Youi’s 13 YOUI line handles everything from policy questions to claims, but unlike its 24/7 claims service, general support follows a strict weekday schedule—and using the wrong number means waiting until operating hours. This guide brings together every Youi Insurance phone number you’ll ever need—general enquiries, roadside assistance, claims, international lines, and the support services that don’t always get mentioned upfront. Everything here comes from Youi’s official contact pages and verified sources.
Main contact number: 13 YOUI (9684) · International callers: +61 7 3719 4800 · Roadside assistance: 13 11 17 · Financial hardship line: 1300 533 700
Quick snapshot
- 13 YOUI (13 9684) for general enquiries (Youi Insurance Official Contact Page)
- Roadside 13 11 17 available 24/7 (National Cover)
- Sales teams operate Mon–Fri 7:00am–10:30pm AEST, Sat 7:00am–8:30pm AEST (Youi Insurance Official Contact Page)
- Whether Youi publishes state-specific regional contact numbers for NSW, QLD, or Victoria
- Current support arrangements for New Zealand policyholders following the Tower acquisition
- Exact per-use fees for roadside callouts beyond the two free annual callouts
- Recent: Tower completed acquisition of Youi’s New Zealand insurance portfolio
- Ongoing: Claims lodgement available 24/7; roadside callouts reset annually on policy renewal date
- NZ policyholders should contact Youi directly for existing policy queries while Tower transition progresses
- Youi continues to operate its Australian business with no changes to domestic contact numbers
The table below consolidates all verified contact details in one place for quick reference.
| Contact type | Details |
|---|---|
| Company | Youi Insurance |
| Main customer service | 13 YOUI (13 9684) |
| International callers | +61 7 3719 4800 |
| Roadside assistance | 13 11 17 (free with comprehensive cover) |
| Priority Assistance (hardship) | 1300 533 700 |
| Website | www.youi.com.au |
| info@youi.com.au | |
| Head office | 2 Smart Drive, Sippy Downs, Queensland 4556 |
| NZ Status | Portfolio sold to Tower |
| Trustpilot rating | 4.7/5 |
What’s the phone number for Youi?
For general enquiries, policy questions, or account updates, the main number to call is 13 YOUI (13 9684). This number connects you with Youi’s sales and service teams, which operate Monday to Friday from 7:00am to 10:30pm AEST and Saturdays from 7:00am to 8:30pm AEST, according to the Youi Insurance Official Contact Page.
General enquiries
Beyond the main 13 YOUI number, Youi offers several specialised contact paths depending on your needs. If you’re calling from overseas, you can reach their team on +61 7 3719 4800 (Youi Insurance Claims Page). For written enquiries, the general email address is info@youi.com.au. You can also request a callback through Youi’s website—during operating hours, customers typically receive a callback within minutes.
Youi doesn’t offer a dedicated state-by-state phone network for general enquiries. Whether you’re in Sydney, Brisbane, or Perth, the same 13 YOUI (13 9684) number handles all Australian calls.
Claims and complaints
For claims lodgement, Youi keeps the line open around the clock: claims can be made 24 hours a day, 7 days a week (Youi Insurance Official Contact Page). You can also lodge claims online at www.youi.com.au or via the Youi app without needing to wait on hold. If you’re not satisfied with how your claim has been handled, Youi directs complaints to the Australian Financial Complaints Authority (AFCA) at 1800 931 678, with mailing address GPO Box 3, Melbourne VIC 3001 (Youi Insurance Complaints Handling Page). For privacy-related concerns, the Office of the Australian Information Commissioner (OAIC) can be reached on 1300 363 992.
For South Australian CTP (Compulsory Third Party) policyholders specifically, there’s a dedicated regulator line: 1300 303 558, available 9:00am to 5:00pm Monday to Friday. General AFCA and OAIC numbers serve all other states.
Roadside assistance
If you’re stranded and need help, Youi’s roadside assistance number is 13 11 17—available 24 hours a day, 7 days a week (National Cover). This is a free service included with every comprehensive car and motorcycle insurance policy, with roadside assistance managed by Digicall Assist, Youi’s dedicated roadside partner. Comprehensive policyholders receive two free callouts per year; callouts beyond that incur a per-use fee, though Youi does not publicly publish the excess amount.
Roadside assistance contractors typically arrive within 60 to 90 minutes in metropolitan areas, but Youi doesn’t publicly disclose exact response times for regional or remote locations. Both policy holders and any authorised driver listed on the policy can use this service.
Can I access Youi on my phone?
Yes—Youi offers both a mobile app and an online Client Centre, giving you several digital paths to manage your policy without picking up the phone. The Youi Insurance claims portal allows you to lodge claims, upload documentation, and track claim status at any time.
