Auto & General has opened a customer service centre in Adelaide's CBD for Budget Direct. It is starting with about 50 staff and plans to move to a permanent site with capacity for up to 300 in early 2027.
The new team will service all Auto & General policies, covering Budget Direct and the group's partner brands, rather than a single product line. That puts a growing share of the direct insurer's national servicing in South Australia, outside its Queensland base in Toowong.
Adam Crane, CEO Insurance Australia at Auto & General, said the office was "a clear demonstration of our commitment to our customers in South Australia and across the country". He said the move would let the business "enhance our service capabilities and deepen our connection with the community", while creating long-term jobs in Adelaide.
Leading the build is Ashley Wright, general manager for the South Australian operations, who is relocating to Adelaide for the role. Wright said he was proud to be "connecting with local talent and creating new career pathways here in South Australia".
The expansion comes as Budget Direct's service and pricing practices remain under regulatory scrutiny. In February, ASIC began Federal Court proceedings against Auto & General Services, alleging that online discount advertising for Budget Direct car, home and motorbike policies was misleading. Auto & General said it had self-reported the issue and has paid more than $3.8 million in remediation, including interest, to about 39,000 customers.
For Adelaide brokerages, the more immediate effect may fall on the local job market. A 300-seat insurance service operation in the CBD is a new competitor for the same pool of service and claims staff that brokers recruit from.
