Apia Avis 

APIA spend lots on advertising it great customer reps. The reality is opposite.

Small vehicle claim no fault when parked. Was told no excess would not be applicable.
Demand the next day for excess payment!
After 5 -6 hours waiting on phone systems to talk to a rep, gave up and emailed issue.
Rep called asked to bank details, nothing after 10 days, Tried again to be directed to another area who wanted the same bank details.
Another week and again emailed to be asked for same bank details yet again.
Seems APIA has no real integrated data systems as they have bank details from first application, and their reps don't have a CRM

Clearly a month later after providing same information very dissapointed in their total lack of service. Obviously Management dont care

THE INSURANCE GIANT APIA WAS GIVEN $600 TO INVESTIGATE MY CLAIM BUT FAILED TO DO DO!! UNMISTAKABLE SUBSTANTIATED EVIDENCE WAS SUBMITTED ALONG WITH A PHOTO AND AN EYEWITNESS ACCOUNT WITH AN AFFIDAVIT IDENTIFING THE NO DAMAGE TO EITHER VEHICLE HAD OCCURRED AS AGREED BY THE OWNER OF THE OTHER VEHICLE! APPROX. TWO WEEKS LATER I RECEIVED A DEMAND FOR $800 DANAGES!! THIS CLAIM WAS IDENTIFIED AS DELIBERATELY FRAUDULENT BUT APIA FAILED TO INVESTIGATE AND GAVE MY $600 TO THE OWNER OF THE OTHER VEHICLE!! PLEASE GO TO THE APIA REVIEW !! THESE INSURANCE COMPANIES MUST NOT BE ALLOWED TO RIDE ROUGH SHOD OVER ORDINARY FOLK LIKE US!! THERE IS NO OTHER WORD TO DESCRIBE THIS BUT BLATANT THEFT!!

We have our caravan insured with Apia. Yesterday we set off on our four month holiday. Just an hour from home our caravan lost a wheel.
Whilst on the side of a very busy Hume Highway near the Yass Service Centre in NSW, we rang Apia. My husband was transferred to a lovely lady by the name of Linda.
Linda couldn't do enough for us. She ensured us she would have us off the highway and home before dark. She did, she organised a tilt tray to tow our van and a caravan repairer only 10 minutes from home. Yes, were home safe and sound before dark.
Thank you Linda for your excellent customer service, you definitely deserve a wage rise. You are the best.
Many thanks to Apia for hiring people like Linda.
Cheers from Jen and Kim

APIA is one of the worst insurance company I have come across in relation to speed of claims and repairs. I have had experience dealing with NRMA & AAMI in the past and I have never experienced what I am going through with APIA. I dropped my car off to the repairer 3 May and now it's 21 May and APIA has not approved the repair work. The repairer promptly provided a quote for the repair to APIA and when I called APIA they advised they haven't received the quote from the repairer. After multiple calls, with me being without a car for 18 days they still haven't authorised the repair process. Unless APIA shows some differentiation, I will be switching my insurance.

I detest APIA. Every month,I make a bank deposit, and every month, despite my depositing the cash, I get a stupid message from them, saying thst They couldn’t make the transfer because there isn’t enough money.They have cancelled policies without notification. Just got another’ friendly ‘ reminder from them. Why can’t they just ring, instead of these messages?
After twelve years, I think I will be hanging up on them.

Rogue organisation. They are not our insurer (thank goodness) however their behaviour has been reprehensible, underhand and predatory. One of my relatives was involved in an accident, the driver of the other car was insured with APIA, we are with another insurer. We gave our details to APIA including claim number and insurance company and vis-a-versa. Not good enough for these rogues - they have hounded my relative with phone calls, text messages and letters - sent to the wrong address- demanding money and threatening with debt collectors. We have on numerous occasions asked them to stop and desist with the unlawful behaviour and to deal directly with our insurer, which is what is supposed to happen. Don't have anything to do with them they are absolutely awful.Putting in an official complaint with the insurance watchdog.

Rang APIA wishing to cancel my Home & Contents Insurance due to a 24.7% policy increase (No Claims). Lady who I contacted after a long wait was very condescending and rude after asking for no more "Reminder emails" to be forwarded to me.
APIA seem to have lost their personal touch since Suncorp have been involved.
I have changed to Budget Direct due to same policy value at $300 less than APIA.

