Misconduct within Insurance Australia Limited / CGU Insurance
I am the victim of insurance fraud undertaken by Insurance Australia limited trading as CGU Insurance, with the support of a local third party repairer in South Australia. This insurance fraud has been further enabled by the Australian Financial Complaints Authority (AFCA).
CGU Insurance has acted fraudulently by misrepresenting the facts of supplied materials to affirm their own unsubstantiated opinions, with the intent of making my motorcycle a write-off of any kind, despite provided evidence showing it cannot honestly and lawfully be deeme...d a write-off of any kind. As a result of CGU Insurance’s misrepresentation of the facts of supplied materials, CGU Insurance is fraudulently limiting payout of liability to me for loss and damages that were a result of a motor vehicle collision between CGU Insurance’s insured car and my motorcycle which occurred within South Australia. CGU Insurance’s dishonest, negligent and discriminatory behaviour, still ongoing more than 24 months since the initial involvement of CGU Insurance, has caused me severe financial loss and emotional distress. And throughout CGU Insurance’s involvement they have continuously used double standards of information & documentation to discriminate against me and the documentation I supply. CGU Insurance has imposed that in order for documentation I provide to be considered official, an assessment, or a report, it has had to meet a variety of varying imposed criteria CGU Insurance themselves do not follow.
3 months and still waiting
CGU we all know what those letters truly stand for C+++s give ulcers. I had the unfortunate scenarion to have a second car stolen in 5 months as well as a contents claim for the same night Incident, and here it is 3 months later and I am still left with being no closer to having this matter resolved . While I have been luck enough to have a great friend who lent me money to buy an old bomb until I get paid ouyt its noytgood enough CGU get your act together and stop complaining that I paid so much for the car yet insured it for the agreed value that you were offering on your website. If I dont get itt resolved soon I will instruct my lawyer to sue you in court for the full amount plus their fees and court costs
If I could give zero stars I would
My car sustained a substantial impact at the front when someone reversed with quite alot of force into my car(the person who hit me is a paramedic and was responding to a job). This resulted in my car being pushed back into the corner of a trailer. The at fault party confirmed this with cgu. I requested to have the matter escalated and cgu refused, telling me that I had no option for review. It was not until my bank steped in to help me that cgu agreed to escalate the matter. Cgu have now had my car for over 3 weeks and are still refusing to fi...x it. Cgu's statement is 'it is not physically possible for a car to be pushed backwards if it is hit' and whatever the assessor says goes. I now have to take the matter to the AFCA to have the matter reviewed by a competent independent person. 40 years my family and I have been with cgu with more than 10 policies and this is how they treat customers. Please do you self a favor and choose a competent insurance company that do not blatantly accuse their not at fault customers of lying and fee you crap to try and dodge their responsibilities. Due to the appalling service from cgu I have been without a car for over 3 weeks, I cannot work because I have no car to get there, my daughter has lost her place at kindy because i have no income to pay her fees and I am coming close to loosing my house. And guess what cgu dont care in the slightest. Cgu have definitely lost my business
Shocking experience avoid at all costs
Would give Zero stars if I could. My car was damaged in the Canberra Hailstorm on the 20th January. Clearly will be a write off.
Claim lodged within 2 hours of the storm. Claims person passed on the wrong information to the outsourced assessor they used. And to the tow company. Two more hours on the phone to sort this and arrangements finally made for car to be towed. No communication from CGU or tow company about where the car went. More hours spent on the phone to determine location.
I’m now told my car has been booked in for assessment on ...
Terrible lied to me many times. Complaints handed poorly.
Went through our bank for car insurance with CGU. This was a mistake. CGU are dishonest, slow, inefficient and apathetic. We are currently working through a claim. CGU for the most part won't communicate with us, referring us to the repairer. The repairer refers us back to CGU. Our car is likely to be written off, but no one will communicate when an assessment will be completed. Avoid CGU, we are in the process of pulling all our policies from them. Couldn't imagine the people who lost houses in fires with CGU are dealing with.
