Toyota Motor Vehicle Insurance

Terrible experience with ADICA Insurance (Toyota Insurance). From what felt like intimidation during the claims process to delays and inconsistent communication, the whole experience was extremely frustrating. I had to lodge a complaint to have an issue properly reviewed, and even after receiving a response, I was left chasing further answers… Read more

regarding related repairs. Customer service was disappointing, and I did not feel supported throughout the claim. Based on my experience, I would strongly recommend looking elsewhere for insurance coverage. One star is more than generous. Beware

My time with Toyota insurance is one of the best customer service experiences I have ever had. My father died on the same day that my car was stolen so I was in a terrible state. I contacted the insurance company and from the very first call to receiving my replacement car, every interaction was of the highest quality. The personal phone calls,… Read more ·  1

the constant updates, the professionalism and kindness shown was something I did not expect and was blown away by. I am very cynical about insurance, mainly because I have never made a claim. I assume I will get shafted but this experience has completely changed my attitude. When I picked up my new car and they asked if I wanted to renew insurance, I could not pick up the pen fast enough to sign. I am so grateful for the service I received and the result and I can not thank you enough. I tell this story to everyone I meet and encourage everyone to purchase insurance through Toyota if they get the chance. Excellent job, 11 out of 10.

Very disappointed with our claim process. I was struck by another driver on the backend of my car coming out of an intersection. The other driver driving recklessly was over the other side of the road as they had cut the corner moving too fast.… Read more

Photos from the accident showed this clearly. Toyota Insurance from the onset appeared to side with the other driver. They awarded against myself and held me at fault without any further discussion or investigation. There is no transparency in their process and I was told there was no use complaining as it was already done. After many years as a loyal customer, we are moving to Hyundai and all their associated services. Will be the last Toyota we will purchase. They expect photos and as much detail in the initial digital submission then require a further handwritten and hand drawn diagram - 1990 called and wants their technology back. Save your money and choose a better and more experienced insurer like Youi

I am very impressed with the Toyota brand Everything ran so smoothly and I feel that I have a new car. The staff were so polite and obliging which made a big difference. Now I can drive forward with confidence Oh! What a feeling! Show details ·  1

I had a hit and run damage to the back of my brand new car, it was easy for me to make my claim to Toyota Insurance and I was able to get an assessment and organise repairs very quickly. Booking my car in for repairs took a while as there was only one repairer in my area. The repairer done an excellent job. Show details ·  1

We had been insured with Toyota Insurance for about 4 months when our windscreen was hit by a rock from a passing car. I phoned Toyota, who were extremely helpful, and the whole matter, which required a full windscreen replacement, was settled within an hour, even up to the Toyota team making the appointment for me to have it repaired. I was… Read more ·  1

amazed by the ease of the whole experience, and will not hesitate to recommend them to anyone needing car insurance.

Terrible service would never use them again. My car came back with the spare tyre missing from my boot, my left window faulty, my number plate still dinged, paint scratches still on the back of my car and the boot won’t lock and this is apparently repaired. Get real. It also took almost four months to do a simple repair. My fees should be fully… Read more

waived. The customer service was disappointing and a joke. Especially from [Name Removed] the service manager at Toyota north lakes. I’d never use their services again.

Bad Customer Relations Service, NOT related to damages... TWELVE DAYS ago the company that looks after Toyota's Motor Vehicle Insurance failed to process my monthly instalment and ONLY TODAY notified me of this, giving me LESS THAN 24 HOURS to make sure there was enough money in my account TOMORROW, when they would process the instalment… Read more

belatedly. When I rang them to STOP that payment, I was told they COULD NOT DO THAT and that they had to wait until the BANK DISHONOURED THE PAYMENT, before they could come up with another solution! I have NOT had a DISHONOURED TRANSACTION in at least the LAST FEW DECADES!!! THEY made the ERROR, not me. THE LEAST they could have done is give sufficient time AFTER NOTIFYING me to allow for the funds to be in the bank. When I said that was unacceptable, I was told I could lodge a formal complaint and they would deal with that in A DAY OR TWO. Request to speak with the "supervisor" were met with "they are in a meeting"! Also, the email confirmation of our telephone discussion that I asked for, including an description of the issue at hand, has - so far - not been received by me. I have never had to use my insurance, and after today's incredible LACK OF CONCERN and SUPPORT I hope never to have to deal with them for damage(s) to my car.

I chose Toyota Adica because of its "Replace for New" policy, believing it would provide peace of mind if my new car was ever written off. Unfortunately, my experience left me deeply disappointed. My claim arose after an accident that I believed I was not at fault for (which Adica disagreed with). I found the claims process stressful and… Read more

frustrating, particularly because I disagreed with how liability was assessed.

