IT IS LIKE HAVING NO INSURANCE - DON'T WASTE TIME / MONEY HERE
I had an accident Thursday, whole front damaged from minor impact! Called CGU within 20 mins. They first said they wanted me to drive to a repairer, 20 mins away. I said too much damage, towage needed. They said they arranged but when I didn't get any tow the next day called and had to go through whole claim again! What? From here they said their 'repairer' is who I need to contact. It has been a week - no one rings me at all. I advised the repairer it was urgent as I am a single parent with no other car. They "are waiting on parts". T...his is all they say. No times given, no damage advised, no parts they need. It is a Hyundai I20 not a weird model hard to get parts for. Day 6 I try to contact CGU adv it is taking too long. They get my claim number, I say for car accident, they transfer me to contents, who transfer me to switchboard who ask my questions again and then send me to the area to take my details to get the 'case manager' to call me the next day, this took 25 minutes!!! Yes it is that inefficient. I didn't get a call by 10:30 and called to speak to a different CGU consultant. He called the assessor and was advised they are waiting for parts. They order parts 'in bulk' so wait for enough jobs to order the parts, they don't just order MY CAR parts. So, I have to wait for enough people so they can save on postage! Given options by consultant. Option 2: I was offered getting my own repairer but have no list of parts or damage AND CGU advised their own assessors will then take 5 business days to assess if the repairer I choose, can be used. Even though the car has already been assessed (and no information given to me), CGU will not accept another repairer without making me wait a further 5 days for their assessors to read the new repairers report. Or option 3: CGU can use another CGU approved repairer. Consultant said he will ring ‘another repairer’ and came back to advise if they don’t have parts. I find it a bit strange that CGU and I have not been advised what parts are needed, yet the new repairer doesn’t have them anyway. It is now day 7. I used to order parts and don’t wait longer than a couple of days for standard models, this seems very unprofessional. Once they have your car to be repaired the consultant said it usually takes between 7-31 days to repair (and no car offered), I won’t use them ever again. To offer this low service when you actually need them, is unreasonable. The customer has no control or say at all.
- Comprehensive Car Insurance
- Verified customer
Quick Service PLEASANT Claim
I was at fault in a accident last Tuesday 12 January 2021. Car was assessed as a total loss on Friday 15th Jan. 20 January claim was settled and awaiting funds to turn up now in my bank. Quick Service and turn around. Friendly claims team who treated me courteously throughout claims procedure. From the initial call day of accident, I was shaken up from the accident while lodging my claim. They treated me with dignity from the start. Next car will be insured again with CGU. Highly recommended in your time of need.
I own a, now struggling small vehicle detailing business in Victoria. Just when you think that your up against it, being locked out of work, limits placed on you to restrict your right to trade, then this happens. A collision with the residual debris of storm damage on a country road led to, what I originally believed, minimal damage to my work vehicle. At first I wasn’t too concerned because I took refuge in the fact that I was insured.
This incident occurred on the 2nd September, I subsequently made a claim to CGU insurance on Thursday th...e 3rd and took advice to have the vehicle assessed for repair at the local panel shop. The quotes were sent to the assessor and forwarded to the insurer. The assessor contacted me by phone on Friday afternoon of the 11th to inform me that the cost of repair was too great and they decided to write the vehicle off. I was offered a payout figure of $13,000 of which he told me was generous. I even made an appeal to the assessor for me to tip in $2,000 to cover some of the repairs, just so I could keep my business running, even this was denied. I made my own inquires, being in the vehicle industry, and easily obtained a value of between 17K to 21k. I sent this information off the insurer, insulted that they had attempted to, “low ball”me. The claims dept finally contacted me stating that the offer was good attempted to justify it. I, wrongly assumed that I would be amply covered either for repair or of value to replace my work vehicle. Instead, because I countered the offer as mean spirited I received an email late this afternoon, stating that a review would be underway and would be contacted between 5 to 10 days. They know full well that I desperately require a vehicle to enable my business to operate sufficiently, all be it at a limited capacity. My attempt to implore the insurer to come to a speedy resolution fell on deaf ears. I suspect that the insurer is using these stalling tactics to wear me down and break me to bow to their initial offer. We have attempted to keep business, “ticking over” in the hope that we will soon be able to function viably once again. Never would I have believed that an insurance company would be the downfall of my once profitable business. 5 to 10 days more, after an already 2 week delay on settling this matter will probably finish my business and leave the 2 staff I have left unemployed along with myself. These people need to be exposed for the bully tactics they use to minimise their responsibility to the insurer.
