CGU Insurance

Terrible service. Not returning calls and not proactive on following up claim. I’ve had insurance for 20 years and no claims until now. And dealing with them has been one of the most stressful things in top of trying to repair all the tenant damage. It’s taken 4 months so far and still not much action. Unfortunately they haven’t been helpful, however the complaints department were very nice.

I do not recommend this company for insurance! I raised a claim for a leaking bathroom and toilet, the builders they used to complete the report would not show the pricing in the quote when I challenged them on how they expect to complete the works on a budget of roughly $3,500.When I continued communicating with them and said that they can organise there builders to then complete the works if that’s the kind of payout they think it only requires, they then changed there story saying that only certain works are covered.DO NOT USE

I have been with CGU since 2015 and have Car (3 vehicles) and Home & contents (Premium cover) so I can provide some factual views.I have a good safety record so motor claims are minimal and I may also have been one of the fortunate ones being paid out when compared with the woes of other accident claimants who experienced grief as commented here.But it is their H&C service that has been really terrible.I was initially on their Quality cover and then upgraded to Premium cover on their advice, after an unsuccessful claim 3 years ago. This was extremely costly, but peace of mind was an important criterion.Then the need for a genuine claim came up beginning of this year – due to the combined events of accidental water leakage from the upper floor and heavy rains that left small stains and mould spots on the first-floor ceiling. Claim was lodged in March and CGU had different assessors come through the house on 3 separate occasions, but then went quiet. Several calls to Customer Care found that CGU had not acted on the assessors' quotations but they blamed it on their contractors. It was then escalated into a formal complaint. Ostensibly with the assigned Consultant, they provided periodic updates they were working through the assessments but that soon fizzled out.By August, I restarted the process, requesting the engagement of another subcontractor (since CGU insisted the former subcontractor was at fault). Did that improve the situation? Fat hope! Again, I had to do the regular chasing up and there was always someone else to blame – in this case the new subcontractor.I went through the formal complaints process again (now twice), and different Customer Care consultants were assigned on each occasion, but the reality is often more like chasing Ron Swanson’s swivel chair (see this on Youtube!). They go missing after they handball the case to another junior.The last straw was when I had to cancel the claim and fix the damage myself as there was a wedding in the house and couldn’t wait till they were prepared to act without prompting.Fortunately, this was minor damage that I could fix on my own but if you can’t count on them for the small things, what happens when you have a catastrophic eventBe warned.

I got them for our house insurance. We had a flood due to a bad plumber. They fixed most of the things in the house but their contractors damaged an unrelated fixture in the process. They are difficult to work with and deceptive. They often 'found' correspondence on the times I called.Once I've finally get an answer out of them about this current issue, I will be going elsewhere.

Had both my car and contents insurance through CGU for over 5 years now, but after horrible experience, my only CGU policy now is my contents insurance.CONTENTS - I have found the staff extremely polite and helpful during my interactions with their call centre and have found their costs to be competitive. When I moved houses late last year I commenced the policy at my new address, but had left the cover on my old address until I had removed all of my belongings. When I called to cancel the old policy I was refunded 1 months’ premiums as I had been covered during that period by the policy at my new address. This was a pleasant surprise and very much appreciated. Thankfully I have not yet had to make a claim on this policy and hopefully I will not need to in the future either.CAR - I had full comprehensive insurance through CGUsince I had taken possession from the dealership. The price was the cheapest I could find and the new for old cover for the first 3 years had me feeling secure. Unfortunately after 2.5 years of owning my car, I was in the process of selling it, when I had my first ever insurance claim. I contacted CGU who didn’t provide me with a claim number or any advice on what to do next and I was forced to chase them up as to what the next steps were in arranging to have my car assessed and repaired. I was deemed not at fault, as my car was parked in a driveway when the neighbour reversed into it, then left the scene after being confronted by my partner who was washing my car at the time. Thankfully the whole incident was court on both dashcam and CCTV from the property and after I made a police report, the repair was done and I sold the car a few weeks later. I was then contacted by CGU 5 months later, requesting that I fill in more paperwork and provide witness details, police statements and footage of the incident as a matter of urgency. I continued to receive daily phone calls and emails for a week until I had gathered and submitted the requested information. This was 6 months ago now and I have not heard a word back from CGU, not even an acknowledgment of receipt of requested information. I have contacted them a number of times now but have not gotten a response as to if the claim has been settled, if I am required to provide anything more or if there have been any further issues. I found the whole claims process to be confusing, difficult, stressful and costly with constantly having to contact CGU to find out what the next step was or if they had an update. Any future vehicle policies I require will not be through CGU as I value my time and sanity more than saving a few dollars a month.

Wish I could give a zero. The underhanded tactics of this insurance company is something else. My policy was with QBE but bought out by CGU. Received the paper work conveniently my daughter was left off the the car insurance policy. When they added her back on the also added an extra $2500 thousand to the policy. That was insult enough but to have their representative Loretta basically call me a liar was the final insult. Considering I have the policy for the last year with her name on it. Might of cost me an afternoon of finding a new insurer but that’s 4 car policy’s that CGU will next touch again. Have never dealt with a more unprofessional representative or company before. Disgusting

8 years or more been insured with them. Good customer service without any fuss.

Horrendous and incompetent - I have been paying landlords insurance premiums for over 10 years and made a claim only to be told that a rotten shower base and walls was reasonable 'wear and tear' what a joke! Is my property manager to inspect the shower grout at every inspection? I was told that the cleaning product must have worn away the grout and they don't cover the resealing and re-grouting of the shower only the damage caused by the leaking water. This is not stated anywhere in my policy and told that its a general exclusion applied to all CGU policies. I will be lodging a formal complaint and going elsewhere once I get my money back!! Deceptive, elusive and incompetent! I have already been waiting for over 4 months and still not settled - the tenants still have no shower! These theives don't deserve your time or money - go anywhere else!!!

Hi all,Please do not trust this company.I had a accident my car from kangaroo 2 days a go.I ask for rental car which is I told to the customer person from CGU.Today all the team from CGU is ignoring my concerns.Guys please do not take insurance from this CGU company at all.This company and customer service area not trustable at all.Regards,Foram patel.

Going through this company has been such a horrible experience going on 6 weeks and they still can't give me a answer to whether or not my car is a write off. First 3 weeks I was left with out a car and other person involved took full responsibility. Absolutely would not recommend this company to ANYONE SHOOKING SERVICE