastated for the lack of support. I will be moving every single policy away from this company and will be seeking legal advice.
1 comment
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Robadelaide sa
- 8 reviews
Further to
I have been trying since 1/1/2020 to get some reaction from this Co.. I spent about three hours the other day, got passed around to about six people I couldn’t understand,, the have not replied to at least five emails, are not in the least interested in any evidence.. meantime the room that the ceiling collapsed in is a health hazard because of dust,, they could not care less.
Anyone considering buying shares in this Co. should read the reviews first..
A nightmare to TRY and contact, a wide berth is my advice..
7 comments
Care TeamSGIC Insurance
Hi Rob, Regrettably there have been long queues on the phone and chat lines due to us receiving more than 25,000 claims around the bush fires and storms that is currently devastating the country. I do... Read more
apologise that you haven't been able to get hold of us. Can you please send us a PM on Facebook so we can escalate this further and let us know you're from Product Review -http://go.sgic.com.au/2sFIbcN. ~Natalie
Thanks for the response, after five unanswered emails asking for details regarding the progress and reaction to my request to look at photographic evidence of adhesive failure, your response is a tad ... Read more
too little. We have had no help whatsoever from SGIC in the matter. Not a good look SGIC!.. Long time clients as we are deserve better treatment and respect. Rob.Care TeamSGIC Insurance
Rob, can you message us as requested above with your claim number please and we can arrange a callback from claims for you, thanks. ~Kaz
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calais
- 10 reviews
Sorry has no meaning, it become just a word!!!!
Been with them about 10 years, had to make a claim, when sgic asked me who they should speak to regarding a current claim. I advised them to contact myself "the policy holder" I was advised that a supplier will contact me within 24hrs. After a few days I had not heard from the supplier so I decided to call them. The supplier told me that sgic gave them my former partners details for contacting. Sgic neglected that I am the policy holder and that we discussed who to call. They are a joke. And this is just the tip of it. No Stars!!!!! Now to do...Read more
uble check that I requested my former partner to be removed. Seem to muck people around with smaller claims hoping people haven't suffered enough and give in because it's too hard. I have spent hours on hold waiting to speak to a claims office and today I spent 90mins waiting only to be told that they are too busy and won't be able to talk to me. Unbelievable considering I was try to fix their fkup. Well sgic, you can bash it where the sun don't shine. How many more times do I want to listen to a voice script or sales person say sorry! The one and probably only thing your good for! Saying sorry!!!!!!
3 comments
It's now 815am the next morning and I have been placed on hold since 8am. I have screen capture running so I can hand over my complaint to afca and I strongly advise any one else that is having issue... Read more
s also lodge a formal complaint with afca. Also after i lodged an online complaint with sgic I did receive a call back, it was someone that claimed the could help me, all they tried to do was sell me more insurance. Pathetic is an understatement!!!!Care TeamSGIC Insurance
Hi Calais, it is very concerning to hear we have contacted the wrong person about your claim as well as a call regarding your complaint involved a sale attempt. I would like to follow all the points u... Read more
p you have raised. Can you please use this link https://go.sgic.com.au/2m59ChY to Private Message us your claim details and as much detail as possible as to what has happened. ~ JonoSeriously had enough trying to deal with sgic. As soon as I compile myself I calling afca back to finalise my complaint and then im obtaining quotes from other insurers and cancelling my polices. Sgi... Read more
c need to be investigated and I think some of my evidence will be another nail in their coffin.Similar opinion? Write a review on ieatwords.com.au!
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Unbelievably bad
The most hopeless people I have ever dealt with. They do not have a clue how to handle a claim. So many mistakes and they don't understand the basics of what needs to be done. I was shocked how bad they are since this is the first time I have made a claim.
1 comment
Care TeamSGIC Insurance
Hi David, it is disappointing we aren't living up to expectation with your claim. I would like to find out more information about what has happened and help find a resolution for you. Please use this ... Read more
link https://go.sgic.com.au/2m59ChY and PM us your claim details and let us know you have come from Product Review. ~ JonoSimilar opinion? Write a review on ieatwords.com.au!
Not fast to settle claims.. still waiting
Provided the required documentation requested for accidental damage to A laptop... have rung numerous times over the last 3 weeks... to be told I'm sorry... the last person didn't get the payment approved.. but I will do that now and the money will be in your bank account 5-7days. The last 3 people I have spoken to have given me the same spill... least one admitted that the person I spoke to the time before didn't do what they said they would do.. my patience is wearing very thin now. I just want this claim finalised!
1 comment
Care TeamSGIC Insurance
Hi Mel, thank you fpr providing your feedback of your current claims experience. It's not the level we aim to provide and I would like to make sure that this claim is finalised for you. Can you please... Read more
use this link https://go.sgic.com.au/2m59ChY to message us your claim details so we can have someone follow this up for you? ~ JonoSimilar opinion? Write a review on ieatwords.com.au!
