Youi complaint?

Do you have a dispute or a bad customer experience with Youi? Report it through our website to maximize the chance of getting it resolved.

We help you write an effective complaint in minutes. Our AI models are trained on thousands of effective complaint letters. Then we push it through emails, social media, paper complaint letters and other tools at our disposal. And you are not alone: our helpful community is there for advice.

Youi customer service is on 13 9684 (13 YOUI), its general enquiries line, and by email at info@youi.com.au. Complaints go through the form on the Youi complaints page or the complaints email address shown at the top of this page. Have your policy or claim number ready, and for a claim, the date of the incident and any photos.

Policy or claim problem? Start your complaint here and we push it out to Youi by email, social media and printed letters.

If Youi declines a claim, ask for the decision and the reasons in writing, with the part of the policy wording it relies on, and compare that with the Product Disclosure Statement and certificate of insurance that applied on the date of the loss. Gather anything that answers those reasons, such as photos, quotes and repair reports. Then raise a complaint with Youi: an adviser or the Customer Relations Team looks at it first, and you can ask for a review by the Youi Internal Dispute Resolution Service if that does not settle it.

Claim declined on wording you read differently? Our trained AI opens a case for you and keeps coaching: what to reply, when to push and how to escalate if nothing happens.

To cancel a Youi policy, call 13 9684 with your policy number and the date you want cover to end, and ask for written confirmation of the cancellation and of any refund of premium. Whether part of the premium comes back depends on the policy terms, so check the Product Disclosure Statement first. Keep the confirmation and watch your account for the refund or for any further direct debit.

Refund of premium not what you expected? Set it out through our complaint process and we help you write it in minutes against the policy terms.

Yes. Youi Pty Ltd is a member of the Australian Financial Complaints Authority (AFCA), which helps consumers and small businesses in Australia resolve complaints about financial firms, including insurers. AFCA generally expects Youi to have had the chance to put things right first, so keep a record of every call, email and claim decision.

Other Youi policyholders facing the same decision can back your case up, and we put your complaint alongside theirs.

Be careful. Youi says it never asks for card numbers, bank details, PINs or passwords through a link sent by email or text, including for an excess payment, and never asks you to pay with a gift card. A message that asks for any of these is a warning sign, not something to act on.

Nothing has been reported about Youi here yet. Our research shows what typically goes wrong at direct general insurers: claims declined or settled below the repair or replacement cost, slow assessments and repairs, premiums that rise sharply at renewal, refunds after cancelling a policy, and cover or excess terms that policyholders did not expect.

Premium jumped at renewal or a claim settled short? Be the first to report it: your case opens the record for the next Youi policyholder weighing up the same decision.

Your complaint gets its own public page on Complain.biz and we get to work: we bring it to the attention of Youi through emails, social media, paper complaint letters and other tools at our disposal.

And we stay with it after you file. Our trained AI opens a case file for you and keeps coaching: what to reply, when to push again, and how to escalate if nothing happens.

Yes. We have an active community of consumers, and complaints here are public: people who ran into the same problem with Youi can give you advice or back you up with their own story. A complaint with a community behind it is much harder to overlook.