Youi app features
- Lodge and track insurance claims 24/7
- View policy documents and certificate of insurance
- Update contact details and payment information
- Request roadside assistance directly through the app
- Access digital roadside assistance card
The app is available on the App Store for iOS devices. Both the app and the Youi Client Centre web portal sync with your account, so you can switch between phone and desktop depending on what you’re doing.
Login and mobile support
To log in to Youi’s online services, visit www.youi.com.au and select the Client Centre login option. If you run into issues logging in, the main 13 YOUI (13 9684) number connects you to support staff who can help with account access problems during operating hours.
What this means: digital channels cover most self-service needs, but human support for login issues requires calling during business hours.
What happened to youi insurance in NZ?
Youi’s New Zealand operation underwent a significant change: Tower, a New Zealand-based insurer, completed the acquisition of Youi’s NZ insurance portfolio. This means that Youi no longer writes new business in New Zealand, and existing NZ policyholders have been transitioning to Tower’s coverage.
Tower acquisition details
The acquisition affects customers who held Youi-branded policies in New Zealand. According to the terms of the deal, existing policyholders were notified about the transfer of their policies to Tower. For customers with queries about policies that were part of this transition, Youi’s Australian team may still field some general enquiries, but the primary point of contact for ongoing NZ service is now Tower.
Impact on customers
If you’re a former Youi NZ customer with an existing policy, Youi advises contacting them directly for policy-specific queries while the transition to Tower continues. Youi’s Australian operations—including its phone numbers, app, and roadside assistance—remain unaffected. The main 13 YOUI (13 9684) number continues to serve all Australian customers without change.
Youi has not publicly disclosed specific contact arrangements for NZ customers post-acquisition. If you held a Youi NZ policy and have questions about your coverage, contacting Youi’s Australian team first is the safest starting point.
The pattern: NZ policyholders face uncertainty during the transition, with no clear public roadmap for ongoing support beyond Tower.
Is Youi good at paying claims?
Claims performance is one of the most watched metrics for any insurer, and Youi has attracted both praise and criticism in this area. According to third-party aggregator data from Ajust, Youi holds a 4.7/5 rating on Trustpilot with thousands of positive reviews (Ajust Contact Guide). However, individual experiences vary, and regulatory complaint data is worth examining alongside star ratings.
Claims process overview
Youi allows claims to be lodged in three ways: by phone through the main 13 YOUI number, online at www.youi.com.au, or via the Youi app. Claims lodgement is available around the clock. Once lodged, Youi assigns a claims handler who reviews the circumstances, requests documentation, and makes a assessment. Youi does not publish published target timeframes for claim resolution on its official pages.
Customer feedback
CHOICE, Australia’s consumer advocacy organisation, has published analysis comparing Youi to other insurers on claims handling. While Youi has been recognised for its personalised approach and digital tools, the complaints data submitted to AFCA shows that claim disputes do occur. Customers who wish to escalate beyond Youi’s internal process can contact AFCA at 1800 931 678.
Youi’s digital-first approach—claims via app and web available 24/7—scores well with customers who prefer self-service. But if you want to speak to a human quickly during busy periods, be prepared for potential wait times even on the main 13 YOUI line.
The implication: high Trustpilot ratings mask a minority of complaints, and the lack of published resolution timeframes means customers have no way to set expectations.
Does Youi have a good reputation?
Youi has built a distinctive brand identity in the Australian market, positioning itself around personalised service and flexible cover. But reputation is multi-dimensional—social media sentiment, regulatory complaints, and independent ratings each tell a different part of the story.
Common complaints
Common themes in AFCA complaints and online reviews include claims delays, communication gaps during the assessment process, and disputes over excess amounts. Youi’s own complaints handling page outlines a three-step internal process before escalation to AFCA is recommended. Youi’s complaints handling page notes that most complaints are resolved internally before reaching external dispute resolution.
Ownership and background
Youi is an Australian insurer founded with the tagline “You Insured,” reflecting its focus on individualised cover. The company is headquartered at 2 Smart Drive, Sippy Downs, Queensland 4556, with its postal address at PO Box 849, Buddina, Queensland 4575. Youi is not currently part of OUTsurance, and operates as an independent entity offering car, motorcycle, home, and business insurance. The company has not undergone any public restructuring in its Australian operations.
High Trustpilot ratings can be skewed by motivated reviewers. Independent complaint data from AFCA and CHOICE comparisons provide a fuller picture of what real-world claims experiences look like across the insurer’s full customer base.
Upsides
- Free roadside assistance (2 callouts/year) with comprehensive cover
- Claims lodged 24/7 via app, web, or phone
- 4.7/5 Trustpilot rating with thousands of reviews
- Priority Assistance line (1300 533 700) for vulnerable customers
- Callback request service for avoiding phone queues
- National Relay Service supported for accessibility
Downsides
- Third-party policies do not include roadside assistance
- Youi does not publish excess callout fees publicly
- State-specific regional contact numbers not confirmed
- NZ customers now served by Tower post-acquisition
- No public disclosure of claim resolution timeframes
- Complaints about claims delays appear in AFCA data
How to contact Youi: Step-by-step
Four distinct pathways depending on what you need—pick the one that matches your situation.
