Had an issue with Youi? Get a real response.
Youi is an Australian insurance company providing customers with insurance for cars, homes, businesses, and more. The quickest way to get a response when submitting a complaint to Youi is via a phone call (13 YOUI - 13 9684). But they also offer other ways to lodge a complaint including through a submission of an Online Complaint Form, via email (disputes@youi.com), and by requesting a call back. For specialised support including hardship and vulnerable customers, you can call their Priority Assistance team at 1300 533 700.
The most common complaints reported by Youi customers mainly reference their aggressive sales practice. Where Youi sales reps are often persistent in their follow up calls or emails after the submission of an online quote. Other complaints include premium increases, claim denials, delayed claim processing, issues getting costs from at fault parties, customer service issues, and difficulties with policy cancellation.
While there isn’t a specific timeline on when you should hear back from Youi, when you submit your complaint, their team will aim to get your issue resolved as soon as possible. But more difficult circumstances can take up to 30 days. They typically offer resolutions like claim adjustments, refunds, or a formal apology, but if you aren’t happy with their offer, you can escalate the issue further to get the result you want.
When lodging your complaint, keep track of all evidence throughout the process. It’s also important to record all communication and reference numbers to ensure that your case gets resolved as quickly as possible.
How to submit a complaint with Youi
Youi provides several convenient support options for submitting your complaint:
Phone (Quickest Response):
- Call 13 YOUI (13 9684) for immediate assistance.
- For international callers: +61 7 3719 4800. Clearly mention your complaint to expedite a resolution.
Online Form:
- Submit via Youi’s online complaint form. Clearly detail your issue and attach supporting documentation.
Email (Escalation):
- For escalations, email disputes@youi.com with the subject line “Complaint,” including your policy number and detailed information.
Request a Call Back:
- Use Youi’s Call Back request feature to avoid waiting on hold. Specify clearly when contacted that you're raising a complaint.
Specialised Support (Hardship/Vulnerable Customers):
- Call the Priority Assistance team at 1300 533 700 (Mon–Fri 8:30am–4:30pm AEST) for tailored support.
Tip: Always provide your policy or claim number, clearly state your issue, and desired outcome for efficient handling.
Youi follows a structured, fair process to address complaints efficiently:
- Outcome: Immediate resolution attempts by advisors upon initial contact (phone/online). Many issues resolve quickly at this stage.
- Customer Relations Team: If unresolved initially, complaints escalate automatically or upon request to this dedicated team for a detailed investigation and response.
- Internal Dispute Resolution Service (IDRS): For unresolved issues, IDRS independently reviews your complaint. You’ll receive a final written decision within 30 days.
- Communication: Throughout the process, Youi keeps you updated on the complaint status and timelines.
- Final Outcome: Written confirmation detailing the resolution (e.g., claim adjustments, refunds, apologies), or next steps for external escalation.
- Privacy Complaints: Special handling by Privacy Officer or IDRS, with external escalation possible to OAIC.
Friendly Assurance: Lodging complaints with Youi is free and encouraged. It won’t affect your policy negatively; they see complaints as an opportunity to improve.
Common complaints against Youi
Common issues Youi customers frequently experience include:
- Aggressive Sales Practices: Persistent follow-up calls or emails after online quotes, leading to customer frustration.
- Premium Increases: Significant rate hikes at policy renewal without clear justification, creating dissatisfaction.
- Claim Denials/Disputes: Claims being rejected or underpaid, citing policy exclusions or technicalities.
- Delayed Claim Processing: Slow approvals, insufficient communication, or long waits for repairs post-claim.
- Not-at-Fault Accidents: Issues recovering costs from at-fault parties, resulting in customers temporarily out of pocket.
- Customer Service Issues: Long hold times, unhelpful or rude interactions, difficulty reaching appropriate departments.
- Policy Cancellation Difficulties: Customers reporting ongoing charges or complexity in cancelling policies.
Tip: If you face these issues, promptly escalate your complaint within Youi to achieve a fair resolution.
Youi complaints submitted through Ajust
I called Youi to fix a simple address error and was told my contents policy was set up, only to later find nothing had been processed. After spending around 40 minutes on the first call, I had to ring back and start again from scratch. For a policy I’d already paid for, the lack of follow-through and wasted time was incredibly frustrating and disappointing. - Jonathon
I was stranded with my children and my elderly mother, who has dementia, waiting for roadside assistance that kept getting delayed. I was repeatedly told help was coming, yet nearly two hours passed before anyone arrived. When the driver finally showed up, his dismissive attitude made an already stressful situation worse. I expected care and urgency, especially given the circumstances. - Anne Marie
After my car was stolen, I lodged a claim and then heard nothing for weeks. I left multiple calls and messages but received no updates or reassurance at all. The silence was incredibly stressful, especially given how serious the situation was. I wasn’t asking for special treatment, just basic communication and clarity about what was happening with my claim. - Peter
I tried to update my payment details to avoid any issues with my policy, only to be told I’d need to call at 3am to reach the right call centre. That simply isn’t realistic. I wanted to do the right thing and keep my details up to date, but the lack of accessible support made a straightforward task unnecessarily difficult and frustrating. - Deb
How other consumers Youi complaints got resolved
Home Repair Dispute (Escalated to Ombudsman): Fiona contested a low repair settlement after hail damage. Escalation to AFCA helped facilitate a fairer outcome.
