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Youi

Youi Pty Ltd is an company that provides tailored coverage for vehicles, homes, , and small businesses. Founded as a wholly owned of Youi Holdings Pty Ltd, which is ultimately controlled by the South African-based OUTsurance Group Limited, Youi received authorization from the Australian Prudential Regulation Authority (APRA) and its (AFSL) on 1 March 2008, with origins tracing back to 1998 through its sister company OUTsurance. Headquartered at 2 Smart Drive, Sippy Downs on Queensland's Sunshine Coast, Youi operates primarily online with call center support and employs approximately 1,700 staff members as of 2025. The company's name derives from "You Insured," reflecting its core philosophy of placing the customer at the center of its brand and offering "you-shaped" products designed to meet individual needs through a relentless pursuit of personalized service. Youi's product lineup includes comprehensive options for car, motorcycle, caravan, trailer, and compulsory third-party (CTP) insurance in and ; home buildings and contents coverage; policies; and insurance, often bundled with 24/7 . It has earned recognition for , including the 2025 Canstar Most Satisfied Customers Award for , and supports community initiatives such as the Youi@Hand program and student grants. As a member of the Insurance Council of , Youi adheres to industry standards while differentiating itself through data-driven personalization and diverse hiring practices to better serve its clientele.

History

Founding and early years

Youi was founded in 2007 by OUTsurance, a South African insurer owned by Rand Merchant Investment Holdings (now OUTsurance Group Limited), marking it as the first African-owned firm to establish operations in . OUTsurance provided the initial capital and operational expertise drawn from its direct model in to support Youi's entry into the Australian market. In early 2008, Youi Pty Ltd received authorization from the Australian Prudential Regulation Authority (APRA) and its from the Australian Securities and Investments Commission, enabling the official launch of operations on March 1, 2008. The company established its headquarters in Sippy Downs, , starting with a small team focused on building a presence in the competitive Australian insurance landscape. By November 2008, Youi had rolled out its services, initially emphasizing car and home insurance through an online platform. From its inception, Youi differentiated itself by offering personalized car insurance quotes tailored to individual customer usage patterns—such as habits, use, and factors—rather than relying solely on traditional actuarial models. This approach was supported by an innovative quoting technology that gathered detailed customer information via an interactive online process, allowing for customized premiums. Adopting a model, Youi bypassed intermediaries to engage customers directly, which facilitated rapid initial customer acquisition and positioned the company for steady growth in its first few years through targeted marketing and efficient .

Expansion and international operations

Following its successful establishment in Australia, Youi expanded internationally by launching operations in New Zealand in July 2014. The company adapted its direct-to-consumer model, which emphasized personalized premium quotes based on individual usage patterns, to the local market by offering tailored car, home, contents, and related personal lines insurance products compliant with regulations. This entry was supported by a significant initial investment of approximately NZ$60 million to build infrastructure and marketing presence. During the , Youi experienced rapid policy acquisition in , particularly in personal lines such as motor and , driven by aggressive and innovative quoting . By the late decade, the company had captured a notable , estimated at around 4-5% in key segments like motor insurance, positioning it as a prominent challenger brand amid industry consolidation. This domestic momentum contrasted sharply with its New Zealand venture, where growth proved more challenging due to intense competition from established players like IAG and regulatory hurdles. In September 2019, Youi announced its full exit from the market, selling its portfolio of approximately 34,000 in-force policies to Tower Insurance for NZ$13 million. The transaction, completed in December 2019, reflected stunted growth in the region, with profits declining to NZ$2.4 million for the year ending June 2019 from a peak of NZ$10.8 million earlier, amid operational losses and market saturation. Post-exit, Youi strategically refocused resources on its Australian core operations to capitalize on proven scalability and enhance competitiveness in personal lines.