Took 1 YEAR for 1 claims, and still on going troubles with court order!!! Worse insurance company ever!!!
if I can give CGU a 0 star rating, I would. I have been with CGU for a few years, moved away from AAMI, brought all of our 3 cars over and this is the first time we have any claim with CGU.
We've lodge the claim in late Feb 2019, paid for the excess and never heard back from them. THEN the other party's insurance contacting us directly with their demand to pay. With so many phone calls, emails, time wasted and in AUG '19 CGU finally said they've settle the claim. However in October we got more demanding letter from the lawyer said the claim ...still hasn't gone through and threaten to take us to court. Again with so many emails, phone calls and promises from CGU that they will get back, nothing. Now tonight we got the court order letter send to us!!!!! I am utterly disgusted and feeling ripped off right now. Why I am paying you monthly fees and yet you have not done a single thing to resolve or assist your customer? I even have to be in between contacted the other party to give them the contact details and yet this still not resolve. Now I am sitting here with the court order letter, email CGU again and going to call them first thing in the morning again. Its almost 1 year for this one single claim and still not resolved yet!!!!!!
Worst Insurer due to claims process, painful nothing but hassles.
I was placed with CGU from Police Credit when I took out my car loan.
The length to resolve not a fault claims is ridiculous,broken promises incorrect information and no follow up at all along with a assessing team that is useless and never available to both the customer and apparently the claims call center as they always tell you, I've tried calling I left a message with the assessors etc.
Assessors I believed are out an outsourced agency from CGU and take forever to review and approve claims. I was told this process takes 2 to 3 busine...ss days. Two weeks later still no response or update. The process is absolutely disgusting, staff promise to chase up and sort approval with a follow up call which never happens. I am forced to contact them to chase any information up which always turns into a blame game with no outcome.
CGU got my policy wrong after a month, yeah right.
Hit from behind 1 month ago agreed a figure after 3 weeks CGU got policy wrong and I have to deal with 3rd party insurer Asked to get pictures of car but it has moved from Dandenong to Pickles Dodgy.
Never again with this insurer
I made a claim after being involved in a collision. Imagine my horror when told less than 24 hours later by my "case manager" that they DON'T investigate and only go on the statements. As I said my INTENTION was to merge, the person who's supposedly supposed to work for me deemed me to be at fault. I hadn't changed lanes, the person on the phone who I initially contacted had written it up as I had, the email that I received said that I had, when I queried that and asked it to be changed, nothing was done. 85 days later when I ring to find out w...here the matter was at, was told it had been closed within days, had not been investigated because I was at fault and the other party had already been paid. When I escalated the matter was told that the initial woman who made the decision had admitted my liability to the other insurance company within days, had not sighted a statement or diagram at all, I was told she would be "retrained". When i pushed further was again told that the guy who was looking into would not change the decision, had not sought any CCTV footage himself had not read the statement or seen a diagram from the other party. Also stated if I could supply the CCTV footage or wanted the phone calls listened to I had to pay! Needless to say I have cancelled my car insurance and home and contents policies with this company and hope anyone else considering this company be very cautious, they're not working on your behalf at all.
one of the worst cgu insurance case manager totally no knowledge
hot line doesn't work. I have been hung up on several times. I have been waiting in line for more than 45 min.
Your team doesn't resolve anything. Doesn't call back when they say they would. Dragging out to pay for my claim and I can't get my car repaired
Absolutely ridiculous and useless company. one accident aske pay do claim to spertate what a joke.. give me a date to fix car next may 8th 2019... they said not sure what will happen . no contact nothing further information
Questions & Answers
Looking at all the reviews in product review - and if these are typical of how this company operates - I don't really understand how CGU remains in business!
I already have a car insured with CGU, but haven't as yet needed to make a claim....one might say thank God for that, because going by the reviews my chances for a satisfactory outcome - should I be involved in an accident - appear rather limited.
I was looking to insure a second vehicle, hence the hunt for an appropriate insurer, but I'm left wondering if I should cut loose CGU altogether and try for another company with much better outcomes.....