Lyn MAdelaide
- 5 reviews
Don’t use SGIC I would give minus stars if possible (L.AM)
Customer for 27 years previously 2 minor from 6 policies I had to go to ombudsman as my claim was refused by SGIC for damage to my home in dec2016 from a storm. the engineer SGIC sent tried to say no water entered the sub floor. A moisture reading of the subfloor some 6 months later was too high to get an accurate reading. the machine didn’t show a moisture reading as high as the sub floor was, The ombudsman agreed I have a legitimate claim. Sgic agreed to fix the damage but I am still waiting nearing 3 years later (dec2016 now Oct2019)for e...Read more
xtensive damage to be repaired.( over 100k)I urge you not to use SGIC) so you don’t suffer like I have. Damage is increasing I am finding new damage all the time. My health has declined as a result of the stress. I was forced into early retirement as a result of the stress it has caused. I required 36 medical visits ie GP, various specialists and tests to get blood pressure under control. Sgic are doing all they can to get out of proceeding with repairs. I am left waiting months at a time with no contact. Beware of who you use as an advocate as I was hugely disadvantaged by who I used. The guy I chose expected me to take29k plus GST when I was told by an engineer and builder it is over a 100k job. I complained that engineers were giving inaccurate details eg floor boards were unable to be sanded as not enough timber is left to sand according to person laying floor the boards I told the engineer this he still wrote in scope of work to sand floors. I Complained I wanted a different engineer report that was complete but of course they stuck with guy recommended by the advocate I chose. I have written as well as told SGIC and numerous people that have come to assess things at my house that the roof of the pagola was completely lifted ie all nails removed by wind but still no one has actually acknowledged or looked at that part of the pagoda. I went to my local M P to try for some resolution he wrote to CEO of SGIC who didn’t give the courtesy of a reply. If I go back to the ombudsmen I have to start the case all over again it is a joke. SGIC keep changing the person handling my case. I liked one only as she seemed to actually listen to me so they moved her on from my case. I have a folder containing 35 sections of reports and correspondence. I strongly urge you to have nothing to do with SGIC if you expect to have coverage for what you pay for. In my opinion The insurance industry needs an overhaul and royal commission. The number of people who tell me I am not the only one experiencing problems with insurance is a true indication and sad reflection of how poorly a lot of insurance companies treat their clients.3 comments
Care TeamSGIC Insurance
Hi Lyn, than you for bringing your claim to our attention here. It certainly does not sound like the claims experience we aim to provide. If you would like, I can follow your claim up for you and have... Read more
someone contact you to see if we can help any way we can. Please click this link to our Facebook page https://go.sgic.com.au/2m59ChY and provide your policy or claim number and let us know you have come from Product Review. ~ JonoYou have access to policy number here so what is the need to go to your face book page. The runaround as usual.
Care TeamSGIC Insurance
Hey Lyn. We do not want and would not expect you to have to publish personal details such a claim number or contact number on public review site, which is why we request you to send us a private messa... Read more
ge on Facebook. It is to keep your personal information secure. Regards LizzySimilar opinion? Write a review on ieatwords.com.au!
SJWSouth Australia
- Verified customer
Excellent and Fast Service
Did a lot of shopping for Home Insurance. I was already with SGIC for auto insurance and recently purchased a new car. The changeover was super easy and it was actually a reduction in cost. He offered home insurance. i didn't take it on the spot. I wanted to do my research. I found the price to be very good compared to others, and although I haven't had to make a claim, the service is fantastic. Just took care of a mistake I made online and the guy on SGIC webchat came up straight away, without having to wait at all, and fixed my error in no time. Happy so far!
1 comment
Care TeamSGIC Insurance
Hi SJW, Thanks for the positive review! Glad to hear you found our premiums competitive and I hope we continue to provide great service. ~Natalie
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Terrible to not insure with SGIC!
We have been with SGIC for 29 years but as soon as we settle a car insurance claim we will be moving all 6 of our insurances. A car reversed into my car at a petrol station so not my fault and from the very beginning we have received wrong information, wrong directives, unhelpful assistants, been told the money would be in our account then its not and delays after delays. Very dissatisfied and quite stressful. Overseas call centres that have a script and do not deter from that. Would not recommend to anyone!!!
1 comment
Care TeamSGIC Insurance
Hi A Pappas, thanks for the review & thanks for bringing this to our attention. Claim times are difficult and we do understand that. It's disappointing to hear that we've let you down and or communica... Read more
tion hasn't been the best. We appreciate your 29 years of loyalty and would be sad to see you go. If you'd like us to escalate it for you - can you please PM us your claim details through Facebook and let us know you're from Product Review. https://www.facebook.com/sgicinsurance/. ~NatalieSimilar opinion? Write a review on ieatwords.com.au!
