- Car Insurance
My parked car got hit by an old man just before Christma, unluckily CGU happened to be the insurer for the old man. My insurer is waiting for them to acknowledge liability and pay for a straight forward incident, but never happened!
If you have any issue with these clowns regards the following:
-If you gave instructions and they weren’t followed.
-Where you dispute liability for a car accident or insurance excess.
-Delays in making a decision.
Try to make a complaint online directly to AFCA (Australian Financial Complaints Authority)
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
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.
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.
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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