The biggest disappointment was the way the "Replace for New" benefit applied in my circumstances. My vehicle's make and model was discontinued after a year+ after I took delivery of it, something that was completely outside my control. As a result, the policy applied differently than I had expected, and the policy states I was only entitled to a replacement vehicle up to original purchase price of my vehicle rather than an equivalent new replacement. With the significant increase in vehicle prices since I purchased my car, that amount was not enough for me to replace it with a comparable new vehicle or even the cheaper model without paying more for the replacement. For me, this defeated the purpose of paying for "Replace for New" cover.

I was also extremely disappointed that I wasn't given the opportunity to collect my personal belongings before the vehicle was disposed of. Losing those items was upsetting enough, but I also found it frustrating that compensation for them was based on prices they found rather than what I had originally paid. Of course prices of the items purchased through online retailers would be cheaper than if you had purchased and installed through Toyota.

Overall, I felt let down by both the policy and the claims experience. Based on my experience, I would not purchase this policy again and would not recommend it to others.

The worst insurance company I have dealt with. Poor communication is generous. if you like chasing things up yourself. Use Toyota insurance. If you don’t want your vehicle back in a reasonable time period , use Toyota insurance. Show details

During the phone call with the representative from the Toyota insurance company, I was informed that the excess I paid would not be reimbursed, even if the other party is found to be at fault. This is difficult to justify, as I do not believe I was at fault and was required to pay the excess due to the insurer’s failure to resolve the matter over a four-month period. Show details

Extremely Disappointing Claims Experience. If I could give -0 stars, I would I would strongly caution anyone considering this insurer to carefully review their options before purchasing a policy. I am currently in the middle of a claim, and the level of service I have received has been extremely disappointing. The waiting times are excessive, yet… Read more

I have repeatedly been told they are "reasonable." I was advised that it could take up to three weeks just to have my vehicle booked in for repairs, which is difficult to accept, particularly when I am not the at-fault driver. One of the first things I was told after lodging my claim was that I would be required to pay an excess of $1,350. This was despite providing a detailed incident report, photographs, and diagrams that clearly supported my account of the accident and demonstrated that I was not at fault. I was then informed that the other driver would be given up to three months to respond with their own statement and supporting information before liability could be determined. In the meantime, I would remain out of pocket for the excess. What I found particularly frustrating was the suggestion that the other driver could simply dispute liability regardless of the evidence already provided. This gave the impression that my evidence carried little weight and that I was being treated with unnecessary scepticism despite being a paying customer. The handling of information gathering was equally disappointing. The other driver was aggressive and confrontational at the scene, to the extent that police assistance was required. Despite being informed of this, I was asked whether I had the other driver's phone number, as though I should be responsible for collecting information that I pay my insurer to obtain as part of the claims process. Throughout my dealings with the company, the term "reasonable" has been used repeatedly to justify lengthy delays and poor communication. When I lodged a formal complaint, I was informed that it was "reasonable" to wait up to 30 days for a response from the complaints department. I also requested to speak directly with the person managing my claim but was told they were unavailable and was redirected to another representative. Overall, my experience has been that customer service is prioritised when premiums are being collected, but when a claim is made, the process becomes unnecessarily difficult, slow, and frustrating. Prior to this policy, I was insured with NRMA for many years and had consistently positive experiences. I only moved to Toyota Insurance based on recommendations provided at the time of purchasing my vehicle. Unfortunately, my experience has not reflected those recommendations. In contrast, my previous insurer never required me to chase information from the other driver, repairs were organised far more quickly, complaints were acknowledged promptly, and the claims process was significantly more straightforward and customer-focused. Once this claim is resolved, I will be returning to NRMA. Based on my experience, I would not recommend Toyota Insurance to others.

They tried to get me accept a cash payout for repairs when their customer was 100% at fault (hit my parked car), dragged the claim for months and only caved when legal got involved. Show details

To better service me in the future, I would appreciate regular updates regarding the progress of my claim and proactive follow-up with the third party on my behalf. Keeping me informed throughout the process would help reduce uncertainty and provide reassurance that my claim is being handled efficiently. I would also appreciate clear communication… Read more

about my insurance coverage, accurate information regarding excess payments, and timely assistance from knowledgeable staff. Better coordination between the insurance company, customers, and third parties would greatly improve the overall claims experience. Thank you for taking my feedback into consideration.

Called Toyota Insurance on 1300 658 027 (number on my policy). While on hold, I was directed to make a claim at insurance.toyota.com.au/claims, but the website is showing an error. Pretty poor from a major insurer. Show details

Toyota Insurance were great processing the claim but could have been more proactive dealing with repairer who took 7 weeks to repair the car. The Toyota app showed they worked on it for 3 days only! Show details ·  1

My car was a total loss and the staff members I dealt with made the whole process as stress free as they could from when I submitted my claim to the best outcome for me. I would definitely recommend them to my family and friends Show details ·  1