Queensland-based insurance company Youi has fired back at claims that customers have been billed large sums of money without consent.
Youi released a statement last night following reports from a number of news outlets slamming the company for alleged fraud.
"We vehemently deny that management condoned any such behaviours. We reject the assertion that 'potentially thousands of people [who] have had money taken from their accounts by insurance giant Youi without authorisation or notice.' We also confirm that where we have enough information about customers whose complaints are noted in the article, we have ensured they are resolved."
Youi CEO Danie Matthee has also addressed the accusations directly.
"We take responsibility for the actions of our people and when mistakes occur we respond immediately to resolve them. We give recognition to those people whose commitment to our core values ensures that we continually delight our customers. Customer satisfaction and being transparent are core to our culture as demonstrated on the Youi Wall with a 92% satisfaction score. We welcome feedback which provides us with an opportunity to improve and we actively follow up with anyone who indicates they have had an unsatisfactory experience."
There are now calls for a Senate enquiry to investigate the validity of the claims, after one customer told the Sydney Morning Herald Youi direct debited $780 from his account without reason.
Other customers have lambasted Youi on its Facebook page, accusing the insurer of similar activities with one consumer claiming an unauthorised transcation over $1000.
Youi is now under investigation by the Australian Investment and Securities Commission (ASIC).