Don’t go near this dysfunctional company

Firstly, apart from the initial SA-based sales team if you ever have to make a claim you will be dealing with an overseas call centre. The 'SA-based' SGIC brand is the thinnest of facades and the current owners of the brand are trashing what was once a respected name. The reports of terrible experiences found elsewhere here are consistent with our disastrous experience. Their systems are hopelessly dysfunctional and, as mentioned by others, seems to be based on forcing unfortunate OS call centre staff to wear people down through sheer frustration so that customers give up when repeatedly no level of competent service or alternative to escape their spiral of ineffective non-action is provided.
From our experience:
You will never deal with the same person twice; you will have to explain the same thing over and over, in our case more than a dozen times; you will deal with unfortunate OS call centre staff who are thrown to the wolves with inadequate resources or power to resolve things (the company should be ashamed of the way these staff are used to avoid Australian senior staff having any contact with super-frustrated customers) ; you will not get replies to emails; you will wait to talk to people who have are not equipped to understand the case even though it has been written, drawn and explained a dozen times; if you demand to be sent something in writing it may be a text with a completely irrelevant link; you will be given contradictory advice that the staff cannot provide any backup explanation for - even after being put on hold for 10 minutes; you will not find an obvious way to talk to anyone with any capacity to get you off their exhausting call centre treadmill - Australian-based staff seem protected by the system at all costs so their call centre staff must face the music; you may get told to that your claim is finally resolved after 4 months and told to take it to an SGIC approved crash repairer and spend the time to do so; you may then be told the opposite based on a so-called new review finding that there was a breach of traffic light road rules - in an incident on an isolated country road with no traffic lights for miles around; you may then be told to provide the basic details of the incident again - approaching 5 months after the original claim; this reviewer may then send you a non-sensical letter that argues the original ‘not at fault’ decision no longer stands but does not even mention the fact a irrelevant traffic light rule was cited as the reason for the reversal of your country road incident decision; the letter may say that you have a week to contact the reviewer directly if there are any issues but where the phone number is meant to be is only xxx’s; so you may call the other overseas call centre number which answers as ‘welcome to RACV’ even though you are insured by SGIC; so you may then resort to email and the only reply you get before their deadline is an autoreply saying “thanks for your recent claim”; you may never feel so disappointed in an Australian company; you will feel very sad for the few remaining staff left in the original SGIC Adelaide office who must read these reports of what happens when the SA customers they sign up ever need to make a claim...

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