Flood Claim Positive Resolution: Jenny’s flood-damaged home received swift emergency support, regular updates, and fair treatment, leaving her satisfied with Youi’s service.
Car Claim Delay Solved via Complaint: Saurabh experienced delays after his parked car was damaged. His complaint prompted Youi’s Customer Relations team to expedite repairs promptly.
If dissatisfied initially, escalate your complaint through these steps:
- Step 1: Internal Escalation: Request review by Youi’s Customer Relations Team for a senior-level response.
- Step 2: Internal Dispute Resolution Service (IDRS): For unresolved complaints, contact IDRS directly (13 9684 or disputes@youi.com) for an impartial review and final decision.
- Step 3: External Escalation to AFCA: If unsatisfied after internal escalation or if unresolved within 30 days, escalate externally to AFCA (Australian Financial Complaints Authority):
- Website: afca.org.au
- Phone: 1800 931 678
- Website: afca.org.au
- Privacy Complaints (OAIC): For unresolved privacy issues, escalate externally to the Office of the Australian Information Commissioner (oaic.gov.au, Phone: 1300 363 992).
Tip: Maintain clear records and documents at every step to strengthen your escalation process.
For external support beyond Youi’s internal process, these bodies assist:
- Australian Financial Complaints Authority (AFCA): Independent ombudsman resolving insurance disputes impartially and free.
- Contact: 1800 931 678 or afca.org.au
- Contact: 1800 931 678 or afca.org.au
- Australian Securities & Investments Commission (ASIC): Regulates financial services and investigates systemic issues but does not handle individual complaints directly.
- Australian Competition & Consumer Commission (ACCC): Handles systemic consumer law violations, such as misleading advertising, not individual disputes.
- Office of the Australian Information Commissioner (OAIC): Investigates unresolved privacy complaints.
- Contact: oaic.gov.au, Phone: 1300 363 992
- Contact: oaic.gov.au, Phone: 1300 363 992
Note: Always attempt internal resolution first; regulators focus primarily on larger systemic issues.
- Youi Complaints Process – Detailed guidance on lodging and escalating complaints.
- Youi Online Complaint Form – Submit complaints electronically 24/7.
- Customer Service Phone: 13 YOUI (13 9684) or International: +61 7 3719 4800
- Complaints Email (IDRS): disputes@youi.com
- AFCA Ombudsman – External dispute resolution for unresolved complaints. Phone: 1800 931 678
- General Insurance Code of Practice – Industry standards and consumer rights.
- Youi Contact & Priority Assistance – Specialized support for hardship or vulnerable customers.
- Youi Privacy Policy – Instructions for privacy complaints and OAIC escalation.
Youi Complaints FAQs
How do I submit a complaint with Youi and which option gets the fastest response?
Calling Youi on 13 YOUI (13 9684) is usually the fastest way to lodge a complaint. Phone complaints allow advisors to attempt immediate resolution, which often avoids escalation delays. If calling isn’t practical, you can submit an online complaint form, request a callback, or email disputes@youi.com for escalations. Always clearly state that you’re making a complaint and include your policy or claim number to speed things up.
What happens after I lodge a complaint with Youi?
After you lodge a complaint, Youi first tries to resolve it at the frontline support level. If it isn’t resolved quickly, it’s escalated to the Customer Relations Team for investigation. If the issue still remains unresolved, it moves to Youi’s Internal Dispute Resolution Service, which must provide a final written response within 30 days. Youi should keep you updated throughout this process.
What are the most common complaints people make about Youi insurance?
Common Youi complaints include denied or underpaid claims, premium increases at renewal, delayed claim processing, and aggressive sales follow-ups. Customers also report frustration with customer service delays, not-at-fault accident costs, and difficulty cancelling policies. Knowing these common issues helps you frame your complaint clearly and escalate early if needed, which can improve your chances of a fair and timely outcome.
How do I escalate a Youi complaint to AFCA if I’m not satisfied?
You can escalate your complaint to AFCA if Youi hasn’t resolved it within 30 days or after receiving a final IDRS decision. AFCA is a free, independent ombudsman that reviews insurance disputes. Before escalating, make sure you’ve completed Youi’s internal complaint process and kept records of all communication. AFCA can review claims decisions, delays, and fairness issues and help reach an independent outcome.
You’ve done your part, now it’s time to hold Youi accountable.
Take the final step and submit a complaint that gets seen and responded to.