Insurance is more than a contract or a policy number.
Insurance is built on trust.
Trust that we’ll be there when you need us most.
Trust that we’ll honour our commitments.
Trust that we’ll do what we can to provide you with a seamless and transparent experience in the unfortunate event that you need to make a claim. This is where the rubber hits the road and where consumer trust is earned – or lost.
While most claims are resolved without issue, Youi has dedicated teams to deal with instances where a customer considers us to have missed the mark. On occasions, despite our best efforts, we also recognise that an external and independent opinion, such as that of the Ombudsman, may be needed to resolve a situation fairly.
The Ombudsman Claims Complaints Scores for Home and Motor (the Scores) track the number of times the Ombudsman was involved in ensuring a fair resolution. Why? Because at Youi, we don’t just talk about how important claims handling is – we measure it.
We do this because we believe every customer – and every interaction with us – matters. These Scores help keep us to a higher standard.
We’ve committed to sharing these Scores with you, publicly, because we believe in clear, accessible information that empowers you to make the best decisions about your insurance provider. If you’re shopping for insurance, you deserve to know how insurers perform when it comes to the most important stage of the customer experience – claims handling.
With better information, consumers can make better decisions.
Do we perform better than our peers? We don’t know. The data simply isn’t as readily available or as transparent as we think it should be. What we do know is that we’re committed to improvement and being open and honest about where we stand.
How it’s calculated
We calculate each score using the number of new home- and motor-claims related complaints that we‘ve recorded as being registered with the Australian Financial Complaints Authority, about us, in the last 6 completed calendar months.
Then, we track how many occur for every 1,000 home and motor claims finalised over the same period.
A lower score suggests fewer escalations and potentially smoother claims resolution.
A higher score indicates that customers are seeking Ombudsman advice for a fair outcome more often.
The nitty gritty about the ScoresThe formulas used to calculate the Ombudsman Claims Complaints per 1,000 Claims Score for both motor & home respectively are as follows, rounded to one decimal place: (Home Claims Complaints / Home Claims) x 1,000 and (Motor Claims Complaints / Motor Claims) x 1,000. These formulas are calculated on the number of new home & motor claims-related complaints that Youi Pty Ltd (Youi) has recorded as being registered with the Ombudsman (the Australian Financial Complaints Authority (“AFCA”)) about Youi in the last 6 completed calendar months (Relevant Period) (Home Claims Complaints and Motor Claims Complaints, respectively). The scores are updated by the 7th working day of every month. Youi considers this information accurate, noting however it has been manually entered, and no independent verification of the data has been made. AFCA is an independent complaints resolution scheme that resolves complaints without endorsing any financial firm or its products/services. Youi’s complaints data is separate from AFCA's annual complaints statistics. Youi makes no representation or warranty of any kind of the accuracy, adequacy, reliability, or completeness of the data used to calculate either score. Youi accepts no liability for any loss or damage of any kind suffered as a result of the use of or reliance on either score. The scores and related information are provided for general informational purposes only. Finalised means no monetary amounts are outstanding. Home Claim/s means all claims made under the Youi Home & Contents Insurance PDS at any time and which are first Finalised during the Relevant Period. For clarity, where a single claim has been brought in relation to both building and contents coverage, the claim will be included as a claim once all aspects of both the building and contents portion of the claim are first Finalised. This is to ensure the claim is only recorded once in the data. Motor Claim/s means all claims made under any of the following Youi PDSs: Car Insurance, Motorcycle Insurance and Caravan & Trailer Insurance (excluding requests made to Youi Roadside Assistance) at any time and which are first Finalised during the Relevant Period.