1,568 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- Strict Underwriting/Exclusions: Several potential customers were refused cover based on outdated flood maps or specific property features, while others found significant "general exclusions" only after attempting to claim.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.
Anna was exceptional today. She was extremely helpful and gave in depth knowledge of our current policy & a better understanding. I was able to secure a reduction on our annual premium. Anna also highlighted another savings on another policy that gave us a refund. Thank you Anna.
I phoned and explained that I was shopping around for best price Home & Contents, the rep I spoke with was great, excellent service. Their quote, apples for apples, was $900 more than Budget Direct was asking however, so I went there instead. I think Youi are out of touch with the market.
I was shopping around for home and contents insurance and completed Youi’s online quote form, answering all of the required questions. Instead of receiving a quote at the end, I was told someone would call me back. The callback came promptly, and the representative was polite. However, I was then asked to repeat many of the same questions I had… Read more
already answered online, along with several additional personal questions. I explained that I was simply comparing insurance options and wasn’t ready to purchase a policy, but the requests for personal information kept coming, despite much of it seeming unnecessary just to provide an indicative quote.
For me, the purpose of an online quote is to get it online! If a company can’t provide an indicative premium based on the information collected through its own online form, then I’ll simply look elsewhere.
Reviews with attachments
Since making the switch I couldn’t be happier. More coverage and less $$
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
Nice customer service – Spoke to Nat what a lovely guy, very pleasant & helpful thanks so much
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.
- +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!
Latest follow-ups
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… Read more
at anytime during the process of getting my quote. If you have ever seen a Youi ad on tv this 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.
Follow-up · Product Review has requested that I do an update on my original review. They have asked me to address the following questions- 1. Did contact stop after? Unfortunately the constant,rude phone calls did not cease until sometime after, I blocked the emails and messages but there were a lot of consecutive phone numbers. I have a lot of blocked… Read more
Recently updated my policy to take optional cover against fire for my house and contents. The advisor explained everything in detail and I now have peace of mind. Great product at a fair price.
Follow-up · Still good and rates competitive
Sorry, no deal! – Did an online quote and after filling out all the details you then have to ring them to get a price! Spoke to a nice guy on the phone, who then proceeded to ask all the questions I had already answered on the quote! After twenty minutes he finally… Read more
gave me a price three times the amount of my current renewal! You're joking surely??? No, great product and would I like to sign now? No, sorry. I am annoyed that they use the online quote tool as a marketing ploy! Never again will I even contemplate Youi!
Follow-up · Did another on line quote for car insurance. Same deal - get to the end and you have to get a phone call for the price! The guy rang and I explained if I wanted to talk to someone I would have rung them! An online quote is supposed to be online! I hung up, and later that afternoon, surprise, I got an email with a price. As before, the price was outrageously high, and was disregarded. Will no longer deal with this dishonest lot!
Positive reviews
Am blown away with the savings that Youi have been able to offer me on our monthly house insurance - saving ourselves over $100 a month! My new policy matches my old one but saves me almost $1200 a year! You don't knock back an offer like that!
Find out how Youi Home and Contents compares to other Home and Contents Insurance
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I rang to change some minor details within our policy. Keele was able to make the changes and at the same time asked if we would like to save some money on the premium. Keele was able to get $100 off the new premium without compromising our cover. Fantastic Youi
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
Negative reviews
Terrible, over 18months since a tree fell on our house and still not fixed. They claim to be customer focused but this couldn’t be further from the truth. The whole process has been a shambles. Show details
I did an online quote with Youi for Home and Contents insurance but there was no quote, just a page saying someone will ring you shortly. After getting a call back and all went good. He wanted to sign me up then but I stated that I have only just started getting quotes. He wanted to ring me the next day but I said no still looking and to ring… Read more
me the following Yuesday afternoon. Well it's now Sunday and I've had mostly 2 calls everyday from them. The first call I said I told you Tuesday but he still keeps ringing. And the emails . . Wow, I've had so many that I had to block them. Still not sure who to go with but all this hassling is putting me off Youi
Firstly, when trying to complete an online quote you are forced to speak to someone to complete it (and you have to go through all the details you’ve already plugged in which is extremely frustrating). The quote came in over double the price of my renewal (by a reputable insurer)… not even close. The rep literally couldn’t get off the phone quick enough when he knew there was nothing they could do. Don’t expect I’ll hear from them!
Recent reviews
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.
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
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.
Find out how Youi Home and Contents compares to other Home and Contents Insurance
Know better, choose better.
$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 ::))
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.
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.
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??!!
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
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)
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
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