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Youi
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Youi
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Edited by:
Ajust Content Team
Last updated:
August 4, 2025
AI-sourced. Human-edited. Made clear for you.

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.

Specialized 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.

What happens after you submit a complaint to Youi?

Youi follows a structured, fair process to address complaints efficiently:

  • Frontline Resolution: 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.

Complaints submitted through Ajust

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.

How to escalate a complaint with Youi

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):

  • 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.

Regulatory & Ombudsman Information for Youi

For external support beyond Youi’s internal process, these bodies assist:

  • Australian Financial Complaints Authority (AFCA): Independent ombudsman resolving insurance disputes impartially and free.

  • 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.

🔖 Note: Always attempt internal resolution first; regulators focus primarily on larger systemic issues.

Official Youi Complaint Resources & Links

Youi
Complaints FAQs

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Youi
accountable.

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