An instance company and that is it
My most recent experience with CGU has not been a pleasant one unfortunately. They have kicked numerous home goals and made my decision to terminate the multiple policies I have with them an easy one. Some weeks ago I unfortunately hit a kangaroo on the way to work, after the claim was lodged I took my car to the auto repairs where it was deemed unroadworthy. After contacting CGU to inform them and to commence organising the hire car which is on my policy. I was initially denied this request and had to ask the assessor to liaise with CGU to i...nform them the car I is unroadworthy and is not leaving the work shop. It was only then approval was given to get a hire car. Two weeks later I got a phone call from the repairer informing me they were having trouble getting parts and the repair time had to move left one week. I then contacted CGU let them know. I was amazed to learn that CGU weren’t even aware I had a hire car and tried to deny the hire car was even on my policy. As the maximum hire car rental under the policy is 3 weeks I also asked for an extension of two days to allow me to have a vehicle up until I got my car back. I was informed this would be requested and we would get back to you to let you know the outcome. Two days later I got a call from the hire car company wondering where there car was and why it hadn’t been returned, so again rand CGU to find out what was happening only to find out my request for a two day extension had been denied but no one had communicated this to me.I am now out of pocket and significantly inconvenienced through no fault of my own. The cost to CGU for a hire car extension would have been $140. I have since lodged a comprehensive complaint and look forward to discussing these communication shortfalls at a higher level. Regardless of the result I will be terminating all my policies with CGU.
- Comprehensive Car Insurance
Been 2 months since a collision because of kangaroo, and not sure how many more months they need.
On 7th March 2021, wife was coming back from work and accident happened because of a kangaroo between 11-11:30pm. car ended up hitting a tree on left, son went to pick her up and he called the nearest towing company to pick the car up, towing person saw two kangaroos in the area as well while coming to pick the car up on the other side of the road where accident happened . Stupidly, our claim was handed over to a team over East while we are living in WA. Then we weren't told where they are keeping the car and the head of this team has always be...en busy and we waited nearly three weeks to get hold of him on phone, we called CGU numerous amounts of time, people on the other side of the phone have been so rude and unprofessional to us while in our current situation, we are without a car and my wife is a healthcare worker who needs a car to go to work. The amount of Negligence is indescribable here, its like we have committed a crime by simply even calling them. They are now asking a CSI Investigator (whose address can't be found on google) to interview Me, my wife and my son, even when we have a witness (person who towed the car) , oh that's not all, we insured the car on agreed value plus the options, the car came with from factory like 20 inch sport wheels, 3rd row seats, sport suspension etc and they are saying these options are standard on the car. we don't even know where the car is, it is most likely collecting dust, rusting and water damage in someone's yard (because of recent rains) we have absolutely no update on it, they are saying the car is most likely to be written off however, they haven't written it off yet and we are still paying for the insurance while we dont even have the car, Rego expiring in june 2021, we have health insurance with HBF and considering the amount of time they are taking for this claim, it puts a lot of doubts in our minds as a customer because in future, if we ever have to make a claim for health reasons, god knows how many months they will take to process it. if this claim is not processed quickly, we are cancelling all of our HBF/CGU insurances. They are now asking us to be interviewed by a CSI investigator.
very bad, very slow, passing responsibility to client, inefficient car insurer so far
husband had accident early hour on easter (midnight) from work. to cut story short of incident, hes not at fault. hes got two witness- both numbers given to cgu. other party drive off, witness took photo of plate number, police is involve who called us after a few hrs that the other party was found. we give the other paryies detail to cgu, i thought wow, easy job for cgu now. they book tow truck to take our car after easter weekend, so Tuesday, waited til afternoon, no show. called cgu, said its been filed but our address is not forwarded ( wha...t a stupidity, 1st thing u need to arrange pick up is address), had to swap work day the next day to make sure somebodys home. smash repairer has no update whatsoever on when/ what- 5days now. we had to hire a car, even if its not our fault, cgu said they cant claim it on the other party cos they dont have it on their cover, and theyre contesting the claim as well.. i said, theres a witness, why did she runaway.. and theres cctv in the area, which is another problem. cgu doesnt have the “Ability” on how to obtain cctv. we initiate calling & inquiring to the police, who said they cant issue it to the public, and its not our responsibility to worry about it.. we told cgu, they said the police told them its us who should request, its a back in forth police inquiry about it... SO LAZY, being paid to pass their job to clients. evrything/ evidenced/ witness was handed down to them, yet they dont know how to do their job.. such an incompetent company.. im keeping a record of dates/ conversation now cos if they dont deal with this quickly & properly, ill be escalating to ombudsman. who knows, current affairs might be interested as well update: after 6 days of car being thawed to repairer (who didnt give a call to say how long it will take). we just called & been told 6-7 wks (how lovely). school holidays over soon, so my prep son will walk evryday to school. as cgu doesnt even provide courtesy car & doesnt know how to claim from the other party
Losing Thousands $$$$
After being rear ended on the way to work by an uninsured driver. I contacted cgu and made a claim. I was then informed that hire car would not in fact be covered and that I would need to pay this myself. The consultant recommended a repairer and arranged a tow truck. Upon arrival with my car I was informed that the smash repairer was incredibly busy and would be 6weeks before anything would happen. Why on earth are consultants recommending repairers who do not have time for the work! I was not at fault and am now out thousands of dollars in c...ar hire!!! Absurd! When my car is finally repaired I will be switching to a better insurer. *** Update*** 6 weeks on and I was told my car was ready for pickup. After spending countless hours on the phone to cgu and their poorly trained staff who try to distract you with apologies and long wait times, I am still struggling to arrange for my car to be repaired PROPERLY!! The repairer cgu chose did a horrible job with the back bumper not on properly, smashed number plate frame still, dodgy silicon work thats been painted over, and the fact that I have to roughly slam my boot for it to close properly (and the list goes on and on)... Today an assessor called me back and was extremely rude. He ended our phone call by saying it was not achieving anything (apparently he was under the impression that by speaking to me in an abrupt authoritative way I would roll over and give in). Frankly I am ropable with cgu and will be making a complaint to the financial ombudsman.
