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Youi

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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.

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.

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 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.