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
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.
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.
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.
Horrible! Company that provides misleading information.
We have been with this insurance company for 3 years and it is only when it comes to being involved in a car crash that you realise how unreliable they are. Signed us up for insurance telling us that an under 25 driver was insured. When it has come time to claim a not at fault collision, it has been rejected because the cover had 'inexperienced driver' not 'age' as the excess. We were not explained this at the time of commitment.
Contacted the company and was told because the original conversation occurred in person, not over the phone there was no evidence/recording and that we essentially had no rights.
Company doesn't care about customers, only about dollars.
Wouldn't recommend to anyone.
Bureaucratic, argumentative & unpleasant to deal with
** Don't bother to contact them through Facebook as requested - there is no outcome from doing that. **
Bureaucratic, argumentative & unpleasant to deal with - and I am just trying to get a list of the claims I have made so I can get quotes from other companies.
I had the same problem last year and ended up staying with them just because I couldn't get the information I needed in time. Surely this is illegal.
Update: I eventually got the information I needed - in just a couple of minutes - on the 5th phone call. Why were the other 4 people...so argumentative & unpleasant to deal with? I shouldn't need to make 5 phone calls in the hope of getting lucky and finding someone knowledgeable & helpful. I will be leaving this company even if it costs me money.
Thank you for the prompt service
While customer service can be a little slow in responding (heavy workload possibly??) I am very happy with the value of the service provided to me. It's the first time I had to submit a claim and the outcome was excellent. Good repairer, good customer service by CGU in resolving the matter. Thank you!
The Worst Insurance decision of my life.
The worst experience ever. I will never recommend CGU and cannot wait for the day I leave. CGU do not deserve a 1 star rating but that is the lowest I can give them.
Been with them 6mths.
I have contacted CGU over 10 times over 3wks and have never had a response.
There communication systems are call centres overseas and the assessor here never speaks to you. They have had my car 3 wks and they treat people with total disregard.
I contacted the financial obudsmen and they referred me back to cgu.
3 wks no car and no response from assessor after multiple phone calls and emails.
Never use this company is my recommendation.
The worst vehicle insurer in Australia
I am comprehensively insured with CGU. I had an accident where the other driver was at fault. Communication is absolutely terrible. You speak with offshore human robots in Manila that don’t waver from their script. Anything they can’t handle is referred to assessors that don’t make contact with you as promised. I have been waiting 2 months for repairs. Be warned, CGU is part of Insurance Australia Group which includes SGIO, SGIC and Swann Insurance amongst others. I got on to CGU when I was police officer through Police Credit in Victoria (now...Bankvic). I’ll be letting Bankvic know that an insurer they recommend is the worst I have ever had to deal with and once my claim is finalised. Never, ever again will I insure with this company or one of the other insurers that are part of insurance australia group (iag). Emergency service workers and government employees stay well away from this insurer and other iag insurance companies.
Poor insurance company
My car was stolen for two months,Without compensation, they also asked the investigator to conduct a comprehensive investigation of me, including your income, your friends, call records,After two months, the police found my car. I need some repairs. They still try to stop me from repairing.I haven't fixed my car until now.During the claim period, you must pay for your insurance.Don't apply for this insurance company. They only try a thousand ways to make no claims! Very bad
Never again with this insurer
I made a claim after being involved in a collision. Imagine my horror when told less than 24 hours later by my "case manager" that they DON'T investigate and only go on the statements. As I said my INTENTION was to merge, the person who's supposedly supposed to work for me deemed me to be at fault. I hadn't changed lanes, the person on the phone who I initially contacted had written it up as I had, the email that I received said that I had, when I queried that and asked it to be changed, nothing was done. 85 days later when I ring to find out w...here the matter was at, was told it had been closed within days, had not been investigated because I was at fault and the other party had already been paid. When I escalated the matter was told that the initial woman who made the decision had admitted my liability to the other insurance company within days, had not sighted a statement or diagram at all, I was told she would be "retrained". When i pushed further was again told that the guy who was looking into would not change the decision, had not sought any CCTV footage himself had not read the statement or seen a diagram from the other party. Also stated if I could supply the CCTV footage or wanted the phone calls listened to I had to pay! Needless to say I have cancelled my car insurance and home and contents policies with this company and hope anyone else considering this company be very cautious, they're not working on your behalf at all.
