Protect Yourself from Insurance Scams

Insurance scams can be presented in many ways and may be easily mistaken for regular communication from Youi. We urge you to be aware of scams and to report any suspicious behaviour to us.

Keeping an eye out for scams

Scams can appear to be from legitimate businesses and may be received by email, text message, or phone call. It can be hard to determine if something is a scam or not, but some telltale signs may be:

Receiving text messages or emails from Youi that are inconsistent with any previous messages.
Poor grammar or spelling in the sender address, subject line or body of emails and texts – even if a single character is wrong. Some scams are identical to how legitimate messages appear, which is hard to catch so be wary.
Urgent messages for help or requests for personal details – it could be credit card or bank account numbers, PIN numbers or personal passwords.
Links sent via email or text that look different from what you have previously received from Youi. Some scams are very good at making links appear legitimate, so always be vigilant.
Your computer may act differently or autonomously – it may open websites automatically that you don’t visit, for example.
Someone over the phone asks you to move money between bank accounts.
Someone on a call suggesting that your accounts have been hacked.

Claims excess calls

When a claim is accepted by us, your claims excess may be paid directly to Youi, deducted from a cash settlement or paid to a Youi authorised service provider. You will receive confirmation and details of these payments directly from Youi.

If you are making a direct payment to Youi, we may call you to obtain information for your excess payment. We’ll ask for credit card or bank details over the phone for a one-off payment or to set up installment payments.

For an excess payment, we will never request any of these details through a link sent via email or text. We may send a link via text or email to complete a quick payment if you have missed one on your premium.

If you do receive an email or text message with a link requesting a claims excess payment or the message appears suspicious, please let us know as it may be a scam.

Insurance refund calls

You may get a call from us directly about an insurance refund. We may need to verify some personal details so we can confirm that we’re speaking with the right customer.

What we'll never ask for is:

Your card’s CVV or CCV number
For you to provide your banking details in response to an SMS or email. We may send you a link, but it's important to verify that it takes you to a youi.com.au address
Ask you to pay through any form of gift card.
We will never ask for security details associated with your account via email.

If you don’t want to give your information for verification immediately, you can call us back using Youi’s official telephone number on our website and speak to a team member at Youi, or you can process your refund by logging into your policy and completing a cancellation request form online.

How to protect yourself from scams

While scams can feel daunting, there are some simple tips and tricks to help protect yourself:

Be wary of any email addresses or text messages you don’t know or trust.
Don’t click on a link in an email or text message that seems unfamiliar or suspicious.
Never give personal login details to another person or company.
Anti-virus software can be helpful in detecting or deterring any potential scams and scans any links, programs or files before you access them.
If in doubt, call Youi directly on 1300 059 411 and speak to a team member.

Suspicious of an email, text or call? Let us know

If you receive any form of message or phone call that appears to be sent by Youi and seems suspicious, get in touch with us.

Forward any emails or fraudulent information to us at fraud@youi.com.au.

If you feel you have responded to a fraudulent or scam email or have been a victim of fraud, call us immediately on 1300 059 411.