General enquiries and policy updates
Call 13 YOUI (13 9684) Monday–Friday 7:00am–10:30pm AEST, or Saturday 7:00am–8:30pm AEST. Alternatively, request a callback through Youi’s website or email info@youi.com.au.
Lodge or track a claim
Go to www.youi.com.au or open the Youi app and select “Make a Claim.” For phone lodgement, call 13 YOUI (13 9684) any time—claims are accepted 24/7. Have your policy number ready.
Roadside assistance emergency
Call 13 11 17 immediately. Stay with your vehicle. Both the policy holder and any authorised driver on the policy can call. Help arrives 24/7, though response times vary outside metro areas.
Financial hardship or complaint escalation
Priority Assistance: call 1300 533 700 or email priorityassist@youi.com. For unresolved complaints: contact AFCA at 1800 931 678 or the OAIC at 1300 363 992 for privacy matters.
Timeline of key Youi contact milestones
| Date / period | Event |
|---|---|
| Ongoing, 24/7 | Claims lodgement available at any time via phone, app, or web |
| Mon–Fri 7:00am–10:30pm AEST | Sales and Service teams handle general enquiries |
| Saturdays 7:00am–8:30pm AEST | Limited Saturday service for policy enquiries |
| Annual renewal date | Two free roadside callouts reset for comprehensive policyholders |
| Recent | Tower completes acquisition of Youi NZ insurance portfolio |
What people say about Youi
“Youi Roadside Assist is a dedicated roadside assistance service for your vehicle, available 24/7, 365 days a year if you hold Youi Comprehensive car or motorcycle insurance.”
— Youi Insurance (Official roadside assistance statement via National Cover)
“You don’t need to search for local mechanics or compare prices while stranded—the service comes to you, and the cost is covered under your comprehensive policy.”
— National Cover roadside assistance guide (Roadside Assistance Guide)
“Youi is an Australian insurer recognised for its personalised customer experience.”
— Ajust insurance information service (Contact Guide)
For anyone holding comprehensive car or motorcycle cover with Youi, the takeaway is concrete: keep 13 11 17 saved in your phone now, before you need it. The two free roadside callouts that come with your policy are worth hundreds of dollars in tow truck fees, and they’re only any good if you actually know the number to call when you’re stranded.
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Australian policyholders frequently consult the official Youi contacts guide official Youi contacts guide for precise claims hours and roadside support details beyond 13 YOUI.
Frequently asked questions
Is Youi an insurance company?
Yes. Youi Insurance is an Australian insurer offering comprehensive car, motorcycle, home, and business insurance products, with integrated roadside assistance included in its comprehensive motor policies.
Is Youi part of OUTsurance?
No. Youi operates as an independent Australian insurer and is not affiliated with OUTsurance. It is headquartered in Sippy Downs, Queensland, and its Australian operations have not changed.
What are common Youi complaints?
Common complaint themes include claims processing delays, disputes over excess amounts, and communication gaps during the assessment process. Youi directs dissatisfied customers to its internal complaints process, with escalation to AFCA (Australian Financial Complaints Authority) at 1800 931 678.
Is Youi Australian owned?
Yes. Youi Insurance is an Australian-owned company headquartered at 2 Smart Drive, Sippy Downs, Queensland 4556. It is not a subsidiary of a foreign parent company in its Australian operations.
Youi insurance phone number NSW?
Youi does not publish a dedicated phone number for New South Wales specifically. All Australian general enquiries are handled through the single national number: 13 YOUI (13 9684).
Youi insurance claims phone number?
You can lodge claims by calling 13 YOUI (13 9684) any time, 24 hours a day, 7 days a week. Claims can also be lodged online at www.youi.com.au or via the Youi app without waiting on hold.
Youi phone number QLD?
Youi does not operate state-specific phone lines for Queensland. All Queensland customers use the same national 13 YOUI (13 9684) number for general enquiries. Youi’s head office is physically located in Sippy Downs, Queensland.
What happened to Youi insurance in NZ?
Tower, a New Zealand-based insurer, completed the acquisition of Youi’s New Zealand insurance portfolio. Youi no longer writes new business in New Zealand, and existing NZ policyholders are being served by Tower under the terms of the transition agreement.
Customers who follow these contact pathways save time and avoid frustration—calling the right number for your specific need means faster resolution whether you’re lodging a claim at midnight, requesting roadside help, or seeking financial hardship support.
Rachel Bennett leads fact-checking, source verification and corrections at Australia Current.