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Youi complaints saga continues

MORE former Youi employees have come forward talking about the insurance giant's sales culture.

But several of Youi's customers have come out in the Sunshine Coast-based business's defence on the Sunshine Coast Daily's Facebook page.

Garth Hoolihan said he had "multiple policies and never had a hassle".

"As a Coast local I'm grateful they are offering a large and increasing number of reasonably paid jobs to people here," he said.

Julie Binnie also had multiple policies and "never had a problem".

Youi's head of service quality Trevor Devitt reiterated the practices described were "not part of our process and compliance framework".

"Neither do they align with our service ethic and core values," he said.

"Where employees choose to work outside the ambit of any of these, we act decisively and deal with it appropriately."

And he also asked customers who have concerns to get in touch as they "welcome the opportunity to rectify the issues".

But complaints from former employees continue to surface.

One former employee, who asked to remain anonymous, detailed how the retention department's salary structure was geared around keeping people in the system who had merely phoned for a quote and had given their credit card details.

"I dealt with the same customer complaints that the story (in the Daily) featured on a daily basis," she said.

"The department rewarded people on how many policies they could retain."

The alleged tactics started with the sales department who used to advise customers they needed their credit card details for a simple quote.

"The department would tell the customer if they didn't want to go ahead with the quote, they could simply call and cancel it and it wouldn't be billed.

"But sometimes the policy would start even though the customer would call through to us, the retention department, to cancel."

It would then normally take up to 10 business days before a customer would get a refund.

"I used to get them phoning from Woolies or at a till somewhere because they didn't have money in their account and I would try and process the refund quicker."

She said there was a "disciplinary matrix", but the process wasn't followed closely.

"Our PBS (performance-based system) was based on how many policies we would keep," she said.

"If a person cancelled a policy, we would lose money, regardless of the reason for cancellation."

Her employment was terminated by the company three years ago and she was saddened to hear the same processes still appeared to be happening.

Another former employee said the article only "scratched the surface of what goes on there" and a group of ex-employees would be happy to provide more details.

Meanwhile, the insider who provided a lot of background to the original article, said "managers are out for blood trying to find out who the whistleblowers are".

An Australian Securities and Investments Commission spokesman has confirmed the regulator was "aware" of the New Zealand issues with Youi and "we were able to make our own inquiries", but would not comment on where that would lead.



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