My car was a right off after a lad ran into car I was paid out in 8 days cgu did what was needed service was prompt and courteous obligations fulfilled
3 months without car because of minor damages under $ 3000
My car was stolen and when it was recovered it was towed to CGU's authorised repairer - 40kms from the city in an area with no accessible transport. After 12 weeks and weekly phonecalls to ask for progress reports I finally get my car back. 12 weeks- must have been a lot of damage I hear you ask? The damage bill totalled $2600, mostly paint for some scratches and new keys. So for 1/4 of the year I had no car and no compensation. Worst insurance company I've ever had the misfortune to deal with.
They are lazy, inefficient, liar and time killer. Keep me on hold everyday for 20/30 mins and nobody talks to me finally. Such a rubbish company in Australia, can't believe it!
On hold for 3 hours
Lodged claim for the hailstorms in Canberra on 20 January 2020. I have been patient given the number of vehicles affected and claims. My vehicle was assessed for write off on 15 February 2020. I have called CGU twice this week and on the first day 18 February 2020 I was on hold for 3 hours and did not get to speak to anyone at all. Wasted 3 hours of my day. The next day I called, I was advised that the reason was that they haven't processed the claim was because they were waiting for me to surrender the vehicle. How is a client suppose to know ...to surrender the vehicle when they have not been instructed to do so and have not been given the information of where to surrender the vehicle. So apparently even when you take the initiative to seek information and the progress your claim, they like to waste 3 hours of your day. My vehicle insurance has been with CGU for 10 years and this is the type of service you get when you have been a loyal customer. Its a real shame.
Horrendously Slow Claim Process!
Lodged a claim on 20th January for hail damage, was told the "partner" repairer will contact me within 24 hours to book for an assessment. 2 weeks later receive a call from repairer whilst i was having in a meeting and couldn't pick up. Try to call back repairers to no avail, as i keep hearing the automated message. Called CGU if they can help me book the assessment on my behalf they said no and apparently the best they can do is send an email to repairer which i already did and obviously repairers don't reply emails too. It's been one month my car have not been assessed for damages can't wait to see how long it takes to get my money back from CGU if my car gets written off.
Wow, these guys are really terrible!
A CGU customer ran into the back of my near new stationary ute. I'm with Budget Direct and my ute is currently being repaired. I was advised today that repairs were going to take another few weeks, bringing the total repair time to 6 weeks, as they were waiting on a part from overseas.
Budget Direct provided me a hire car initially for 2 weeks. Upon learning that my ute wouldn't be ready for another 4 weeks I called Budget Direct to see if they would extend the rental car duration to cover the additional 4 weeks. The most Budget Direct ...could offer was an additional 1 week hire car rental (taking it to 3 weeks in total). They suggested calling CGU as they would provide me with a hire car for the remaining 3 weeks. 14.1.2020. I was on hold to CGU for 50 minutes. I eventually spoke with someone in their contact centre and was advised that Budget Direct must send an email to CGU to confirm the hire car end-date with Budget Direct, and the expected date my ute is to be repaired by. This process is painful. I called Budget Direct and they advised they've not been asked to do this previously and it was an unusual request. So as it stands currently I am now waiting on Budget Direct to somehow arrange for an email to be sent to CGU to confirm dates. I'll keep you posted as to the outcome. So far not a good experience from CGU and although I am not their customer, it was their customer that smashed into my near new ute. We all pay insurance companies significant premiums to do the running around for us in these situations. Perhaps we need a royal commission into Insurance in this country?
Thank you for the prompt service
While customer service can be a little slow in responding (heavy workload possibly??) I am very happy with the value of the service provided to me. It's the first time I had to submit a claim and the outcome was excellent. Good repairer, good customer service by CGU in resolving the matter. Thank you!
The worst vehicle insurer in Australia
I am comprehensively insured with CGU. I had an accident where the other driver was at fault. Communication is absolutely terrible. You speak with offshore human robots in Manila that don’t waver from their script. Anything they can’t handle is referred to assessors that don’t make contact with you as promised. I have been waiting 2 months for repairs. Be warned, CGU is part of Insurance Australia Group which includes SGIO, SGIC and Swann Insurance amongst others. I got on to CGU when I was police officer through Police Credit in Victoria (now...Bankvic). I’ll be letting Bankvic know that an insurer they recommend is the worst I have ever had to deal with and once my claim is finalised. Never, ever again will I insure with this company or one of the other insurers that are part of insurance australia group (iag). Emergency service workers and government employees stay well away from this insurer and other iag insurance companies.