I would give no stars if possible. They cannot be contacted. I sent an email (via their online page) and received an email back saying they don't make outgoing calls. What? You will not call your own customers? Honestly, don't do it. Just don't. I only insured with them as I'm over fifty. NRMA and AAMI my previous insurers are fantastic in comparison and I will be going back to one of them. Zero stars.

Love APIA, I’ve made two claims in the past with them. 1 was a huge one, and from beginning to end and all the trades in between they were incredible
My second claim was much smaller, a motor burnout, the process of assessment, to replacement was quick and easy
Having a local case manager made communication easy flowing in both directions

Absolutely pathetic!
The call wait is ridiculously long only to be shoved from one consultant to another. To add insult to injury, they contract an external person to investigate your minor claim.
When a person brushes up against a bollard and gets a small minor blemish or a branch falls on the hood of your car, it’s not easy to call up witnesses!!!
Apia only likes to get your money but doesn’t like to pay out.
They’ve lost our business.
Shop around and go elsewhere if you can.

Is Apia kidding itself I just spent four hours on the phone and got nowhere the system doesn't accept my credit card 10 times how can this company operate successfully KY Yuille Daylesford

I have contacted APIA numerous times by email as phoning is a disaster. Not once have they dealt with my actual issue it’s as if no one at APIA actually reads my emails.
I pay a caravan policy, a car policy and a policy in my previous married name without a vehicle to go with it.

We had superficial damage to our vehicle. Claim lodged with Apia February 14 and car taken for repair on March 13. APIA control who does repairs and when.
Completion date has been put back four times and each time, I had to contact APIA to arrange extension of hire car. The average wait time on phone is 20 to 25 minutes
( each time) as the repairer cannot notify hire company.
I will change to another company who gives me some control over process and provides better customer service.

Can't believe the negative reviews. Respect their experiences, but mine has been the opposite with APIA. I have claimed numerous times with APIA on household & household contents insurance and once on car, and each time has been a pleasant experience, with kind & ethical staff. With my car ins, actually had a car written off, but amongst the trauma of the whole thing APIA did everything right from assessment to payout and sorting me out properly. I recently had a claim for internal damage after the storms and they were so good they even gave me more money than what I asked for in compensation for the damage, citing that their "like for like" quote was higher than mine and so they gave me more. Wow, APIA, thank you & keep on doing what you do.

I have had Car insurance with APIA for many years and the price increase this year is OUTRAGEOUS. The insured amount had dropped by 10% and the premium has risen by 35% and I have never made a claim.
I have now purchased comprehensive Car Insurance with Budget Direct for 38% less than the APIA quote.

APIA employ a myriad of tactics to delay payment.

It took FOUR MONTHS and at least TWO days of MY TIME wasted on calls and emails, before receiving the princely sum of $875 I was due.

I received my car renewal notice; it was much more expensive than the previous year.
A friend of mine told me go online and you will probably get a better price, I did that, and it was about $60 cheaper, and the agreed value of the car was more than $1,600.
APIA are supposed to be for senior people, and they are supposed to give them a better deal.
After I had a chat with them and discovered they don't care about their elderly customer, I canceled my policy.
I check with non-elderly car insurance and the first one was again about $50 cheaper and had a better policy.

We have used APIA for the last 15 years. It used to be fast, friendly and personal. What the **** happened?
Spent 30 minutes on hold listening to rubbish only to be cut off at the end. My insurance policy went up $350 despite no claims. Goodbye APIA

