Vero レビュー 59

I'm with other people here who say this is the worst customer experience of their life. I was hit by an uninsured driver 5 weeks ago and it took two weeks and repeated long phone calls for Vero/AMP to even have my car towed to a repairer - which I had to organise. I have been repeatedly told conflicting things, spent countless hours on the phone to different departments and reps, who all say they understand and then go and do the exact opposite of what I've been asking them to do. They have now told me my vehicle is a write off despite not having a market value of the car.

In every conversation I have been clear and have never lost my temper despite their staff laughing at me when I explain how awful this process has been. Beyond frustrating, unprofessional and a mystery to me how this company is allowed to operate.

It has been six month that they approved my car repair but so far only performed part of the work approved. They took 3 months just to create a document required by IFSO.
I changed address and informed them, they never confirmed the change of address despite several follow ups.

My husband and I are currently going through a very difficult situation with Vero Insurance. We recently had an accident, and despite providing sufficient evidence, our claim was declined based on assumptions that we believe are incorrect. We feel that our evidence was not properly considered. Unfortunately, this has been a very disappointing experience, and I would not recommend this company

If you’re insured with Vero Insurance, you might as well consider yourself uninsured. Save yourself the frustration and look elsewhere.

After recently having an accident where my vehicle was written off, I assumed that was exactly the kind of situation insurance is meant for. Apparently not. The claim was declined because the house my car hit supposedly didn’t suffer enough damage — therefore, according to them, the accident must not have happened.

Interestingly, my neighbour and I both have photos and videos clearly showing the accident took place, but that didn’t seem to matter. It’s impressive how creative the excuses can get when it comes to avoiding a payout.

Overall, a very disappointing and frustrating experience. If you enjoy paying for insurance that finds reasons not to cover you, this might be the perfect company for you.

Keep well away it’s just another Chinese cheap clothing company that send things out that properly cost about £2 charge £120 you complain they give you £35 back ?. Don’t know how they still getting away with it, stay well away and go shopping in shops

DO NOT BUY ANYTHING UNDER THE NAME “Lucia Vero” they are a scam website!! Products are not as described online and are super cheap!! I went to go request a refund and return the product and it forwarded me to a hacking website!!! I know I am never getting a return! Please save your money!!

With Vero for every insurance from last 4 plus years, recently has an crash and they decline my claim. Decline all the Policies leaving my home un insured with Mortgage. So unhelpful staff, when i ask them to issue deadlock letter so i can go to ombudsman, they came back to me saying your claim is still under review with CRC team, if claim is under review why on this earth you cancelled all my other insurances, because there decline it is extremely getting hard to get insurance now. Never go to them . They are the worst company to deal with.

Do NOT get their roadside assistance, it is a scam that ends up meaning you fork out more money than you get in return.

It does not cover towing (I was forced to pay for this myself). I provided a tyre which they deemed unacceptable despite it being the same model, this meant they refused to tow.

Awful company

I am with everyone else here, and thinking that Vero is the absolute worst Insurance experience of my life. I’ve never struck such indifference to a claim and such utter incompetence. I am astounded that ANZ recommend them and that they are the insurance company that I insured through my Internet banking with. I will be cancelling all my policies with them and moving to another company. Incompetence doesn’t even begin to describe them. They are just utterly indifferent and will do anything to say they can’t help. Just awful. Avoid like the plague.

Avoid this company. After storm damage it’s an on going battle to get paid out. Then they only want to pay less that it costs. Absolutely dreadful company to deal with.

Very poor customer support from when our car was deemed a write off. Even after they canceled the policy and paid our finance on the car they kept taking payments out many phone calls later and 6 weeks wait for it to sorted out fully.

I purchased the car at Nissan of Vero beach and I wasn’t very happy. I went to the one in Fort Pierce bang all done great experience.

I had my car insured with Vero and had the policy for years without issue. When it came to a accident that the other party caused and i had to make a claim is when the headache started. Car was written off because of the cost of the repair, never saw the repair quote but it was claimed that the repair would cost 13k for a car worth 10k. I had to follow up every time, never was the one being called after i started the claim. When they incorrectly entered my account number for the settlement i had to wait an additional 2 days because of it which left me without a car for even longer. No sense of urgency for their Claims Team to follow up with the liable party to get my excess back. Not to mention that i was paid someone else's claim and i was on the phone for 50 minutes, transferred to 4 different places, spoke to 5 different people then they finally figured out that i was paid someone else's settlement. Unfortunately i don't think i talked with a single native English speaker. I feel like there call centre is outsourced to a different country. One of the representatives i felt wasn't truly listen to me talk about this extra money that i have received that clearly wasn't intended for me so at that point i asked to talk to someone else. Almost like they were following a script. I will always warn people away from Vero now that i have experienced the truth and heard from others that have as well.