Hopeless service from CGU
we were with CGU for over ten years. we have never make a claim until recently i had a car accident and i was my fault. CGU was quick at getting my car fixed but did not deal with the third party insurer properly. I was told by the third party insurer that CGU did not even respond to her emails and phone messages. Eventually I received a letter from the third party insurer that i must respond within 7 days otherwise they will take legal action against me. Cant understand why they are not doing the work when all information have been given.
An...other thing, they keep putting me on the phone to people who either can't understand or speak English properly or people who have not idea what is going on with my case. Absolutely hopeless company. we are changing our car insurer. CGU, not recommended at all.
Appalling experience - still dragging on through numerous communication breakdowns
Having been with CGU for years we will be looking elsewhere to cover insurance for all our family and business vehicles. I'm in the middle of a vehicle claim that has been ongoing since October and am appalled at the repeated communication failures that continue to this very minute. From the telephone system being in a state of disrepair and not up to the task (almost guaranteed to get cut off during a transfer then told repeatedly that it is a 'hot transfer' issue that has been going on for months) ..... to the photographs of my car being sent...through to the assessor and getting lost in the system .... to finally being reunited with my car and literally not recognising it as the smash repairer had resprayed wrong colour as he was never given details or photos of the car .... to the seemingly endless following up as the 'promised return calls' never arrived ... to the unanswered emails ... I'm on the phone now and the CGU rep on the other end has blamed a previous colleague for not being 'much chop' and keeps calling me 'love' [I am not your love; I am a customer] ... to the complaints process being directed to the wrong person. How CGU survives in the modern world of business is beguiling. I suspect I'll get a note saying "Thanks for the feedback and we're sorry ... blah blah ... please contact us on facebook. No, I don't use FB for that and no I'm not calling yet again to discuss and never hear from anyone again. CGU is a broken entity and I would recommend people take their business somewhere else.
- Comprehensive Car Insurance
- Verified customer
Make the process more stressful, upsetting and horrible.
We decided to use cgu after getting a small discount through our bupa insurance. Unfortunately my husband was involved in a accident and our car came off worse. First thing i did once we did the police report was ring cgu. The first lady was helpful and polite and after taking details let me know that the claims officer would be in touch with in 1 business day. They were. They explained that it would be 2 to 3 business days for the assessor to be in touch. After that i got a email disputing the claim from the other driver. So i rung cgu and sai...d that we were at fault. I was told i needed to pay the $600 excess asap, otherwise my claim would no proceed and then emailed a invoice for the $600. I paid this the next day. I then rung them that day and was told to give it a day for the money to show up. On the friday, 4 days after accident the crash repair company rung and said that the car would be looked at that after noon. It was, and at 4:30pm we rung them and was told it looks fixable. Rung Cgu about the excess payment, told its still not it. Monday morning (yesterday) i got a call from the crash repairer who informed me the car is a write off, come get your stuff and plates so we can move it to the yard for the cgu assessor. We rung cgu that afternoon, still no excess and then i was told that they will just deduct it from the payout. Not once since the wednesday has cgu rung, i don't know where the car is, i don't know where my $600 has gone. I have 5 children and it was the family car, so right now i can't get them anywhere. We did eveything right and everything that was asked only to seem very let down by this company, i am now moving the hubbys work car insurance and the contents insurance to another provider. Update for Wednesday 6th of Feb. The car is now getting re looked at in their "yard", after my husband spent another 20 minutes on the phone to them. Again he had to call. And threaten to take the matter further. the lazy crash repairs had report for 5 days and no one at cgu would think to ring them and ask about it. The assessor who rang me this afternoon was very friendly but again I'm still in the dark as to what is going on. All I want is to know if it is a write off or if it's going to be fixed. So far one call from cgu and one call from the assessor. And 2 from a useless crash repairer. I have also been informed that I was not informed that I could choose my own crash repairer. On the first call I was asked if I wanted my car towed to the closest cgu approved repairer. Which is 20 minutes from where I live. I only found out after the crash and car was removed that I didn't have to use who they told me to take it to. Who had a report for 5 days and then rung to tell me it's a write off with out actually getting cgu assessor opinion on first. And that getting me to remove plates was jumping the gun. Update 14 Feb. Nearly a week after being told it's a write off we are no closer to getting the pay out so we can start getting a new car. I HATE CGU. STAY AWAY
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!
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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