Terrible doesn’t even begin to describe this company
3 weeks ago a CGU client ran into the back of our car. Our car is unable to be driven. My husband was waiting so long on the phone to get through to CGU that twice he gave up. When he finally got through he was told there was “a hold up” but no further details. CGU have made no effort to contact us despite photos and their form being forwarded from the panel beaters.
We a struggling with one car- 2 of us working full time and a school child. We are NOT at fault!! Why should we be made to wait! Disgraceful lack of service and understanding. Would never insure with CGU
one of the worst cgu insurance case manager totally no knowledge
hot line doesn't work. I have been hung up on several times. I have been waiting in line for more than 45 min.
Your team doesn't resolve anything. Doesn't call back when they say they would. Dragging out to pay for my claim and I can't get my car repaired
Absolutely ridiculous and useless company. one accident aske pay do claim to spertate what a joke.. give me a date to fix car next may 8th 2019... they said not sure what will happen . no contact nothing further information
- Comprehensive Car Insurance
- Verified customer
Make the process more stressful, upsetting and horrible.
We decided to use cgu after getting a small discount through our bupa insurance. Unfortunately my husband was involved in a accident and our car came off worse. First thing i did once we did the police report was ring cgu. The first lady was helpful and polite and after taking details let me know that the claims officer would be in touch with in 1 business day. They were. They explained that it would be 2 to 3 business days for the assessor to be in touch. After that i got a email disputing the claim from the other driver. So i rung cgu and sai...d that we were at fault. I was told i needed to pay the $600 excess asap, otherwise my claim would no proceed and then emailed a invoice for the $600. I paid this the next day. I then rung them that day and was told to give it a day for the money to show up. On the friday, 4 days after accident the crash repair company rung and said that the car would be looked at that after noon. It was, and at 4:30pm we rung them and was told it looks fixable. Rung Cgu about the excess payment, told its still not it. Monday morning (yesterday) i got a call from the crash repairer who informed me the car is a write off, come get your stuff and plates so we can move it to the yard for the cgu assessor. We rung cgu that afternoon, still no excess and then i was told that they will just deduct it from the payout. Not once since the wednesday has cgu rung, i don't know where the car is, i don't know where my $600 has gone. I have 5 children and it was the family car, so right now i can't get them anywhere. We did eveything right and everything that was asked only to seem very let down by this company, i am now moving the hubbys work car insurance and the contents insurance to another provider. Update for Wednesday 6th of Feb. The car is now getting re looked at in their "yard", after my husband spent another 20 minutes on the phone to them. Again he had to call. And threaten to take the matter further. the lazy crash repairs had report for 5 days and no one at cgu would think to ring them and ask about it. The assessor who rang me this afternoon was very friendly but again I'm still in the dark as to what is going on. All I want is to know if it is a write off or if it's going to be fixed. So far one call from cgu and one call from the assessor. And 2 from a useless crash repairer. I have also been informed that I was not informed that I could choose my own crash repairer. On the first call I was asked if I wanted my car towed to the closest cgu approved repairer. Which is 20 minutes from where I live. I only found out after the crash and car was removed that I didn't have to use who they told me to take it to. Who had a report for 5 days and then rung to tell me it's a write off with out actually getting cgu assessor opinion on first. And that getting me to remove plates was jumping the gun. Update 14 Feb. Nearly a week after being told it's a write off we are no closer to getting the pay out so we can start getting a new car. I HATE CGU. STAY AWAY
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