1,559 reviews
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AI reviews summary
Sentiment regarding Youi Home and Contents is highly polarised. While many customers praise the exceptional service and significant savings found during the initial sales and onboarding process, there is a distinct and recurring pattern of dissatisfaction regarding the claims experience and the mandatory phone-based quoting system.
Pros
- Exceptional Sales Service: Staff are frequently described as professional, knowledgeable, and friendly, often going to great lengths to explain policy details and PDS inclusions.
- Significant Initial Savings: Many users report saving hundreds, and in some cases thousands, of dollars when switching from long-term competitors.
- Fast Phone Connectivity: Unlike many competitors, the company is praised for answering calls almost immediately without long wait times or complex automated menus.
- Premium Flexibility: Existing customers often successfully negotiate lower renewal premiums or better rates by speaking directly with representatives.
Cons
- Inaccessible Quoting Process: A major point of friction is the inability to receive a quote entirely online; users must provide a phone number and undergo a lengthy, repetitive phone call to get a price.
- Poor Claims Handling: Multiple reports highlight significant delays in repairs (up to 9 months), disputes over technical assessments (such as asbestos or leak locations), and poor communication from claims managers.
- Aggressive Sales Tactics: Some users find the immediate follow-up calls, texts, and emails after an online inquiry to be invasive and high-pressure.
- Strict Underwriting/Exclusions: Several potential customers were refused cover based on outdated flood maps or specific property features, while others found significant "general exclusions" only after attempting to claim.
Verdict
Youi is a strong contender for those seeking competitive pricing and a high-touch, human-led setup process where premiums can be negotiated. However, the requirement for lengthy phone interactions may be a barrier for time-poor or neurodiverse customers, and the recurring reports of difficult claims experiences suggest that the "customer-first" approach may not always extend to the repair and settlement phase.
i was previously with another 4letter insurance company and had been for well over a decade , their premiums kept going up and up and up for just house insurance ( no contents) with the next policy due to jump up over 30 a month to being over $314 a month !! i called Youi and i spoke with Mel - she was absolutely fantastic, engaging, empathetic… Read more
, listened to my needs and kept it simple real and clear with what thewy can do for me - she was also blown away by my savings they could offer me - my new policy with them for house insurance is only $134 a month . a saving of $150 a month on what i had been paying and an even better saving of $180 a month on what it would have gone up to ! thats OVER two grand a year back in my pocket !! thank you Mel and thank you Youi :D
My Mother and Step-father have Youi Home and Contents insurance. Rencently their solar hot water on the roof leaked and rusted a hole in the colorbond roof. They claimed through Youi to have the roof panels and damage replaced/repaired. Youi sent one of their assessor/repairers out who then sent in a quote of the work and cost. So my elderly… Read more
parents told Youi they wanted to go ahead to get it repaired. The repairer has since said they won't do the work and Youi has told my elderly parents to find someone to do the work. Yesterday Youi sent them an email saying they would pay them out. I find this totally unprofessional. What's the point of having an insurance company if you have to do the work for the insurance company. I won't ever get insurance of any kind through Youi. This is disgraceful how they treat elderly people. My parents have been with this company for years and this is the first claim they have ever put in.
I cant believe the reviews left here especially regarding the sales process, its so fake and scripted, endless questions that were already answered in the online application. felt sorry for the sales person, bottom line their premium was much more expensive than other competitors, their script they are given borders on pressure selling. The phone… Read more
call from sales happened within minutes of me going online, no quote from them unless you leave your mobile number.