Donna PAdelaide
- 2 reviews
- Verified customer
Mixed experience after a break in
I'll start with the good! House got broken into on the Thursday, house made safe with great repairs on the Friday.
The items that were stolen were all replaced. It took 5 weeks and about 10 phone calls from me but the 2 items were replaced properly, so I was happy with that.
However the broken back screen door replacement has been horrible. I've had them out twice but they keep blaming a twisted frame, or the weather. The previous screen door worked perfectly for 5 years. It was a bad 'new' door, the door doesn't fit, and the actual locking mec...Read more
1 comment
Care TeamSGIC Insurance
Hi Donna, sorry to hear about your home break-in. I appreciate how frustrating these repairs have been for you. If you would like to escalate your complaint further and have someone contact you please... Read more
PM us using Facebook Messenger with this link https://www.facebook.com/sgicinsurance/. Let us know you have come from Product Manager and provide your policy/claim number, DOB, address and contact details and we will have someone contact you to try and help. ~ JonoSimilar opinion? Write a review on ieatwords.com.au!
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Mario D.Metropolitan Adelaide, SA
- 2 reviews
Taken for granted
Joined them 5 or 6 years ago as i wanted to support local, no claims and no issues. 6 weeks ago i contacted them (as i sold the property they were insuring and bought another ) to simply change the insurance from 1 property to another and thats when all the trouble started. When i contacted them they seemed helpful and thanked me for being a loyal customer and for having additional policies etc. When the monthly amount fell due they failed to deduct the amount from my bank account (same account as before) and then sent me an email TELLING ME th...Read more
at i failed to pay my account so being worried my home and contents weren't covered i quickly rang to sort it all out .... and i was told that they would deduct the amount in the next 24-48 hours. The time passed and they didn't deduct the money, they then sent me an email telling me they were now canceling my 2 policys. At this point after all these years being a loyal customer i decided to go elsewhere as i thought if they cant even take the money out of my account whats it going to be like dealing with them if i ever have to make a claim!! So bye bye sgic and ill now be looking to change my car insurance to another company as well. I sent them correspondence under there complaints section, i received an immediate email telling me they would contact me ASAP...... im still waiting... haha1 comment
Care TeamSGIC Insurance
Hi Mario, I am sad to hear after so many years you have decided to change companies. If you would like me to look into the direct debit issues please please PM us with your policy/claim details to our... Read more
Facebook page via messenger: https://www.facebook.com/sgicinsurance/. Just let us know you're from Product Review and include your name, DOB, address and contact details. ~ JonoSimilar opinion? Write a review on ieatwords.com.au!
JasonMetropolitan Adelaide, SA
- 2 reviews
They are happy to accept your yearly payments but will avoid paying out when the time comes
I have several policies with SGIC and we have had two rental issues where a hot water pipe broke under ground damaging the Linen press cabinet with steam damaging the cabinet etc. When they came to fix it they fixed the Cabinet and need to cut the cornise away to get the cabinet in. You would think they would fix it, well the carpenter turned around and blamed the damage of the cornise on the tile roof. i complained yet nothings been done to fix it 5 years on.
1 comment
Care TeamSGIC Insurance
Jason, 5 years is quite a long time to let us know you were unhappy with your claim back then. You were well within your rights to lodge a complaint if you were not happy with the decision and you sho... Read more
uld have received an outcome to your complaint. Please send is a PM via our Facebook page if we can check into this for you. ~KazSimilar opinion? Write a review on ieatwords.com.au!
Terrible
Would not recommend SGIC to anyone. Have been with them for years. Very difficult to communicate with. Have changed our insurance to an Australian Company not a company based in SOUTH AFRICA. Staff were rude and had no idea what the were talking about. Don't insure with them. Doesn't even deserve 1 star
1 comment
Care TeamSGIC Insurance
Hi Heather, we are based in Australia but do use some off shore call centres. Sorry to hear that you have not had the same experience that you should have. All staff have the same training so the ex... Read more
perience is aligned. Thanks for taking the time to review our product ~RenaeSimilar opinion? Write a review on ieatwords.com.au!
Peteadalelaide
Tried to get out of paying.
Been with SGIC for 16 years. Never missed a payment or was late paying. Always thought they would do the right thing, especially with long standing, loyal customers. When it came time to pay for the damages, they wriggled and twisted and ended up paying a fraction of the losses. Very disappointing when they were quick to take the premiums but reluctant to give the required services. And had a few rude people on the phone.
1 comment
Care TeamSGIC Insurance
Hi Pete, thank you so much for taking the time to review and give your honest feedback. We are sorry that you have been left feeling like this after your claim. A claim should be pain-free and cover... Read more
you for your entitlements. If you would like the Social Team to follow up on this matter for you, please feel free to PM us your details. Regards ~RenaeSimilar opinion? Write a review on ieatwords.com.au!