Recent developments

In 2020, following its exit from the market, Youi sharpened its focus on the Australian insurance sector to capitalize on domestic growth opportunities. To bolster operations in , Youi opened a new office in Sydney's CBD at 175 in March 2022, accommodating its expanding team and supporting increased business activity in the state. The company expanded its product offerings by entering the compulsory third party (CTP) insurance market in from December 2020, providing green slip coverage for third-party claims arising from accidents. In May 2022, Youi announced its entry into South Australia's CTP market effective July 1, 2022, adding another layer to its compulsory motor insurance portfolio in the region. Facing escalating market pressures in 2023, including rising reinsurance costs and a notable uptick in customer complaints, Youi adjusted its reinsurance program by dropping aggregate natural perils cover and participating in the government-backed Reinsurance Pool starting July 1. These challenges prompted workforce reductions as part of broader cost-control measures amid intensifying climate risks and operational expenses. In April 2025, following a strategic review of its intermediary products, Youi ended its with Blue Zebra Insurance, ceasing to support policies sold through that channel effective 1 July 2025, and refocusing on its model. Youi has continued to prioritize digital enhancements in its quoting and claims processes, enabling customers to initiate and track claims online through its website for streamlined access.

Products and services

Personal insurance offerings

Youi's personal insurance offerings primarily target individual consumers, providing tailored coverage for everyday assets and vehicles. The company's product lineup emphasizes flexibility, with premiums calculated based on personalized factors such as usage patterns and risk profiles. Comprehensive car insurance forms a cornerstone of Youi's personal portfolio, covering accidental damage to the policyholder's from collisions, fire, theft, or natural events like storms, floods, and earthquakes. It includes up to $20 million in for third-party and comes with 24-hour at no extra cost. Youi offers a personalized premium model based on a detailed that considers the driver's history, type, annual mileage, and parking location, allowing for potentially lower costs for low-risk individuals. Optional add-ons, such as windscreen repair without claiming on the main policy, enhance customization for personal vehicles. Home and contents insurance protects residential properties and personal belongings against a range of perils, including damage from , , or ; and ; or ; and earthquakes. Coverage extends to temporary accommodation costs—up to 10% of the building's sum insured for up to 12 months—if the home becomes uninhabitable, along with cleanup fees up to 20% of the sum insured. For renters, a dedicated contents policy safeguards possessions like furniture and without requiring building coverage. protection reaches $20 million for incidents causing injury or to others. Add-ons such as accidental to contents or business items (up to $5,000) allow policyholders to adapt coverage to their lifestyle. insurance is available for property owners, covering rental properties against damage from insured events, loss of rent, and liabilities related to tenants, with options for contents in furnished properties. Youi extends personal coverage to leisure assets through specialized policies for motorcycles, caravans, trailers, and . Motorcycle insurance offers comprehensive protection against accidental , , , and storm-related perils, with options for third-party property up to $20 million; it applies to bikes, scooters, quads, and ATVs used for personal purposes. and trailer insurance covers structural from accidents, natural disasters like or , and , including personal effects inside up to specified limits, with add-ons for towing vehicle recovery. policies insure boats, jet skis, and personal vessels for , storms, , earthquakes, , and to others' property, often bundled with emergency assistance features. can be integrated as an optional enhancement across these policies for added convenience during travel.

Business and specialized insurance

Youi's small business insurance is designed for small enterprises, offering customizable packages that include core coverage as standard. This protects against legal liability for third-party , , or advertising injury arising from business operations, with limits typically up to $20 million per occurrence, including associated legal defense costs. Optional add-ons extend protection to property risks, covering loss or damage to contents, , and equipment at premises or in transit due to events like fire, theft, storm, or flood, with specified limits such as $20,000 per item and adjustments for seasonal increases. Business interruption coverage is also available as an elective extension, reimbursing lost revenue and ongoing expenses when operations are halted by covered perils, helping maintain financial stability during recovery. Product liability is integrated into the and products section, safeguarding manufacturers, distributors, and sellers from claims related to bodily injury or caused by defective goods supplied in the course of , subject to policy limits and exclusions like product recalls unless extended. In addition to these packages, Youi provides compulsory third party (CTP) for vehicles in and , fulfilling mandatory registration requirements by covering compensation for personal injuries in road accidents where the policyholder is at fault. This is offered alongside options, such as comprehensive or third-party policies tailored for use like client or services. For non-standard risks, Youi offers tailored policies and extensions, such as specialized liability for high-value assets or industry-specific needs like electrical work in or plumbing in , allowing customization for unique exposures beyond standard operations.