Reviews with attachments
Excellent service! – Excellent and prompt service! I thank two offices, Tiana and Ban. Tiana prepared everything, but I had to talk to my Boss (my wife). After approval, Ban finalized my insurance payment to my satisfaction. Thank you very much Michael Show details
Nice customer service – Spoke to Nat what a lovely guy, very pleasant & helpful thanks so much Show details
I’m a new policy holder and pleased to join the YOUi family – They answered all my questions and gave me reassurance that what I required would be included in the policy. They had time and patience and called me back on the time and day prearranged. My needs were met. I didn't have anything to compare it with so don't know if the price was cheaper. They were friendly on the phone. Show details
- +5
Beyond expectations! – We could not have had a better experience with our assessor. Sean was the first on site in our area to assess our flood devastated shack following the 22/23 Murray River floods. We were previously led to believe that this event would be a nightmare with our insurer and it could not have been any further from the truth!. Sean was genuinely… Read more
compassionate and reassuring from day 1. He provided everything he promised quickly and efficiently, and went over and above to make sure we were satisfied with every step of the recovery process. Every other shack in our area (20 + shacks) are still waiting on their insurers to resolve and settle their claims!. Sean has totally restored our faith with this insurer. We have just gladly renewed our policies on 4 properties as a result. Thanks again for making this very difficult and distressing time so much easier for us!
- +3
NYE Bushfire destroyed my home, but thanks to Youi I felt cared for and protected – I was one of the people who lost almost everything in the Black Summer Bushfires on the NSW South Coast. I was also lucky enough to be insured by Youi. While other insurance companies deferred to the government disaster clean up, I was one of the lucky ones, covered by Youi. My entire property was cleaned up by the end of March, many months before… Read more
my neighbours.
One thing that really stood out for me, was how they showed genuine compassion. Whether through the regular calls from Hannah at the office in claims, or Haydon the assessor. Every step through what was a very difficult and emotional experience, was handled by their team with the greatest care. I've attached one such example, where Youi provided for bright blue shade cloth to cover the fencing around the house prior to demolition. Why? Because I was scared the injured kangaroos I'd hand raised, who were already highly stressed, might injure themselves further on the fence. Youi worked with me, to ensure I was a happy customer (as happy as I could be under the circumstances anyway).
If you are unlucky enough to lose your home, Youi's policy provides for 20% of the insured sum to cover demolition and removal and trust me, you WANT that. Many insurance companies only have 10% cover. Read your fine print folks. On the negative side, Youi's home insurance is pretty standard and won't cover things like fencing or water tanks (thank you to all who donated to Red Cross for helping me buy new water tanks), but in my experience, I still think I'm a winner being insured with a company who not only follow through on their policy promises, but do it with kindness, compassion and understanding. THANK YOU YOUI.
P.S. Get a valuation done on your home and ASK THEM what it would cost to build it again now to current standards. Then add 10% to help cover things like DA Applications and all the other hidden costs. Do the same with your contents. When you calculate it, you're probably only thinking of big ticket items, but when you have to purchase absolutely every single thing for a home, all those small items add up. Many of us are underinsured and an insurance company can only pay you for what you've covered for.
I'm so thankful I was insured with Youi when this disaster happened. So many properties weren't cleared until June/July when I was way ahead and already getting my new build approved by then. Thanks Youi and BIG BIG thanks to Hannah and Haydon.
Latest follow-ups
Taking almost 5 months (leak in November) to repair a leak in the roof which ended up taking less than 2 days of work to complete. Builders requested an asbestos report in January which they did and I received a copy from Youi, I read the report and… Read more
could see no asbestos detected. The Youi assessor felt otherwise and said there was asbestos and that the builders would need to come out and do another quote to include removing the entire ceiling in lounge and hallway etc. 2 months later still waiting for progress until I started to follow up almost daily. Finally a message from builders saying they would need to complete an asbestos check before they did the work. Explained to them one had been done (which they had done) and that [Name Removed] from Youi had deemed asbestos despite the NAD (no asbestos detected) finding. Builders searched for the report and then found it and advised what I had thought and the report had said NO ASBESTOS DETECTED. Rang Youi spoke to assessor who had claimed asbestos and suddenly he reads the report and says there isnt any - this is 3 months after he tells me there was. So builders finally told they could go ahead. Hole patched which was the size of a tennis ball. The builder used less than a sheet of gyprock. Painted the next week and now complete (mid April).Incidentally the claims officer/manager who looked after our claim spoke to me once and this was after the work had almost been completed. Well done Claims Officer/Manager on your outstanding contribution to our claim and experience(sarcasm). I sent many emails to Youi over the time and even asked for the case to be escalated as a person on the phone told me I could do this - never heard back from my this. Most emails I would get the automated response of we have received your message and someone will get back to you.