On 12 June 2023 someone ran into the back of my car when I was stationary at a red light. It was entirely their fault. My car was only eight months old. APIA accepted my claim as a “no fault” claim, picked up my car with a tow truck and without telling me they took it to their chosen repairer, which was an hour’s drive from my home. I was then told to pick up a rental car from a depot 45 minutes from my home. I live in the bayside suburbs of Brisbane, and there are literally hundreds of car repairers and car rental depots between my home and the two businesses they chose to use. Eventually the repairers rang me to say the parts would not arrive till 17 August - then it would take two weeks to fix, so that meant a 10 week wait. Whenever I rang APIA during that period, I had an hour’s wait on hold before I got through, and every operator had a very heavy foreign accent I could barely understand. I also regularly called the repairers, but they never had any updates on the parts. On 16 August I received a call from the repairers to say the parts weren’t going to arrive for another 8 weeks!! During all this time my car had been sitting out in the weather in their open yard, subject to rain, hail, and the relentless hot Brisbane sun, as well as being a home for birds, vermin, and insects, and building up a thick coat of dirt and dust. My policy says it must be kept in a locked garage at my home……. The Toyota app on my iPhone notified me that the driver’s window was open, but despite me telling the repairers this, they insisted it was closed. After having waited 8 weeks already, I wasn’t prepared to wait another 8 weeks, so I rang APIA and made a huge fuss. I said I wanted to be paid out for the car as I wasn’t prepared to wait another 8 weeks with no guarantee I’d even get it back at the end of that time. APIA said their assessor would call me within 24 hours to discuss the payout option. Three weeks later, despite me sending daily emails asking for that promised phone call, it still hasn’t happened. The repairers however in the meantime somehow miraculously found a different supplier and obtained the parts within 3 weeks. They suddenly rang me out of the blue on 5 September to say my car was ready - when I was thinking I still had another five weeks to wait. There had been absolutely no communication from them or APIA during that time. I am a full time carer for my husband who has Parkinson’s disease, and I had to leave him at home alone while I made the long trip to firstly return the rental car, then I got a UBER to the repairers (who knew I was coming), but when I arrived all their staff were in a meeting, so there was nobody available to do the handover!! Eventually the meeting ended, and a man stood at the rear of the car and read out the list of repairs from their paperwork, and told me there was a lifetime guarantee on the repairs. Not much good when I live an hour away….. Anyway he assured me it was 100% perfect, so I got in the driver’s seat and drove home. I could immediately see the car was filthy inside and out, and as I drove on the motorway the steering wheel shuddered badly at speed (they hadn’t done a wheel alignment), the engine noise was very loud, and the petrol engine was doing most of the work instead of the electric battery (the car is a hybrid). I glanced at the front passenger seat and saw dirty stains as if someone had sat there with grease on their clothes. At home, on closer inspection, I also found a patch of blue paint on the “new” light fittings they’d installed on the back of the car. My car is silver, not blue. The following day I opened the rear passenger door and found a large plastic cover on the back seat which the repairers had forgotten to refit. It belonged underneath the rear seat where there were heaps of wires etc exposed, making the rear seat unusable. I rang the repairers who said I could bring the car back on 21 September (in two weeks time) and they’d refit it for me and do the other jobs like cleaning and the wheel alignment to complete the repairs. Not likely!! An hour’s drive for repairs they should have already done?!? I mean who doesn’t know a wheel alignment is needed after a collision?!? I asked them to arrange for a local repairer to do it but they refused. I wouldn’t trust them to get anything right and would rather pay for it to be rectified locally by businesses I know I can trust. At the date of writing this (12 September 2023), I’m still sending daily emails to APIA and still waiting for their assessor’s phone call promised on 16 August…. I received my insurance renewal notification from APIA last week. The premiums are increasing by 42.5%. I rang for quotes from other insurers and found APIA is one of the most expensive insurance companies around. So much for their claims about taking care of seniors and pensioners. What a joke!! I’m taking my business elsewhere.

I had a car accident in May 2023. Apia was the insurance company. After repairs were done I picked the car up almost 3 months later. The next day it started with air bag issues and also my boot not opening. I rang the insurance company back who then sent it to have the car assessed, they came back with air bag wear and tear. Months later when I picked the car up for the second time, panels were left dangling off from the inside of the vehicle, it was also filthy and not good visibility because of so much dirt. the next day the suspension went down again. I rang the insurance company again. By this stage it was almost 4 months since the accident and the insurance company was blaming wear and tear on the air bags. I requested it to be sent to a local mechanic to have it assessed again. The car had no issues what so ever prior to the accident and this was my complaint. But of course they would not pay for the air bag replacement. I have had the most horrid treatment and my car has been returned in a disgusting condition to me. I pay a lot of money for my insurance, it is not cheap and I received this disgusting service. The insurance company was not going to fix the boot as well as the air bags, but after constant fighting and another mechanic mentioning boot related to the accident it now still has to be sent back to the repairer to have this fixed. In the meantime it is at a mechanics who are actually trying to charge me more money for two air bags than BMW initially quoted. How does this work. It will be 4 months without my car next week.
The worst insurance company I have ever had to deal with and the worst service provided for the repairs of my car.
It seems with Apia they charge for the premiums but of course not prepared to give you your car back as it was prior to any accident. I can't wait to have this all over with and move my insurance to someone who cares about the money you pay for your insurance and give you a good service not treat you like crap.