Ancillary services

Youi provides 24/7 as a standard inclusion with its comprehensive and insurance policies, offering services such as , battery jumps, flat tire changes, fuel delivery, lockout assistance, and taxi fare reimbursement up to certain limits. The program, managed in partnership with Digicall Assist since 2021, covers the first two call-outs per policy period at no additional cost, with subsequent services subject to fees. In addition to core claims handling, Youi offers dedicated support through a team of specialized claims handlers for events like and accidents, utilizing a streamlined five-step process to assess and process claims efficiently, including options for advance payments in urgent cases. This support is available around the clock via phone or online submission, with assessors trained to handle weather-related damages such as hail impacts on vehicles. Youi maintains programs to assist customers facing financial hardship or vulnerability, including a dedicated Priority Assistance service accessible at 1300 533 700 for personalized support in managing premiums, payment plans, or policy adjustments during difficult circumstances. These initiatives, outlined in the company's Financial Hardship Policy and Vulnerable Customer Policy, also extend to those affected by domestic and family violence, ensuring compliance with standards for equitable treatment. Policyholders can manage their coverage through the Youi and , enabling tasks like viewing policy details, generating quotes, processing renewals, and updating personal information at any time. These tools facilitate seamless bundling of ancillary services with personal products for customized protection.

Corporate affairs

Ownership and leadership

Youi is wholly owned by OUTsurance Holdings Limited, following an additional equity stake acquisition that increased ownership to 89.8% in 2023, and operates as a of OUTsurance International Holdings Pty Limited under the ultimate parent company OUTsurance Group Limited, a South African firm formerly known as Rand Merchant Investment Holdings. The company traces its origins to , when it was established as a sister entity to the South African insurer OUTsurance to expand into the Australian market. Nathaniel Simpson serves as Youi's Chief Executive Officer, having been appointed in July 2023 to spearhead growth initiatives after a 17-year tenure with the company and its parent group, including roles as where he optimized operational efficiencies. Under his leadership, Youi has focused on enhancing digital capabilities and market expansion in personal lines insurance. Peter Widdows acts as Non-Executive Chairman of the board, a position he has held since 2020, providing oversight on strategic governance and risk management while drawing on his extensive experience in and . His contributions include guiding board sub-committees on and , ensuring alignment with regulatory standards in . The executive team supports Simpson in directing company strategy, with key roles including Angela Greenwood as Chief Marketing Officer, appointed in 2022, who has advanced Youi's customer-centric branding through innovative campaigns that emphasize personalization and have bolstered market positioning. Jess Richardson, as Chief People Officer since her 2024 promotion, drives talent development and initiatives, fostering an inclusive environment that aligns with Youi's values of innovation and employee empowerment.

Financial performance

Youi Holdings Pty Ltd reported total revenue of $1.64 billion in 2024, marking significant growth driven by increases in insurance premiums and higher policy volumes across its Australian operations. This expansion reflected the company's strategic emphasis on core markets, with gross written premiums contributing substantially to the overall financial uptick. In 2023, Youi achieved notable profit improvements, with operating profit rising to $153 million from $57 million the previous year, despite escalating operational costs including those related to handling increased customer complaints. Headline earnings also tripled to $117 million, supported by a combined of 87.5% and net earned premiums growing 23.7% to $1.06 billion, though the company highlighted ongoing pressures from rising dissatisfaction indicators. For the financial year ending 30 June 2025, the Youi Group reported normalised earnings of R2.29 billion (approximately A$200 million), a 45.5% increase from the prior year, driven by premium growth and improved underwriting margins. As a general insurer regulated by the Australian Prudential Regulation Authority (APRA), Youi complies with Prudential Standard GPS 110 by disclosing capital adequacy information annually, confirming that its solvency ratios exceed regulatory minimums. For the period ending 30 June 2024, these disclosures, based on audited data submitted to APRA, demonstrated robust capital positions for Youi Pty Ltd as a Level 2 insurance group, with prescribed capital amounts well-covered by available resources. A key financial milestone for Youi was its 2019 exit from the market, which enabled a strategic refocus on and contributed to enhanced margins in subsequent years by streamlining operations and concentrating resources on higher-growth domestic segments. This , involving the sale of its NZ portfolio to Tower Insurance for NZ$13 million, aligned with broader efforts to optimize profitability amid challenging international expansion.

