Best Home and Contents Insurance in New South Wales Sydney, Newcastle and Wollongong
CGU Home and Contents Insurance
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Steve NSW 7 posts
CGU I cannot understand what they are doingWhere do I start, you once looked up to insurance companies. Now it seem difficult to rate some of them even as low as a one star. When you find out that something is not quite right and/or a little corrupt and you have infor... Read moremation to show them, no one from CGU and/or NRMA and/or IAG seem to care. A business has many areas to cover to be successful and one of the areas is looking after their customers and share holders. In the case of CGU they seem to make things worse and go out of their way to make the customer regret ever signing up to a policy. I will explain.
My wife and I took out a policy with CGU, unfortunately due to a sever weather storm and flooding we had to make a claim, this proved to be the start of a nightmare and a lot of regrets. Now I understand how a company can affect peoples lives and possibly cause hardship to some customers.
Below I have listed a few points from a list of many and each point can be backed up either by documentation and/or witnesses.
After reading a few of the points you will get an understanding of the frustration and hardship that the insurance company is causing and why it is time for people to make a stand or for the share holders to step in, otherwise bring in new easy policies to allow the government to fine them large sums of money for not performing in a business like manner.
Points
1, The storm damage was back in November 2022 and still CGU have not finalized the claim and failed to follow their own code of practice.
2, We have contacted CGU, NRMA and IAG on several occasions (Up to date I think it is around 41 times).
NRMA said that they cannot help it is a matter with CGU even though they all fall under the same owner.
IAG took on the case after we made a formal complaint, IAG should have had the matter settled but instead handed it back to CGU who have made things even more difficult.
3, Over the past year we have had 23 people turn up to either inspect the area, remove contents, take photos and complete reports and now CGU are sending out people to redo reports, carry out inspections to possibly try to discredit or lower a claim. It seems to appear that CGU are spending more money to lower or find a fault in the claim despite that their our representatives evidence showed it to be a legitimate claim.
4, When we ring CGU and IAG to explain or to get answers we now get the same response and get told that they will have someone ring back or have the case manager ring back, well that is the 11th promise and still we wait for that phone call. They just never call you back, we have only had two people call us back since late last year and that was due to us applying pressure through emails and many phone calls.
This year not one person rings back.
5, CGU now sends out a representative from Sedgwick ([Name Removed]) Loss adjuster, his bullying tactics leave you with a unpleasant feeling and a feeling that the client has done something wrong. His bullying tactics was witnessed by two independent workers.
6, Now CGU seem to be lowering their standards even more by further delaying the claim. They have approved a plumbing company to pressure test the house water lines, but before entering the property they must ring [Name Removed] who instructed them to carry out a LDT (Leak detection test) to the main house. When the contractors arrived my wife and I could not work out what they or why they are doing a leak detection test. The house was never an issue, and the house was never part of the claim so the testing should have never been carried out. it appears that Sedgwick or CGU just wanted to do the test and waste further funds in trying to justify the delays or possibly muddy the waters and make the claim more difficult. The test that should never have been carried out came back fine.
Summary
I can keep adding to the examples but I will run out of space, The other week I contacted the insurance company to let them know what is happening but that fell on deaf ears, so I completed a product review in the hope that someone in CGU would read it, sort it out and stop wasting money. But instead they wrote back at the bottom of the product review were everyone can read and show that CGU just do not care about their customers.
It is a sad day when a company that created the situation just do not care how you are treated and send you somewhere else to sort out the issues.
It now appears that I have to file a complaint with AFCA (Independent organization who can resolve issues) Just further delays again
Regards
Steve
Hi Steve, thank you for sharing your thoughts with us. We regret to learn that your experience with your claim did not meet your expectations. Without knowing all the specifics of your claim, it's cha... Read more
llenging for us to provide a detailed response. However, we encourage you to send us a private message with further information so that we can better understand your situation and determine how we can assist you. Please copy and paste your review, or simply let the team know that you are contacting us from Product Review. You can send the message via this link: https://www.facebook.com/cguinsurance/. Thank you. ~ Checo