We took out home and contents insurance with Newcastle Permanent (through Allianz) when taking out a mortgage. Our circumstance changed and we now need to be out of the house for approximately 3-4 weeks to allow some works to be undertaken. As requested, we advised of this change.

Without a phone call or reasonable response, we received a letter stating that our insurance had been cancelled. I spent time on the phone seeking an explanation. We have a substantial mortgage with Newcastle Permanent and would have expected the courtesy of a phone call to discuss. This has left us in the lurch at a very busy time.

The best I can say is that we are glad to be rid of this insurance policy early in the piece, giving us the prompt to get something better. However, this reflects terribly on Newcastle Permanent.

Avoid.

We contacted many banks about refinancing our home loan. Newcastle Permanent's customer service was outstanding. Prompt, helpful responses from real people who listened & got us an excellent refinance package. After years of indifferent service they are a breath of fresh air! All organised by phone & email & a great interest rate. Best customer service I've had from a finance institution.

Approximate cost: $varies