Workforce and locations

As of 2025, Youi maintains a workforce of over 2,000 employees, with roles heavily concentrated in , , and functions to support its operations. The company's primary is situated in Sippy Downs, , within a technology precinct that serves as the central hub for innovation, administration, and core business activities. To enhance its presence in eastern Australia, Youi established a secondary office in , , in 2022, focusing on market expansion and operational support in the region. The company also opened an office in at 825 Ann Street in 2023 to support growth and house additional staff. Youi emphasizes diverse hiring initiatives and structured programs for and claims personnel, including corporate inductions and role-specific to promote inclusion and professional growth. This workforce growth aligns with the company's expanding revenue base.

Marketing and public perception

Advertising strategies

Youi's advertising strategies have centered on high-profile television and digital campaigns that emphasize personalized insurance experiences, leveraging storytelling to illustrate how premiums are tailored to individual usage patterns. Since its launch in , the company has promoted its usage-based quoting process, which involves detailed questions about driving habits to generate customized rates, often highlighting potential savings in ads. For instance, early TV spots from depicted everyday scenarios to underscore the "There's no-one you'er than you," positioning Youi as a provider that treats customers as unique individuals rather than generic risks. In the , Youi expanded into through partnerships with platforms like and , creating targeted online campaigns that integrated audience data for remarketing to in-market insurance shoppers. A notable example is the 2017 branded "Who's in the Car?," developed in collaboration with content agency Emotive and Australia, which used narrative-driven episodes to explore family dynamics and car usage, driving engagement and quote conversions. The company also forged sponsorship deals with sports leagues such as the and NRL, integrating fan-focused storytelling into broadcasts and to reach targeted demographics, as seen in campaigns handing creative control to superfans like Brisbane Lions supporter Scott Villiers in 2024. Data-driven marketing has been a cornerstone, with campaigns utilizing first-party insights from Microsoft Advertising and in-house analytics to optimize ad placements and emphasize cost savings from personalized quotes. In 2023, Youi refreshed its "you.insured" brand platform through an in-house creative team, focusing on TV and online ads that reinforced individual-centric narratives amid competitive pressures, efforts that earned the company the In-House Agency of the Year award at the 2025 In-House Agency Council Awards. By 2025, amid economic challenges, the company launched the "Shop around. Try Youi." campaign, featuring scenarios like a haircut decision to promote value comparison and tailored affordability, advertised on digital platforms and . In September 2025, Youi CMO Angela Greenwood highlighted the benefits of in-house , stating it does not hurt rates as much as holding companies might claim, underscoring the company's innovative approach to cost-effective . This approach aligns with Youi's positioning by directly challenging consumers to test its quoting process for better deals.

Brand identity and customer engagement

Youi positions itself as a challenger brand in the , distinguishing itself from traditional providers by prioritizing a customer-centric approach that emphasizes personalized and understanding individual needs. Founded in , the company has maintained a commitment to "doing things differently," offering tailored policies through a "you-shaped" model that focuses on listening to customers to deliver relevant coverage. This ethos, encapsulated in the brand name "You Insured," underscores a relentless pursuit of exceptional , aiming to build trust and loyalty by addressing specific customer requirements rather than standardized products. A key element of Youi's brand identity is its educational outreach through the Youi Connect , launched to provide accessible resources on topics. The features articles, guides, and reports covering areas such as car basics, rules, home protection tips, and emerging trends like coverage, helping customers make informed decisions and demystify complex policies. By offering this content, Youi reinforces its role as a supportive partner, fostering long-term engagement beyond transactional interactions. Customer engagement is further strengthened through active social media presence on platforms like and , where Youi interacts directly with users to build and trust. The encourages reviews and discussions, allowing prospective and existing customers to share experiences and receive responsive , which enhances and perceived reliability. Complementing this, Youi provides 24/7 via a dedicated line (13 11 17), ensuring immediate help for emergencies, while claims is accessible through the main hotline (13 9684) with extended after-hours options for urgent matters. To deepen insights into customer understanding, Youi conducts annual surveys, including the 2025 "Under the Hood" report, which examined ' knowledge of car insurance and claims processes. Based on responses from over 2,000 participants, the study revealed significant gaps—such as only 25% having read their in full despite 83% feeling confident in their comprehension—highlighting generational, gender, and regional disparities. This initiative not only informs Youi's service improvements but also positions the brand as a committed to elevating industry-wide awareness and customer empowerment.