This has been the most appalling customer service experience I’ve ever had with any company—let alone an insurance provider.

I lodged a claim for damage to the fixed glass roof of my Tesla. What followed was a chaotic, exhausting ordeal that exposed Vero’s complete lack of professionalism and internal coherence.

I was passed from the windscreen department to multiple insurance providers. Some told me there was no excess, others quoted anywhere from $500 to $1,250. The explanations were inconsistent and often absurd—some claimed the glass roof was a sunroof (it’s not, it doesn’t open), while others correctly identified it as part of the windscreen. No one could give a definitive answer.

Worse still, I was hung up on over 20 times, often after being on hold for extended periods. The moment staff realised the case was complex—due to their own internal confusion—they bailed. Every call added more incorrect notes to the system, making the situation increasingly convoluted and unmanageable.

Eventually, I spoke with Courtney, who was the only competent person I encountered. She confirmed—after checking with the underwriter—that I was correct: the fixed glass roof was covered under the excess-free glass benefit. She confirmed this in writing. That should have been the end of it.

But now, Vero has reversed that decision and is demanding payment. This is despite their own written confirmation that no excess was payable. To make matters worse, it appears they’ve changed the wording of the policy since my claim was lodged—an extremely concerning move that raises serious questions about transparency and ethics.

Their behaviour is not just unprofessional—it may be unlawful. Under New Zealand’s Fair Trading Act and the Insurance Law Reform Act, insurers are required to act in good faith and honour representations made by their staff. Vero has failed on every count.

I’ve lost over 40 hours of my time, endured harassment, and been treated with contempt. This has cost me thousands in lost time and stress. I will be escalating this to the Insurance & Financial Services Ombudsman and seeking legal advice.

Avoid Vero at all costs. Their service is aggressive, misleading, and utterly untrustworthy. They are not fit to operate in the insurance industry.

I would absolutely give 0 stars if possible. My car got rearended and got towed in. 2 weeks since then and their "approved" panel beater has been sitting on it without even an assessment. Its the same script all the time, "we will look into it" with a different agent each time.

Trash. Impossible to get a response and have been waiting over a month and counting for a cash settlement that was already approved.

One of the worst insurance, I wish there was a star below one, they given my car to someone while it was sent for repairs at their yard and after a month of following up they asked me to report my car stolen, and now it’s been four months and counting and I still haven’t got my car back or got any answers from AMP or Vero insurance, I’m still paying for premium and car payments. Their customer service is terrible they have not given me a clear answer, I been having to make arrangements to get to work everyday they would not offer me a courtesy car either. They would not take ownership for their actions and resolve this. I would not recommend this insurance to anyone.

Just look at the reviews below - the only 5 star ones are talking about yummy food in England...

For Reference Vero lost a case in the High Court in New Zealand in 2019 relating to refusing to provide a hire car to a not at fault third party that had been left with out a vehicle after an accident caused by their insured.

Unfortunately I am now in the same position, although they have already lost a case in the courts here for this they are refusing to help with transport in the interim till settlement.

They have stated that this is due to "depreciation" and their policy but have so far refused to even provide the policy wording. I suspect that is because policy wording to the effect that contradicts a court ruling is unlikely to have actually been put on paper by their legal team and this "policy" is in fact their customer service team talking out their a** .

Had a similar situation with tower a while back and they were comparably brilliant. More that 2 weeks with out a vehicle and my work place is 40km away, I could not advise more strongly not to not do business with Vero they will fight you tooth and nail and only care about keeping as much of your money as they possibly can.

Missing half the ingredients on waffle, just white dust ontop, latte was leaking through the cap and spilled all over the rest of the bag and now my floor. How hard is it to put the correct items on the correct food? The latte spill was due to negligence by the driver.

My Vehicle was written off. In 50 days Vero have not made a single phone call to me or made any other forms of contact.
Every time i ring i get 3 different stories and a representative promising to call back with an answer shortly, which they never do.
one of the stories is that its with a valuer waiting to be valued, I rang the valuer it was with and they have no request for the vehicle.
I have cover for a loan vehicle but they still haven't organised that either, in 50 days, Appalling.