20% Premium Increase
After 3 years with CGU (as underwriter for Bendigo Bank Insurance), with no claims (ever!), I was surprised when my annual premium increased by 20%. When they were phoned I was given the usual, pre drafted, spiel about the cost of repairs increasing, I am getting older (a major insult - I am 63 and still working), the car getting older (4 year old Mercedes), the area I live in being high risk (I haven't moved) and the fact it is financed (no it isn't - but why should that matter?). One phone call to one insurance company and CGU's premium was a...lready reduced by 28%. Penalising loyal customers for being loyal and not claiming isn't a sound business model. On face value the cost of the banking enquiry is being passed on via secondary products.
My child had an accident almost causing near death 4 years plus. CGU is the insurance company for the company. Having to deal with these monkeys and still today they have treated my child like a nobody and have made my child feel it too. They continuously send him too specialist after specialist which is causing more harm to my child mentally and physically. I wish there was someone whom has had an accident like my child that works for CGU that can relate to my child as I know these office monkeys sitting behind a desk is only reading from a bo...ok and not the reality of the situation. We just want this company and employer to fix what they know is wrong with him but like to take the piss out of a person who was normal but now suffers PTSD and other serious medical symptoms. Believe me if my child even thinks of suicide or succeeds we will ensure CGU and the doctors CGU pay off will be legally held responsible. CGU is good for nothing.
I have had the worst experience on the phones, they allowed me to create a policy but not under my name so i couldn’t cancel it:/ and then getting through to them was terrible. Plus there are no benefits, I put it on hold for a few months as my car was off the road temporarily and then they put me back on the road and charged me a heap of backpayments out of my bank without my permission
Customer service is terrible!
I called to ask one question regarding the details of my policy and the person who I talked to was super arrogant and impatient. The only answer he gave to me is to ask a lawyer!!! My enquiry is relating to the policy details, why should I go to a solicitor? This is the worst customer service I have ever had!!!!!
Stalls at Every Step of Claim Processing
As a person assisting a claimant, I can say CGU is possibly the worst insurance company I have dealt with in 25 years. CGU under-valued the vehicle, claimed it had tried to contact the claimant when it had not, claimed it had not received information from the claimant when it had, and on multiple occasions delayed for days or weeks on quick administrative processes unless we phoned CGU and complained about nothing being done. If you insure with CGU, expect to have to do this over and over and over again for every step of the claim process. If C...GU staff need something from you in order to take the next step in the claim process, they probably won't tell you. They'll probably wait until you ask why nothing's happening. Then they'll do nothing with what they receive until you phone them again. When they say they'll process a payment "right now", that means they'll submit it to two authorisers, which will take more time. Then, after that, they will say it takes 3-5 days to reach the recipient's bank account, when there's no justification for that. And this is all after they've already done nothing for nearly a week after receiving what they said was the last documentation they needed - when the crash was 2 months ago. I have virtually no evidence that this company does anything required of it until a complaint is raised indicating that it hasn't been done.
Slow and Dumb
Two weeks since the non at fault accident and CGU haven’t even bothered to check to see if the vehicle is at the destined repairer. The extra cost car hire inclusion in the policy is a joke too. It only lasts for 21 days - come tomorrow 14 days would have passed and our vehicle is still left in no mans land. Urgency or follow-up is sadly not a priority of CGU’s. Avoid!
Get this too, we must fork out of our own pocket the cost of car hire for any period over the poultry 21 days CGU offers and then try to claim the cost back from the at fault p...
1 1/2 hours (2 calls) to transfer to my new vehicle then see what happens
Over 7 years with CGU. I thought I had my new car covered from 08.11.2018 but then I get a cancellation letter dated 13.11.2018 in the mail saying cheque to follow. It was suppose to be a simple transfer from existing car to a new one and at no stage did I request cancellation per the latest letter. I dealt with Liz based in Manila, Phillipines who advised me of the e/premium $109.95 & I tried to pay but she said I could not as I had to wait for the paperwork to arrive (5-10 days) so I could check it’s accuracy & then I could ring up & pay. Pol...icy would be a new one (internal system generated only) but I would keep the same policy number. So I am not really sure now whether I am covered or not. I suppose another call needs to be made tomorrow the 16.12.2018
As I write this I'm on hold. It took 1 hour and 5 minutes to get through, and then I got put on hold again. 1 hour and 42 minutes later, I think I'll give up.
Loyal cgu customer for almost 20 years. I got the new car insurance policy it went up $ 144 dollars when i phoned cgu about in they given me three reasons no 1 it was my post code no 2 it was my age and no 3 that i was going to make i claim so i went online for a quote and the price for i new member was $360 dollars less so as a loyal customer you get nothing as a new customer you get a great deal even after you email cgu the new quote never ever again with cgu not even a good recommendation policy is now cancelled.
I purchased car insurance through BUPA but the contract is actually with CGU. I am usually a loyal customer but I am just about to cancel my policy. Unfortunately my car was involved in an accident & the claims process has been horrendous. Multiple phone calls, hours on hold, being disconnected as you get passed from person to person, an allocated claims officer who is never available, being shunted to call centre operators who can't speak English well enough to discuss anything in detail, requested call backs that never happen, having to expla...in everything over & over to each new person you speak with... I disputed the excess applied & despite 3 weeks of continuous effort which actually resulted in a review of the recorded phone conversation of my most recent renewal, wherein I was proven to be right, the company refused to help & did not care that I've chosen to leave in protest. No customer service, just robots who attempt to wear you down & hope you'll go away. BUPA need to find a new underwriter.
worst experience ever. would give zero starts if it was an option.
worst experience ever.
Im just your average hard working tradie.
had full comprehensive vehicle insurance on my work van.
Had an accident that wasn't my fault and was treated horribly.
To be honest i wished i didn't have comprehensive insurance, i would have been better of.
I paid a premium for a so called top product and got absolutely appalling service in return.
Cgu were not honest, open or transparent, when it came to aspects of my claim.
I had to get 4 different car valuations before i got one with any evidence about how they ...
Do not go through cgu ..absolute RIP offs
Car had water damage.
Cgu needed 4 opinions..give the car back unrepaired but still want their excess.
A week later ..all codes on dash and motor affected.
CGU Insurance Claims Is A Joke
CGU Motor Vehicle Insurance claims process is a joke.
No one can assess a vehicle & deem it fixable then a week later write it off due to damage from when the vehicle was stolen & recovered.
Crash repairers can't fix anything. This get complained about. Doesn't get fixed. CGU put your life at risk. Your family lives at a risk.
You tell them you want a 2nd quote they don't allow it.
They break the Motor Vehicle Insurance code of conduct.
They put you under extreme stress financially, emotionally & mentally.
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.
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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