Controversies

Sales practices investigations

In 2016, the Australian Securities and Investments Commission (ASIC) launched an investigation into Youi Pty Ltd following whistleblower allegations of unauthorized billing and deceptive quoting practices. Whistleblowers reported that sales staff were encouraged to enter customers' credit card or bank details under the guise of providing quotes, only to charge them for policies without explicit consent, leading to unintended policy activations. These tactics were said to stem from a company culture prioritizing sales targets over customer interests. The investigation culminated in a 2017 settlement between Youi and ASIC, where Youi admitted to poor sales conduct affecting 102 customers. As part of the agreement, Youi paid $150,000 to a community benefit fund and refunded $14,000 directly to the impacted customers. ASIC highlighted that Youi's remuneration and bonus structures had incentivized sales staff to favor volume over compliance with standards. Similar issues arose in during the same period, where Youi NZ Pty Limited faced scrutiny for misleading sales tactics that mirrored the Australian concerns. In October 2016, the Council of New Zealand imposed the maximum financial penalty of $100,000 on Youi for breaches of its Fair Insurance Code, including deceptive practices in obtaining customer financial details for quotes. Youi acknowledged the misconduct and committed to remedial training for its sales team.

Claims handling and regulatory actions

In 2020, the ruled that Youi Pty Ltd breached its duty of utmost good faith under section 13 of the Insurance Contracts Act 1984 (Cth) on five occasions while handling claims from a 2017 hailstorm in , . The breaches stemmed from significant delays in processing two policyholders' claims, including a two-year wait for settlement in one case, which the court found unreasonable and contrary to obligations. Youi acknowledged the inadequate response and committed to process improvements following the declaration. During the 2018 into Misconduct in the Banking, Superannuation and Financial Services Industry, Youi's for Claims Services, Jason Storey, testified about the company's handling of the same hailstorm claims. Storey admitted that Youi failed to comply with the General Insurance Code of Practice and the Insurance Contracts Act in both instances, citing processing delays and substandard service that did not meet the insurer's advertised "awesome" standards. The testimony highlighted systemic issues in post-disaster claims adjudication, including unfair treatment and extended timelines that exacerbated policyholder distress. Customer complaints regarding claim denials and processing issues persisted into 2023 and , particularly following major flood events. In the , Youi received 1,154 complaints on 8,547 claims, representing an 11.38% complaint rate, with primary disputes over claim decisions (64.81%) and (15.74%). The insurer initially denied 9.92% of these claims and partially denied others, often citing policy exclusions, leading to 110 referrals to the Australian Financial Complaints Authority (AFCA), where outcomes included 34 upheld complaints and 30 overturned denials. coverage in noted ongoing dissatisfaction with such variability in outcomes, including abrupt premium adjustments upon renewal that compounded perceptions of unfairness in claim resolutions. Under the prudential oversight of the Australian Prudential Regulation Authority (APRA), Youi is required to support vulnerable policyholders, including those facing financial hardship during claims, through tailored assistance such as deferred payments or adjusted terms. APRA's supervisory framework emphasizes proactive vulnerability assessments in claims handling to ensure fairness, with Youi maintaining a dedicated financial hardship policy that pauses recovery actions and offers support options for affected claimants. Non-compliance risks enforcement actions, aligning with broader regulatory pushes for enhanced consumer protections post-royal commission.

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