Follow-up · A month after my review where I was told Youii would contact me regarding it. I haven't heard a word. Good to see their disgraceful service continues.
Amazing support from David and his team , understanding customers needs , help us go through our hard time from hail storm damaged . Highly recommend Youi insurance company to anyone and my family and friends. Show details
Follow-up · We was happy with Youi insurance company . The staffs were friendly and helpful understand your stressed . Waiting for claimed a bit long but we understand there were many other people making claims also . The best of all the pay out is cover all hail storm damaged. We are very happy with Youi insurance . We will be stay with them for many years ahead . Thank you so much Youi .
Made a claim today. Advisor was extremely helpful and courteous. Made the claim process so far very clear and straightforward. Would highly recommend service to date Show details
Follow-up · Claim settled very quickly. I am very satisfied and impressed with the professional way the claim was managed. Would highly recommend Youi.
Positive reviews
I am purely reviewing the customer service I received on 19/6/26 ANNABELL you were amazing!! You made the process of insuring my daughters (14) fathers estate so easy for me at this difficult time whilst learning how to do this yourself being your first one. Give the girl a pay rise ASAP! Thank you Show details
Find out how Youi Home and Contents compares to other Home and Contents Insurance
Know better, choose better.
We recently changed insurance companies (after 25 plus years) to Youi. Firstly, I have to say, the saving was substantial (well in excess of 10%) however I would like to praise the customer service. The customer service officer that I spoke to, Andrew, was outstanding, to say the least. His product knowledge was unbelievable, and he offered us… Read more
options, to save money, that I did not know existed. Andrew was easy to talk to and had a touch of 'wit' about him. Going off into 'the unknown' (a new insurance company), I just hope that all my future dealings with Youi are as pleasant as this dealing.
I was worried about the total price of my home and contents. I rang up their contact hotline and only waited a few minutes. A policy expert from youi helped me reduce my monthly payment. Now my monthly payment is less than last years payment plan. Thank you so much. Unfortunately I didn't get her name but she was excellent to deal with. Im pretty sure she helped me with my last year policy aswell. Show details
Negative reviews
I rang Youi for a Home and contents quote this week. I wanted to collect some comparsion quotes to compare against my present insurer. I am not against AI assistants per se but Youi was the only company that I was unable to speak with a live human at anytime during the process of getting my quote. If you have ever seen a Youi ad on tv this… Read more
company seems to pride themselves on human interactions??? Very false. However, the ai assistant is not why I am writing this review and giving a low rating. On Tuesday, the 17th July, 2026 I rang 4 insurance companies and gave them all the exact same information regarding my home and contents. All of the quotes were within $200 to $400 dollars differences except for Youi which had a difference of $2000. On questioning this I was told by the chat bot assistant that to reduce my premium I could have a %7 discount (why was I offered this at this stage?) and I also had to increase my excess to $2500 to achieve the difference. I was asked if I wanted to go ahead with the change of insurance company and I said no because they were still more than the other compared companies, not forth coming about any discounts available which seems dirty and sneaky to me and why would I put an excess that is almost three times the amount that is on the other insurance policies? I told the Youi assistant (chat bot) -no thankyou and now I am getting constant phone calls, emails and text messages from them. Very unprofessional.
$1500 MORE at YOUI, than my existing home and contents Insurance company, for exact SAME cover and excesses,, total rip off,, naturally did not take up offer ::)) Show details
Youi continues to completely fail neurodiverse customers when it comes to accessibility and basic customer support. Every other insurer I deal with provides alternative ways to make payment if auto-renew isn’t available. Youi requires a PHONE CALL. For someone with anxiety and ADHD, that process alone can be incredibly distressing. After days of… Read more
building myself up to finally make the call, the very first thing that happened was being placed on hold which immediately sent my anxiety through the roof. Then I was simply told “too late.”
Too late? After communication had already been sent and ignored?