What assurances can CGU give me that I won't simply be wasting my time flogging a dead horse should I continue with CGU? You are the cheapest insurance I have found so far, but as an insurance company - is that ALL you are? Thanks Warren Harvey
Hi Waz, thanks for leaving us a question here. Unfortunately people often come to ProductReview after a claim that they aren't completely satisfied, but very rarely do after thousands of great claims outcomes that we have each year.
We are very proud of our customer service and claims experience and I personally don't hesitate to suggest it to my friends and family.
I am happy to hear that you haven't yet had to make a claim, but I am sure that you will be very satisfied with our help if you ever do need to.
Merry Christmas! -Nathan
Thanks for the quick response Nathan. I do so hope you are right, because we have elected to continue with CGU insurance for our second car. However it does bring to mind that quite some years ago, the roof on our house needed replacing after a hail storm. Indeed, after reporting the incident we did get the job done courtesy of CGU insurance - twelve months later! CGU had forgotten us! So one might say - watch this space!
Can you apply for an over 50 discount on landlords building and contents cover?
I understand that you're dealing with tens and thousands of claims due to unprecedented events recently. But I believe, there's no excuse when it comes to not resolving the problem on time. You guys have no patience when it comes to grabbing money from us. I pay over $2k for my AMG. I'm a disappointed customer just like thousands of others. I thought I was in the better hands due to the hefty premium I was paying. Now, I was wondering how long does it take to process a writeoff and replace my car with a new one with the current backlog? I need a genuine answer because I found a car to replace (same make, model & spec) and I'm happy to put a deposit until you sort out the payment for it. Please advise me correctly so I can work things out my way or else this won't get solved for months.
Hi Don, I unfortunately won't be able to answer that because every single claim is different. If you would like to me to escalate your claim and have someone call you about your write off vehicle can you please message us on Facebook http://bit.ly/2pbDydv and let us know you're from product review. ~Natalie
|Category||Car Insurance||Car Insurance||Car Insurance|
|Other Insurance Types Offered||Home and Contents and Travel||Home and Contents and Travel||Home and Contents and Travel|
|Coverage Type||Comprehensive||Third Party, Fire and Theft||Third Party Property Damage|
|Underwriter||Insurance Australia||Insurance Australia||Insurance Australia|
|Legal Liability Cover||30000000||30000000||30000000|
|Roadside Assistance||Not Offered||Not Offered||Not Offered|
|Reduced or Zero Excess Windscreen Cover||Reduced Excess Optional Extra||Not Offered||Not Offered|
|Choice of Repairer||Allowed||Allowed||Allowed|
|After Accident Care|
|Hire Car after an Incident|
Optional, up to $100 per day for up to 21 days until:
|Emergency Transport & Accommodation||Included, up to $500 if you vehicle is damaged in an incident more than 100km from home||Included, up to $500 if you vehicle is damaged in an incident more than 100km from home||Not Included|
|Towing Costs||Included||Included||Not Included|
|Hire Car after a No Fault Accident|
|Essential / Emergency Repairs||Included, up to $800||Included up to $800||Not Included|
|Pay As You Drive / Fixed Kilometre Discount||Not Applicable||Not Applicable|
|Hire Car after Theft|
Included up to $100 per day up to 21 days until:
Included up to $100 per day up to 21 days until:
|Lock and Key Replacement||Included up to $1,000||Included up to $1,000||Not Included|
|Transit Cover||Not Applicable||Not Applicable||Not Applicable|
|Trailer & Caravan Cover||Included up to $1,000||Not Included||Not Included|
|Child Safety Seats and Prams||Baby Seat Replacement Included||Not Included||Not Included|
|New-for-old Car Replacement|
Included, if the vehicle is a total loss as a result of a covered incident. Your vehicle may be replaced:
|Personal Property Cover||Included up to $1,000 per claim||Not Included||Not Included|
|Uninsured Motorist Benefit||Not Included||Included up to $5,000||Included up to $5,000|
|Accidental Loss or Damage|
|Malicious Damage / Vandalism||Included||Not Included||Not Included|
|Collision||Included||Not Included||Not Included|
|Natural Events||Included||Not Included||Not Included|
|Theft or Attempted Theft||Included||Included||Not Included|
|Manual||Download manual||Download manual||Download manual|
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