When is an apology not an apology? When fraud is committed but only a little bit and/or only a few customers lodge a complaint, and an insurance company is involved – this time it’s South African-owned Youi’s car insurance claim saga.
Youi has been in the media for all the wrong reasons recently: charging for policies without customer authority, misleading policy terms etc etc. Now they’ve issued a statement saying that it had given affected customers “individual, unreserved apologies”, had their policies cancelled, and had “refunds paid where money was debited”.
The insurer declined to confirm to media how many customers were affected but claims it is ‘minor’.
Earlier this year Youi pleaded guilty to offences in New Zealand, and has so far been fined $100,000 by the Insurance Council of New Zealand, and is expecting a further $350,000 for Commerce Commission charges, a recent Courier-Mail article said. It also stated that The Commerce Commission has filed 15 charges against Youi, including debiting customers without permission for unsolicited insurance policies, making misleading claims about customers’ ability to obtain online quotes, and imposing such restrictive policy clauses that car accident claims were much less likely to be successful.
Youi is currently being investigated by the Australian Securities and Investments Commission. Accounts from Youi’s parent company, Outsurance, indicated how NZ staff had signed up customers to policies without their consent, and that Youi Australia “has experienced similar sales breaches as the two businesses share common call centre infrastructure,” The Courier-Mail reported.
Outsurance denied allegations that Youi had misleadingly sold policies to thousands of clients, and said it had issued “preventive and disciplinary actions” in Australia. A Youi spokesman said the Australian problems were revealed from a “mix of internal controls and customer feedback.” He also said “We obviously don’t review every call but every call is recorded so if we do become aware of an issue we can immediately look into it and resolve the issue”.
Crash Management isn’t convinced Youi, but good luck with your Commerce Commission defence. Meantime, we suggest customers stick with kiwi-owned and operated like PROTECTA INSURANCE for:
– genuine on-line quotes
– fast friendly service
– car accident claims honored and paid on time
– high quality collision repairs
– free courtesy vehicles
– 24/7 emergency accident response
– best value for money for a high quality product
VOTE PROTECTA INSURANCE!