Not worth the paper it is written on
After over 40 years of insurance I have never encountered anything like this foreign company. Not sure if deliberately obtuse or simply give the run around so that you give up. Congrats I gave up and I'm not easily dissuaded but life's too short and it was a small claim so I cancelled. Imagine if it was a significant claim you wouldn't stand a chance. Look elsewhere preferably Australian owned. Also, I believe their assessors are rorting the system.
1 comment
Care TeamSGIC Insurance
Hi Anna, thanks for sharing your thoughts. We are an Australian company and we are sorry to hear you feel the service you received was not up to your expectations. Our global partners receive the same... Read more
onboarding as all our staff and are trained in our work methods and accredited to handle customers. If we can help you escalate your concerns to the claims manager please PM this page or our Facebook page and we would be happy to help. ~KazSimilar opinion? Write a review on ieatwords.com.au!
pidge351AU
- 7 reviews
Long term Customer of 20+ yrs but feeling disappointed
I have been a long term customer for 20+ years, with only one claim made, so what is more important than value for money was their customer service and ability to accommodate my needs, my policy was easy to set up and over the years i have updated it with no problems, but unfortunately recently when i contacted SGIC to place a claim i did not receive the customer service i had previously had, i found i was having to call to see how my claim was progressing the service consultant was very hard to understand and seemed not to really understand the problem when the assessor attended my property a carpenter was sent not an electrician very frustrating! and to top it off i'm still in limbo. Currently looking for a new provider.
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Lodging and progressing a claim via their Offshore Call centre is Not Good
Whilst the actual Home Policy is reasonably good value and dealing with the Australian based staff and their Assessors is good, getting you claim underway and progressing it with any further information or any ongoing questions is really difficult.
This was also witnessed first hand when visiting the SGIC 'Shopfront' in Adelaide South Australia recently. Their own staff were re-routed to South Africa and put on hold for ages whilst trying to provide me with face to face customer service. They too appeared really frustrated.
Whatever happened to good local customer service?
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abcMetropolitan Adelaide, SA
- 2 reviews
do not use this company
rude dismissive and unhelpful staff obviously trained to make claiming extremely difficult.
do not use this company as they will prove to be unreliable and difficult to deal with .I have been a customer for 14 years and will be taking my business elsewhere
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Shocking customer service
Tried to change policy & address online and requested a call back - automated response and sent another certificate with no changes. Call centre doesn't answer after holding for 20mins. Cannot cancel policy online in self-help. Call centre using "cheap labour" in Umhlanga, Durban, who quote according to a set of tables!! Utterly useless!! I cannot imagine what making a claim must be like??
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Claim for a stolen bicycle knocked backed
I've been a customer for 22 years with 7 policies I've just had my bike stolen and have been told that my claim is not valid so i will be taking my business elsewhere very upset ex customer lift your game sgic.
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theresefsydney
- 2 reviews
Poor Claim Experience- Property left unsafe
Everything goes well until you need to make a claim, advised property would be made safe as soon as possible, no action for 24 hrs, complete lack of communication. Staff unfriendly.
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Questions & Answers
Eaglejoasked
After reading reviews, disappointing
1 answer
Care TeamSGIC Insurance
Hi Eaglejo, we acknowledge we don't always get things right first go and immediately but we are always trying to improve and right any wrongs we can. Unfortunately on review websites like this you are more likely to hear the negative stories rather then the positive. Have you been a customer with us before? ~ Jono
Dianna F.asked
Do you get a concession in your insurance cover if you have a pension card.
1 answer
Care TeamSGIC Insurance
Hi Dianna F, there is no discount for pension cards, but the premium would be set based on the risk factors of the policy ie. age, surbub etc - feel free to give us a call on 133 233 and we can look into your premium for you ~Renae
Ursula C.asked
What is the minimum amount for insuring home contents
1 answer
Care TeamSGIC Insurance
Hi Ursula C, we would need to do a quotation using your individual information regarding who resides at the property and the size of the property etc. You can give us a call on 133 233 or quote online using this link https://www.insuranceonline.nrma.com.au/oss/GTConnect/UnifiedAcceptor/Portal.Quote/RW1466560601424?product=Home_Contents&brandId=sgic.
Please let us know if there is anything else we can assist with ~Renae
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Care TeamSGIC Insurance
Hi Katie, thank you for reviewing our insurance product. We are very sorry that you have been left feeling like this. I understand that claims are inundated due to recent weather events and we have ... Read more
extra staff helping out. Claims are working around the clock to ensure our customers are safe and looked after. Apologies for the delays and I hope that your claim is finalised soon ~Renae