sure-insurance.com.au Reviews 7

This is by far the worst insurance company I've ever been with. My first claim, which took 12 months to get a decision, was a complete disaster. After two assessors, the last one being a young woman in her 20s who used a questionable plumber to force water into the corner of our recess to make it appear as if it were leaking, they blamed us for a lack of maintenance and ultimately declined the claim. During this whole process, they even upped the premiums. Now I have two separate claims, and both are a nightmare to deal with.

The first claim is for a stolen bore pump. We have footage and a police report, yet there has been no communication since January. After a recent rain event in North Queensland, my claim was completely ignored. I chased them up multiple times, but no one responded. It's been months, and it shouldn't take this long for a response.

The second claim is for a lost solar panel due to recent weather. Once again, no communication. I can’t reach the assessor, as their number is conveniently unavailable. I can’t get through to the landline without waiting half an hour, only to be told that it's still being looked at. I’ve followed up three times via email, but there’s still been no response.

Both claims are still unresolved, and I’m done with them. I won’t be renewing my policy. They do everything they can to avoid paying out claims, and I’ll be taking this to the ombudsman. I’m tired of being ripped off!

I had two air conditioners installed and the outlet pipes leaked and caused the external weatherboards to rot. I tried to seal the weatherboards and I painted water proofing where the pipes were leaking but I didn't realise the water had dripped into the wall cavity. I saved the outside weatherboards but not the inside wall. The inside walls were damaged before I noticed. After waiting for an outcome of my claim for 2 months Sure put the premiums up and knocked back my claim within days. The wait wears you down and I don't have the strength or money to go through their corrupt Complaint and Dispute Resolution Process with the knowledge that they are just crooks and the outcome would be the same.

STAY AWAY FROM SURE Insurance. Absolutely friendly and communicative to sign up and take your premiums and that is where it ends. I had 2 separate claims over 2 different events and had to fight them all the way. Each claim took over 11 months to solve and I ended up taking a payout so I didn't have to deal with them. Their strategy is to wear you down so you give up the fight for justice. They were non communicative all the way through the claims and I had to contact them to move the claim along. STAY away - they are CHEAP and NASTY

Absolutely awful to deal with. They do not honour their product disclosure statement, they never contact you, they avoid actioning claims where possible, they are dishonest about what you are entitled to and will hold out paying you for what you are entitled to unless you specifically ask for it. We were completely flooded in the Cairns floods and they have been an absolute nightmare to deal with. They use contractors who lie about what work they do at the house and even after multiple complaints from multiple different customers, they continue to use these dodgy contractors and sent them to other houses. We are five months post flood and our house is still sitting vacant with no work even started on it. Run as fast as you can from this company!

Had a solar hot water system hit by a branch in Cyclone Jasper. Sent pics to my plumber and to Sure. Then when more were needed sent more. They wanted the plumber to take a day out and drive 80km on a partially closed road to assess when pics made damage obvious. Not surprisingly plumber declined; who was going to pay for that? Then said rust on roof meant it was damaged before. Then wanted pics of the actual branch.....
From my perspective on the morning after the storm, we had water pouring off the roof. We stopped off the pipe, and waited until road opened (over 100 days btw) to claim. Then had even more cold showers while Sure phaffed about.
Company is cheaper but also nasty. Based on this result, with most of my house 'old' by definition, I won't renew with them. No thought for realities of closed roads and travel times, and no real intent to help. More of an attempt to refuse.

I will be taking my buisness elsewhere as soon as my policy time is up. Phoned me talked all nice was trying to be supportive now won’t even answer calls or contact me.if you want service you won’t get it here. Very dissapointed and upset by service. They are not responsive at all

Moved to Sure after hearing mostly good things, however after having dealt with them in these past few days I'm not impressed at all. Our house was impacted by Cyclone Kirrily and as a result we lost 2/3 of our fence. Sure arranged to have temporary fencing installed to secure our yard for our dogs, then cancelled the fencing with no explanation