Need to contact Youi and make sure they reply?
Youi customer support overview
Youi is an Australian insurer recognised for its personalised customer experience ("You Insured"). Boasting an impressive 4.7/5 rating on Trustpilot with thousands of positive reviews, Youi excels in responsive, proactive support, notably through personalised callbacks from knowledgeable advisors.
Contacting Youi is straightforward with the primary customer service number 13 YOUI (13 9684). Their Sales and Service teams operate extensive hours (Mon–Fri 7:00am–10:30pm, Sat 7:00am–8:30pm AEST), and claims lodgement is available 24/7. Additionally, Youi offers 24-hour Roadside Assistance (13 11 17) for eligible customers.
Youi emphasises personal contact. When you request a quote online, expect a quick follow-up call from a consultant rather than a purely online process. Customers frequently praise Youi’s staff by name, highlighting their genuine care, patience, and helpfulness. Specialised teams are available for different products, and Youi provides Priority Assistance (1300 533 700) for customers facing hardship, reinforcing their commitment to supportive service.
Common Youi customer issues and complaints
While Youi generally receives excellent reviews, some common issues include:
- Intrusive Follow-Up Calls: Customers report frustration with frequent and persistent calls after requesting quotes online. Some have found the call-back requirement intrusive.
- Premium Increases on Renewal: Policyholders sometimes experience unexpected premium rises at renewal. While this can be negotiable by discussing your policy directly with Youi, it remains a recurring complaint.
- Claims Delays & Conditions: A minority of customers report dissatisfaction due to delayed claim processing or surprise policy conditions (like paying full excess for minor claims such as food spoilage).
- Cancellation & Refund Challenges: Past reports highlighted difficulty obtaining fair pro-rata refunds when cancelling policies outside the 20-day cooling-off period.
- High Initial Quotes: Youi’s highly personalised quoting process occasionally results in higher initial quotes than competitors.
Despite these concerns, they’re relatively infrequent compared to Youi’s overall positive reputation.
How to contact Youi customer support
Youi makes reaching customer support easy through multiple channels:
📞 By Phone – Speak to a Youi Advisor
- Main enquiries & claims: 13 YOUI (13 9684)
- Hours: Mon–Fri 7:00am–10:30pm, Sat 7:00am–8:30pm AEST
- Claims lodgement: 24/7
- Roadside Assistance (24/7): 13 11 17
- Overseas calls: +61 7 3719 4800
🔄 "We Can Call You" – Callback Service
- Easily request a callback via Youi’s website form. You'll typically receive a call within minutes during operating hours.
💬 Online Account & Communication
- Manage policies, update details, and track claims via the Youi Client Centre or Youi app.
- While traditional live chat isn’t heavily promoted, email support is available, particularly for documentation or complaint-related enquiries.
📧 Email Contact
- Priority Assistance (hardship): priorityassist@youi.com
- Complaints escalations: disputes@youi.com
📢 Social Media
- Contact Youi via Facebook for general inquiries.
📋 Complaints & Feedback
- Lodge complaints via Youi’s Complaint Form. These are typically acknowledged within 1 business day with a resolution targeted within 15 working days.
🌐 Accessibility
- Customers with hearing or speech impairments can contact Youi through the National Relay Service (use number 13 9684).
Youi consultants are approachable, knowledgeable, and typically proactive, often calling back immediately if disconnected.
Youi key customer policies: refunds, returns, cancellations and more
Youi offers clear, customer-friendly policies designed for flexibility and fairness:
- Cooling-Off Period: 20-day no-penalty cancellation with full premium refund if no claims made.
- Cancellations & Refunds: Cancel any time with pro-rata refund of unused premium (minus admin fees if applicable).
- Claims Satisfaction & Transparency: Publicly displays Ombudsman complaint statistics, highlighting commitment to fair claims handling. Disputes are reviewed internally before escalation to AFCA if necessary.
- Premium Reviews & Loyalty: Premiums are reassessed annually. Calling Youi can often reduce your renewal rate through updated circumstances or applied discounts.
- No Claim Bonus & Excess Clarity: Standard NCB provided upon policy cancellation. Clearly outlined excess payments with flexibility (e.g., excess-free windscreen claims with optional coverage).
- Payment & Fees: Monthly premium payments available at no extra cost (no hidden late fees).
- Priority Assistance: Specialised support for customers experiencing hardship or vulnerability, including payment flexibility and tailored assistance.
Youi complaints submitted through Ajust
I contacted Youi to set up contents insurance and spent around 40 minutes on the phone being told everything was sorted. Later I found out nothing had actually been processed, so I had to call back and start again. I was only calling to fix a simple address error, but it turned into a frustrating loop that took far more time than it should have. - Jonathon
I reached out to Youi with questions about my car and home insurance and the experience genuinely stood out. The person I spoke to was patient, clear, and took the time to walk me through everything without rushing. It reminded me how much good customer contact matters, especially with insurance, and left me feeling confident I’d actually been listened to. - Nicholas
I tried to contact Youi just to update my payment details and was told I’d need to call their overseas call centre at 3am. That wasn’t realistic, but I still wanted to make sure my account was correct. It was frustrating that something so basic couldn’t be handled during normal hours or with an easy callback. - Deb
I submitted a claim after my car was stolen and tried repeatedly to contact Youi for an update. Over three weeks I left multiple calls and messages and heard nothing back. Not being able to get a response made an already stressful situation worse, and all I wanted was simple contact to understand what was happening. - Peter
Recent experiences with Youi customer service
Fast & Helpful Service: Many customers commend Youi’s quick responses, personalised approach, and stress-free claims process. One notable experience praised an advisor for calling back immediately when disconnected mid-conversation, showing genuine customer care.
Above & Beyond Efforts: Customers often mention advisors by name, praising their patience and thorough explanations, reflecting positively on Youi’s personalised ethos.
Official Youi Customer Service Links & Contact Information
Youi Contact FAQs
How easy is it to speak to a real person at Youi customer support?
It’s generally very easy to reach a real person at Youi, especially by phone. Youi prioritises human contact through its call-based support model rather than chatbots. When you request a quote or callback, a knowledgeable advisor usually calls within minutes during operating hours. This approach suits customers who want fast, personalised help, but it can feel intrusive if you prefer fully online or self-serve support.
Why do Youi customers complain about frequent follow-up calls after getting a quote?
Youi’s personalised pricing relies on phone conversations, which leads to frequent follow-up calls after online quote requests. These calls help refine your premium but can feel excessive if you’re only browsing or comparing insurers. If you want fewer calls, it’s best to clearly tell the consultant you’re not ready to proceed or ask to opt out of further follow-ups to avoid ongoing contact.
What should I do if my Youi insurance premium increases at renewal?
If your Youi premium rises at renewal, calling them directly is often the fastest way to reduce it. Premiums are reassessed annually based on risk and market factors, but many customers successfully negotiate by updating details or asking about discounts. Speaking to an advisor can lead to immediate adjustments, making it worth contacting Youi before accepting a higher renewal price.
How fair and flexible are Youi’s cancellation and refund policies?
Youi’s cancellation and refund policies are generally fair but require attention to timing and terms. You can cancel within 20 days for a full refund if no claims are made, or anytime later for a pro-rata refund. Some customers report frustration outside the cooling-off period, so it’s important to confirm fees and refund amounts upfront and keep written confirmation when cancelling.
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