Introduction: APIA was formed in 1986 so it is a trusted brand name in car insurance. They initially were founded by Suncorp to provide the best possible insurance products and service to the over 50's.
Value Proposition: Their customer service is exceptional, providing 24/7 over the phone support. As a result, the premiums are higher than more budget car insurance companies. Bundle Life and Car Insurance for discounts.
Customers: Over 700,000 customers
Staff: 450 staff
The following image shows the areas they service:
A.P.I.A Car Insurance Offer:
- Comprehensive
- Third Party, Fire & Theft
- Third Party Online
- Compulsary Third Party (Green Slip)
User Reviews:
Pros: Promise of caring serviceCons: Promises proved empty. Bad service, totally uncaring, not the insurance company we thought we had signed with.Overall: We gave our home and car insurances to APIA based on their advertised claims about "rewarding experience" and "the most recommended". But after our home was burgled and our car stolen and burned out we suffered being treated like lepers when we lodged our claims. We too were more than a little surprised and disappointed that we ended up dealing with AAMI and/or Suncorp. We foolishly thought that APIA was a stand alone entity when in fact it is simply a shop front for insurance companies that we chose not to deal with. Our claim is now 7 weeks old and is no closer to settlement. We have e-mailed them pleading for settlement and we have written to them complaining of their mistreatment of us. They simply ignore all communication and contact us only if it suits them. If you are shopping for an insurer give APIA a miss. They are not worth dealing with. -http://www.productreview.com.au/p/apia-car-insurance.html
Pros: I took out APIA insurance some years ago on my home and two cars - both German. Price was good, sign up efficient and I liked the fact they focus on people like me - retired, few miles driven, NEVER had a insurance claim. All good with very friendly and customer orientated people.Cons: All turned to tears when I had a claim for a windscreen. It turns out that APIA is only a shell front call centre type operation with ALL claims referred to AMII who of course is memorable for those ads where the rabble call out 'what about me'. APIA have no involvement, AMII staff know nothing about you or your insurance history or record and seem only interested in settling as cheaply as possible. Insisted that my vehicle which has rain sensors and light sensors in windscreen be fixed with a non genuine windscreen - "same as the manufacturer glass" they claimed - just no stamp (is this correct???). Manufacturer of car told me - do that and burn out your sensors, void any warranty.
AMII refused to budge. When I went to Ombudsman I find that not only has APIA outsourced the insurance claims - also the complaints, to AMII - a company I chose not to use in preference to APIA who I thought was stand alone. Read the Product Disclosure and there is NO disclosure about this "outsourcing of all claims to AMII"
APIA it seems is only a call centre operation set up to market the deceptive product.Overall: Deceptive and misleading and bait and switch behaviour of this group between it seems a web of relationships in the background which are undisclosed.
Isn't it reasonable for a Consumer to have all the information ie how claims are processed and by whom, if not by whom you pay premiums to0 disclosed BEFORE you sign up? I would say it is.
My view - it is not possible to make a decision on which insurance company to use when the material details of claims processing is not disclosed in the Product Disclosure Statement. Just saying some claims items may be outsourced does not cover this. ie towing,storage and assessing all may reasonably be expected to be outsourced but the ENTIRE claims activity?
As it is it SEEMS that the whole lot of these companies is owned by Suncorp?? who are another competitor for the same customers but handles all its own claims. -http://www.productreview.com.au/r/apia-car-insurance/159366.html
Cons: Pathetic, refused to stop sending marketing addressed to my dead father because I wasnt authorised on his policy to act on his behalf. They needed his authorisation !!!!! So now my mum keeps getting upset she sees letters addressed to my father coming every couple of months.Overall: Stubborn ingrates that fit the stereo typical image of insurance companies. Happy to take your money but aske for something in return and they cant move a muscle. And you can forget about the Insurance Ombudsman as it is part of the Insurance Industry and not independant as they are self regulated. -http://www.productreview.com.au/p/apia-car-insurance/2.html
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