Appalling customer service. Charged for 2.5 years for a car that was no longer mine. Told no refund possible.
I rang in 2018 to cancel my car insurance. I know I did because I did not reregister it in WA when I posted as it would not pass the pit inspection. Today I was told I was still being charged every month since 2018. And no refund was possible, because since I no longer had access to my email account I had no proof of sale to the wreckers. Despite ringing to complain about them ignoring a failure to update my email address the previous month (another unlogged phone call), they called me a liar, my explanation completely unbelievable, and told me...they never make mistakes, and the hundreds of dollas I have just lost are not their problem. As a Defence veteran, and as our preferred insurer, this is a disgrace. I was then sent an email to find proof. Proof. Of a sale of a car I DON'T OWN to a wrecker in 2018! Which I told you in 2018. Nice handball. Nice theft.
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.
Most Frustrating experience I have ever had with an Insurance Company
I have 3 cars currently insured with CGU and will be ceasing all policies after this claim is finalised. My 18 year old son crashed his car into a tree on 23/01/2021, we rang to make a claim on 25/01/2021. The call was taken by an offshore call centre who are clearly given scripting they are not allowed to sway from. When I asked what I needed to do to get the process rolling I was told to wait for a call with the next steps of the process. I have followed up daily with what is required (luckily I an on annual leave ) but am told the same ...thing every time. My son obtained a Police Report and I emailed that together with the registration documents as requested and called on Tuesday 9/02/2021, to confirm they had been received. I was then told CGU would need to obtain a copy of the Police Report and this would be requested by another team. I have called today to follow up and have been told this has not been done. I then called another number to see if I could get any further information only to be told that the claims team now need a Version of Events from my son ( who is at work ). He assured me he would be calling the claims team and have someone call me back. This has not yet happened and in my opinion I would have thought this would all be in the Police Report anyway. Update , today I went to the Police Station to follow up on the Police Report and they advised me an Insurance company are unable to request a copy of the Police report due to Privacy and if it is required we would have to complete an application, pay $79.50 and it takes about 2-3 weeks to get. They are unsure why this is required and advised the Version of Events should be adequate. Called CGU back and again was advised they would email the review team with this information, as they are unable to transfer. Very Very poor service. Today is 18/02/2021. Still no closer to finalising the claim.
"The Most Appalling Service & Attitude" Insure At Your Peril
I have never left a negative review for any business nor have I ever been driven to do it and sadly this is the first, I must say first it was somewhat soul destroying to see just how many bad reviews are on here I gave up reading after the 2nd page, how very shameful.
I have 3 comprehensive policy's with CGU 2 x Car & Contents, 3 weeks ago I had an altercation in a carpark, the other vehicle claimed I reversed into them, I maintain I had reversed out and was stationary with my foot on the brake and engaged in drive, story too long but the othe...
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.
Never use this company
Worst ever - I had my CC stolen so wanted to change my card details - what a carry on - the end result was that I was refused the information - My insurance was due yesterday I wanted to pay money and they refused. WTH kind of company is this?
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.
BUYER BE AWARE . NOT WORTH IT.
My vehicle was with CGU as they are the sub company people's choice uses along side car loans. Cheap, they insure drivers under 25 with higher level cars.
BUT, as soon as you have to CHANGE details they are even too incompetent to update your details. 8 months! Yes 8 months! It took them to change my address (which was in a new state), my number plates and my phone number???
Good thing I never had to claim as I've never been in an accident (touch wood) but please beware of this useless company!!!! The customer service is AWEFUL, rude and b...elow average attitude comes from anyone you speak to. I was so happy to leave that company behind as my vehicle is my absolute pride and joy and I'd hate to see what happen if one did ever had to make a claim if it takes 8 months of constantly having to call up and check or change details. This company is beyond useless.
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
STAY AWAY FROM HBF & CGU
They took 2 policies out of direct debit from my car for over 16 months.
I have one car one driver. Instead of cancelling one policy they kept deducting monthly for 2 policies. Only found the issue when I reviewed the policy cover. The policies were sold by HBF. After finally resolving issue. No apologies were given, a cheque was issued with a wrong name, no loss or compensation was offered or provide and on top of that to disgust, HBF sent a letter to charge me for cost of policy increase as my car insurance was removed from my multi policy discount. Never again with HBF or CGU!
Very price orientated Insurer and NO loyalty or incentive considerations for the Customer
Bought my car from Mazda in 2013 with CGU Insurer suggested for my Comprehensive Car Insurance. I have been with them for 7 years now and all these years, I get an increase on premium with no reason why. Initially I thought it's part of inflation. And then I found out this week from my partner that his Insurance has given him discount and he gets that almost every year. I was like, "what? how?"... I had never claimed for anything, I have not had any accidents (God forbid! #KnockOnWood), has a Driver's rating of 1. I don't get it and yet I p...ay more?? So I called them yesterday and said I am cancelling my insurance. The Insurance representative (bless him) just took my request without questions and just allowed me to leave. I felt betrayed, this Insurance Company simply has no loyalty to their Customers and have happily taken money from my account monthly --> talk about Customer service!
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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