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.
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.
Dodgy at best.
Everyone you ring gives you a different answer as they don't read the previous notes properly. I was sick and they were pushy. Their assessor was biased and argued with me the victim of a rear end collision. Don't go there you will regret it.
Love to muck their customers around
CGU was the company that loves to mark the customers around the call centres are in Dubai and India from the sounds of the accents and they are extremely unprofessional there is a lot of background chatter and heavy breathing into the microphone also other people screaming Indian words across the call centre. Extremely unprofessional not satisfied
Good but irrational
Cgu were great with not at fault claim and great when car was stolen. Won't insure my replacement vf commodore now that I have put 20" wheels on it, purely because it's an evoke that started with 16" wheels, any other commodore model would have been fine as they started with 18" and more then 3" they won't cover
Where is the difference between an sv6 and evoke apart from engine and trim, same mechanicals, surely same safety on 20" rims
Not bad so far....
Have been with CGU coming up to 2 years now after purchasing new Honda vehicle. First time to contact claims department was when a lady ran up the back of me on the freeway near Sydney airport. Process was relatively simple and easy. Customer service is ok. you get a dedicated claims consultant. Get a SMS confirming no excess payable and repair quote approved. The only con i had was the delay whenever i try to call (unfortunately my consultant was apparently sick for 2 weeks and no one else can manage the file). when i do leave msgs/emai...ls, i do get a response eventually. This is not considered too major an inconvenience. another is the delay in getting my car repaired (2 months). but this was prob my fault given i chose my own repairer. there were conflicting responses as CGU says they informed them repairs approved whereas my repairer says they received no confirmation. CGU wont send you any formal confirmation (besides the SMS). I also received a after service check up call from CGU about a month after repairs done. Not sure if this is standard practice or just because they were confirming if i've taken back my car so they can close the claims file. Pricing is abit expensive though. Annual premiums have increased about $20 pa. (normal i guess). $1k compared to $677 from NRMA. still deciding whether to switch but abit hesitant given all the negative reviews with NRMA one. Overall, i'll give CGU 3 out of 5 stars. (lose 1 star given price).
Been with CGU for years with a rating one. Just purchased a new vehicle which is an update of the previous two year old one. CGU put the Premiums up by $350. Would not even negotiate to retain my business. Saved $280 and changed inurers, ridiculous attitude by CGU, in not being interested in looking after a loyal customer with a safe driving record.
So far so good
I was insured with Bupa but the underwriters were CGU, last week I had a young kid crashing into my rear bumper on the Monash Freeway. When I called Bupa the call was forwarded to CGU and agent was helpful and polite. So far so good, I will update this review once the repair is completed.
Helpful and Polite
Premium is a bit expensive then others, but if your comparing apples with apples, then you pay for what you get.
Claims wise, had a good experience.
I was not impressed with CGU's insurance coverage, why should I lose rating because someone vandalised my car. It was better for me to pay for the damage repairs myself
They don't cover for malicious damage, or kangaroo damage
I am looking for another insurer. As my son lives in Perth and is young I think using an online provider will be the way to go. I have investigated, online, and found a new provider and I think we will try them.
They paid up quickly on two insurance claims - one for a broken windscreen and they other for vandalised tyres. Neither of these caused a change in the policy price.
The cost for under 25 yrs is very high. Just over $2700 a year. My son has been with them 2 years and recently lost all gains due to no fault of his. I rang recently ...
Coverage was reasonable but they insisted on normal fittings being extras therefore bumping up the cost Only when changing to another insurance company did they ask what could they do for us feel is they asked this question earlier the change would not have happened.
Easy to access thru credit union
Very difficult to get them to accept standard car fittings as not being accessories
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!
|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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