Poor customer service, family left high and dry, do not use CGU for Car Insurance
I was rear ended by another driver, we exchanged details and claims were lodged. The initial claim process with CGU was quick as the other drivers insurance company was liable for all the damages. CGU only offered two possible repairers, neither of which were close to my work or home which was a huge inconvenience.
After the car was inspected by the crash repairer, CGU were notified that my car was going to be off the road for at least a week. CGU said the only thing they would do for me and my family was provide me with a $50 cab voucher so I...could get to work or home from the crash repairer, they would not provide a hire car and they would not request the other insurance company provide me with a hire car even though the other driver was liable. After ten+ years of paying my premiums to CGU they have let me and my family down when we needed them most. They have lost our trust and business and we would not recommend that anyone uses CGU to insure their motor vehicle(s) in South Australia.
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!!!!!!
Horrible in Handling Claim
I had been with this company as a customer for last six years. Look what they did to me.
My was damaged; as someone hit from behind, the other car’s insurance company supposed to pay but we put the claim through my insurance which is CGU, but still it’s not been fixed.
We put the car in Spot on panel, partner to CGU, who said that the car is write off than what CGU guys did is without informing us transferred to another repairers which we never heard of and I was so furious First, they did not inform us, second we want our car to be repaired ...by reputed repairer not with some dodgy repairers. When I told them this they are now trying to offer me some cash for the repair, which is unacceptable. I am stressed and very Disappointed at such treatment from a company with whom I had been for a long time.
I wouldn't give 1 star either. They never solve my problem and not even willing to solve the problem. I am waiting for more than 3 months to get fixed my car where the CGU's client at fault and CGU's response is "waiting for client's reply, so they can meet their obligations" and that "reply" is taking for that long and when I ask how long is going to take, they say "we don't know and we don't give time frame". Such a rip off company, liar, 0 customer service, lazy employees. You wait for at least 30 minutes to speak with the agent, when they answer your call, they even not apologatic, instead they are rude and never solve your problem. Not recommended, stay away from this company, hope they go for bankruptcy.
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?
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.
Had a crash and now my car is sitting at home waiting for it to be towed and assessed and they still cant come after over a week so Im gonna tow it myself.
STAY AWAY FROM CGU
WARNING to steer away from CGU! Worst company ever! They will try and find any policy to try not to pay you what is rightfully yours. Even the top manager will fabricate his own policy to get away with not paying you and us workaholics cant afford expensive lawyers to fight against them. Do yourself and everyone else you know a favour - STAY AWAY.
Horrible! Company that provides misleading information.
We have been with this insurance company for 3 years and it is only when it comes to being involved in a car crash that you realise how unreliable they are. Signed us up for insurance telling us that an under 25 driver was insured. When it has come time to claim a not at fault collision, it has been rejected because the cover had 'inexperienced driver' not 'age' as the excess. We were not explained this at the time of commitment.
Contacted the company and was told because the original conversation occurred in person, not over the phone there was no evidence/recording and that we essentially had no rights.
Company doesn't care about customers, only about dollars.
Wouldn't recommend to anyone.
Bureaucratic, argumentative & unpleasant to deal with
** Don't bother to contact them through Facebook as requested - there is no outcome from doing that. **
Bureaucratic, argumentative & unpleasant to deal with - and I am just trying to get a list of the claims I have made so I can get quotes from other companies.
I had the same problem last year and ended up staying with them just because I couldn't get the information I needed in time. Surely this is illegal.
Update: I eventually got the information I needed - in just a couple of minutes - on the 5th phone call. Why were the other 4 people...so argumentative & unpleasant to deal with? I shouldn't need to make 5 phone calls in the hope of getting lucky and finding someone knowledgeable & helpful. I will be leaving this company even if it costs me money.
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 Insurance decision of my life.
The worst experience ever. I will never recommend CGU and cannot wait for the day I leave. CGU do not deserve a 1 star rating but that is the lowest I can give them.
Been with them 6mths.
I have contacted CGU over 10 times over 3wks and have never had a response.
There communication systems are call centres overseas and the assessor here never speaks to you. They have had my car 3 wks and they treat people with total disregard.
I contacted the financial obudsmen and they referred me back to cgu.
3 wks no car and no response from assessor after multiple phone calls and emails.
Never use this company is my recommendation.
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.
Poor insurance company
My car was stolen for two months,Without compensation, they also asked the investigator to conduct a comprehensive investigation of me, including your income, your friends, call records,After two months, the police found my car. I need some repairs. They still try to stop me from repairing.I haven't fixed my car until now.During the claim period, you must pay for your insurance.Don't apply for this insurance company. They only try a thousand ways to make no claims! Very bad
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.
Terrible doesn’t even begin to describe this company
3 weeks ago a CGU client ran into the back of our car. Our car is unable to be driven. My husband was waiting so long on the phone to get through to CGU that twice he gave up. When he finally got through he was told there was “a hold up” but no further details. CGU have made no effort to contact us despite photos and their form being forwarded from the panel beaters.
We a struggling with one car- 2 of us working full time and a school child. We are NOT at fault!! Why should we be made to wait! Disgraceful lack of service and understanding. Would never insure with CGU
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.
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
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.
Phone 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
- Comprehensive Car Insurance
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
CGU/HBF the worst applying experience
Caveat: HBF and CGU is purely the same. CGU is the insurer for HBF. HBF quote was $2/month more expensive although I got a 5% discount from them due to home insurance :-) PDS, which I read from and to, is 1 to 1 among those. HBF, by the way, when did copy/paste lost some statements' endings :-D
Tried to apply via the CGU Website. For my brand new Tiguan Wolfsburg Edition 2018 + extras the maximum they offered in agreed value was ~$59K when I was paying $65K. The thing is, the car actually MY19 but was manufactured in Dec 2018. In REGO it's 201...
Questions & Answers
Can anyone tell me if I’m covered by my insurance if I drive 4 weeks post c section pending I have drs approval/clearance? I can’t find much online in regards to this.
Hi Kate, thanks for getting in touch. Our PDS doesn't have anything listed about driving after surgery. We would recommend you go with what your doctor advises. If they advise you to wait a certain number of weeks, we are happy for you to drive on your doctors advice. Hope this helps. ~Bec
Thank you for your reply. I rang and that’s the same thing I was told on the phone which is great. Dr has said I’m fine to drive so long as my insurance provider is happy for me to do so. Wonderful news for me as not being able to drive and having 4 children makes it hard. I’m going to wait another week as advised then I can finally drive again.
Fantastic to hear Kate! You are most welcome. All the best to you and keep safe! ~ Rick
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!
Get an answer from our members and CGU representatives
|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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