It takes almost an hour to answer the phone,
in the end you get nothing, disgusting, if you have
insurance with them get out now or you will become very
angry and depressed! when its time to make a claim.
Worst experience ever
Our car was hit by customer of CGU car insurance and due to their customer's fault we were told to get a hire car and pay the price for hire car and send them the receipt, every time we call them they telling different stories and can't even contact them easily, we had to wait more than 30 minutes every time when we call them. It's been more than six weeks and still have not received the money for the hire car.
I called up for a car claim policy, and i was put on hold longer than aeroplane ride from australia
I called up for a car claim policy, and i was put on hold longer than a aeroplane ride from australia to america. Terrible, terrible never go with these people!
Terrible insurance company worst experience
The company has left a bitter taste in my mouth the other fella that hits me insurance (aami) was better if u are thinking of insuring through cgu run the other way 5 weeks and my cars still not done atleast 1 more week
Car repaired after hours of my time chasing after CGU
I am a third party and my experience has been very stressful and have had to spend hours and hours of my own time chasing it up to get the car repaired and getting re-imbursed for out-of-pocket expenses.
They put all of the responsibility on the third party to get the car repaired, I thought that would be their job.
Cannot claim and long process for nothing.
I rang them to make a claim then I was put on hold for 1hr. What’s worse is the line was cut. Called them back and explained how I was treated. Transferred again and waited forever Got someone on the line and they would say anything to make you lose yourself and get angry and threatened to end the call. Unnecessary questions just to get away from settlement. Never ever again going back.
CGU "The House Always Wins"
Do not use CGU. They will do anything to not pay and the worst thing is there is nothing you can do about it.
Complain and they get worse. Purchasing insurance is a contract between you and the company. Trying to enforce the contract if you not happy with it is time consuming and expensive. CGU know this and use it as a tool to under pay or not pay at all. CGU "The House Always Wins".
- Car Insurance
- Verified customer
is anyone posting here actually a CGU client?
BEST!! I'm confused by these reviews I've had an amazing experience I got into a car accident and they have been so great replaced all my baby seats I'm so happy with how quick and easy it was to claim (I was at fault) I highly suggest them and confused at the reviews they have personally been great and unbeatable on price
Car stolen under CGU repairer care
Small bingle, went to their repair agent, car was stolen. AGREED VALUE....automatically depreciated annually, left me some 10k out of pocket for special vehicle. Claims tried to get me to pay rego which was prepaid on car. Crash repairer basically told me to whistle dixsy, so now my stuff that was in vehicle, whilst in CGU "APPROVED REPAIRER" Care is gone. If you decide to take insurance with CGU INSURANCE, let me say this to you now, " you're a complete moron and deserve it"
- Car Insurance
- Verified customer
Worst Insurance Experience I have had in 39 years of car insurance
Was sent a bill for $2637, it was in the wrong name, quoted the wrong registration and details following an accident my daughter was involved. I tried to call CGU to correct the error . I was placed on hold 3 times whilst being transferred to the wrong departments and I was cut off during the process. I called back and was told there was a long waiting time but after 50 mins I hung up. I called again and requested that someone could call me back but was told there was not that facility available. I then asked to speak to a Supervisor and was to...ld the Supervisor was not in the office today. I hung up and have decided to ignore the Tax Invoice I have received from CGU. Let them call me now. We are insured with RACQ who gave me a claim number to forward on to the other vehicle owners involved in the accident, they were available to speak to me after a short waiting period whenever I called and after this experience with CGU I am relieved that I have never nor ever will deal with them. I only gave them a one star since I didn't know how to rate them zero
Got brushed off for calling for cancellation on the weekend
My mother just called to cancel our registration with them, and just got told that their phone service is "not entitled" to do larger matter than claim and to call back on weekdays. We've been insured for so long but got back nothing on the time of need, and while there are other insurance company that does the registration over the weekend, CGU just happens to not have someone on post to process important matters.
Thankfully I am not insured with you!
I am not your customer, had to deal with you as the other party who damaged my car is your customer. Your staff are rude, angry and down right liers. After I got the claim number, went ahead to get a repair quote, and called them to ask when the repairs can happen, the obnoxious female staff who took the call told me to go back to my own insurance and make a claim. May be high on meth to say the least. Time to tidy up your act!
Waiting on the phone for close to an hour to speak to a human being!
My wife is insured with CGU through work. When she accidentally reversed into my car in our driveway i had no idea what i was going to face with this insurance company. At first i was told emphatically by CGU representitive that i cannot claim through them and i need to ring my insurer (which is false), then i spent waiting to talk to a company representative for close to 1 hour to organize a hire car, then another 45 minutes to ask them to extend the hire for one day as my car would take a day longer in the workshop to be repaired. On the phon...e, my concerns were completely dismissed, i was told that it is normal to wait that long and no apologies of any sort were offered. Shame on you CGU - second rate service from a second rate company. I will never buy insurance from you - incompetent and rude.
Archaic claims process suitable for people with time only
Had to make a third party claim recently and had to ring CGU claims department no less than three times. It took me no less than 1 hour on hold before I could speak to someone. When asked about an extension or specific person I could direct my queries to in the future and to reduce the amount of time spent on the line, I was told "Our wait times (on a call) is usually one hour"!!! In this day and age, one would think wait times of over 10 minutes on the phone is non-existent. I'm a professional in the research sector and have extensive experien...ce in CX research. @CGU If you are reading this, your CX strategy is in desperate need of overhaul before your customers defect (if they haven't already done so!) and your reputation is at stake here. I will not only be a critic, but I will also actively speak poorly of CGU when the opportunity arises.
Suitable for people who have patience and time
Made me wait for 1 hour and 05 minutes Then My battery died. I gave them a call back and again another 57 minute...what a waste of time...
They have no email id either to contact on google or website.
Customer Service is Bad
Had a to make a claim.
Every time I called up and transferred and been put on hold for more than 30 minutes in different occasions.
I won't recommend CGU.
I was half hour into a 2 hour drive, when a stone flicked up and cracked my windscreen, I called cgu on the way and explained what happened, this was a Wednesday, by Friday I had a new windscreen installed, no questions, no hassles!!! Best service ever!
- Car Insurance
- Verified customer
Accused of committing fraud when THEY haven't paid in nearly a year
Customer service BEWARE. Something has changed in the CS team as I have two active claims which has resulted in two complaints. Both officers have used tone in voice that was either rude or accusatory. I feel like we need to record our conversations as previous notes are all "missin" - alleging that calls didn't take place and final straw was being told my claim was "suspicious". When the officer realised he made an error in his dates, he just "moved on".
CGU seriously needs to step up their training as I am a long time customer who has r...
I had to get my cracked windscreen fixed. Made the claim on Thursday and by Saturday it was fixed. The staff were polite and friendly and best of all fast. No dramas.
Promise the world, don't deliver
A 4 car pile up on Thursday 1st Feb effectively writes off the hyundai i30 Claim lodged that day and person taking the claim asks about the damage. Tell them the tow truck driver said it would be a write off, so the consultant suggested that we commence the paperwork there and then so the claim can be put thru asap. And that's what we do...VIN no, bank account details...all provided. We look for a replacement car on the weekend and put a deposit on one. It's now Wednesday 7th Feb and I follow up on the claim again today (as we did Monday and Tu...esday) only to be told it still has to be assessed and then we have to wait a further 2 days for the report from that person... meanwhile we want to collect our replacement vehicle on Friday 9th. So much for reducing inconvenience. The left hand doesn't know what the right hand is doing at this mob. Bloody hopeless.
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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