Never again, Youi.
The entire process has been unnecessarily stressful, inaccessible and exhausting, and now I’m forced to start all over again because nobody actually listened or responded in the first place.
Recent reviews
Well I think YouI are a pretty good insurer. But my home and contents policy renewal was an increase of 19% this year. I rang up to complain and they reduced the increase to 12%. No changes, just had to ask. So what's the story? If you don't want to be ripped off you need to ring up and ask please don't rip me off??!! Show details
Affordable, knowledgeable and friendly service. Quick to take my call and always try to give me the best price possible. I recently had to upgrade my home insurance to include solar panels and battery. I was with YOUI already but decided to shop around . What an eye opener, other companies were at least double the price for the same policy. I… Read more
think I will stick with YOUI for quite some time for home insurance. I also have comprehensive car insurance with YOUI which is very good, not too pleased with the CTP Greenslip price though, so I will reassess that when the time comes.
Your advertisement indicates that you are the cheapest on the market but that's not right i have been getting quotes from other companies and your is the dearest so ill stay with the one i have already got Show details
It took a very long time and a lot of questions before I could get a quote. The quote was unbelievable high. (Years of experience, there is a very slight chance that I will insure anything with You) Show details
Find out how Youi Home and Contents compares to other Home and Contents Insurance
Know better, choose better.
Changed to Youi for car, home building and will say that I am totally satisfied with the quality of customer service and value for money and ongoing help that Youi have provided me with. I definitely would recommend Youi Show details
Switched to Youi for car, home building and landlord insurance for a few years now and have to say that I am very, very satisfied with the quality of service and value for money they have been providing year after year after year. Show details
This is my second year with Youi and I just can't fault the professional approach of each one of their representatives I have spoken to. I have found them all to be very friendly and extremely helpful. Its been a pleasure to speak with them and do business with Youi. Show details
I rang to change the address on contents insurance for our young adult daughter who is renting in Melbourne. The contact person at Youi, Kate understood the nature of the call, was helpful, humorous and understood the brief completely. She offered monthly payments which will keepthe cashflow in our family smooth across the year. Kate also… Read more
explained the pros and cons of altering the amounts of the insured values which was really helpful. Well done Youi.
Please don't invade user privacy by forcing to enter phone number followed up with a phone call when shopping around for insurance quote... It's insulting and shows lack of respect for customer's time. If every insurance company did this kind of game, it will waste alot of time just for shopping around. Instead leave a contact number for customer to reach out for any questions or concerns regarding the quote. Absolutely terrible experience Show details
Well, my house and contents renewal was due did the ring around as I was with Apia and had noticed it had jumped quite a lot. Got a few quotes online through compare the market but what quotes I got back we’re still more expensive than Apia so then I decided to ring Youi. I have done this every year when my house in contents comes up for a renewal… Read more
and every time Youi has been more expensive. Well spoke to a really nice person and I could not believe it to get everything that I had with Apia four $40 less per month, which was a saving of $500 a year so I went ahead with it. I have not dealt with Youi before so hopefully everything goes well . So all goes well when my car insurance comes up for renewal, I will be ringing them to see if they can do a better deal. The only negative thing I have to say is I hate their ads on the TV.
Julia provided excellent customer service from the outset. She explained the coverage offered in detail, reviewed all of my details to ensure they were correct and is an excellent sales person, continually reinforcing the features and benefits of the Youi product and price point and asking for the business. Having been in the General Insurance… Read more
business for over 20 years as an underwriter, Julia is the exception and not the rule in a competitive and at times, high pressure industry. 10 out of 10.
I’m extremely satisfied with YOUI and both of the staff Les and Ella that I have had the pleasure of speaking to before I decided to go ahead and purchase home and contents insurance. I have saved over $600 per annum by choosing Youi and have insured building and contents for a significant amount more than my previous insurer as well as every… Read more
other company I have received quotes from. Les and Ella made the process so easy to complete through their professional abilities and thorough knowledge. Nothing I asked either of them was any trouble. A great AUSSIE insurance company to do business with. Thanks so much.
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