CGU Comprehensive Car Insurance

Don't bother. When I bought my car 4 years ago my car insurance was $23pf. Each year it has increased to now being $54pf. I have no claims, I'm over 50yo and barely travel 50km per week. I've contacted CGU a few times but I receive generic responses. So my insurance went from $598 per year to $1400 per year. Previously as I got older with… Read more

no claims, my insurance would reduce. I have since found an insurance company that is $700 per year less. Goodbye CGU. I'm now telling others to go to the new provider.

Terrible experience, selling insurance through banks making it impossible to view and manage your policy without waiting on the phone for so long. The worst car insurance experience I have ever had in many years of owning different vehicles. Condescending CGU customer service reps, acting like you are bothering them when you try to explain your case. Good riddanc! I have cancelled my policy as of today 23/07/25. Show details

this company lies and decieves i was hit by one of there clints and they refused to admit fault as my insurance company deemed there client at fault there client lied on there statement and i proved it so they then just started another claim which has been 3 months without any reply and they are screening my calls they wont answer but when i use another phone i get through in minutes so just another decietful tactic they use Show details

Settle the claim with out any problem – i am sivapuraththarasan chitaranjan From Endeavour hills, victoria. . one of my car insured with CGU, That car (Ford Territory) got Accident and un repairable. CGU settle the claim in 3 weeks. No any Hassles. my new car also will going to insured with CGU. Show details ·  1

No problems from CGU - we are the non-at-fault party; damage was caused by driver with CGU insurance. Jag purfect again! – We must be dreaming: Our Jag is purrrrrfect again, thanks to CGU. We never had any traffic accident in Australia - that's more than 20 years now. Two month ago my wife was driving extremely slowly on the town parking lot looking for an empty spot, and without any warning, and without looking, a woman (which has psychological problems on that day)… Read more ·  1

came shooting out in reverse with a table-top, ramming the fender of my wife's stationary Jag S-Type, which was in mint condition before that. On top of the damage my wife was extremely upset emotionally after that accident. Since I never had an accident in Australia before I checked for "facts" in the internet, after which I got the impression that the insurance would not even talk to me (as it's the insurance of the other car) and I got the impression that they will pay only for a shabby job at a shabby contract garage of theirs. All the negative feedbacks here on productreview about CGU car insurance did their part in those regards. In hint's sight I'd assume that this is, because only people with negative experiences bother writing reviews, and this is as to why I felt compelled now to write a very positive feedback after that very positive experience to balance those negative feedbacks out a bit...

So here is what happened: We received the claim number for this accident from the at fault party (the woman, who owns the table top, driven by another woman) after about 5 days - they could have contacted their CGU insurance a bit quicker, but that's how it was.... With that claim number at hand we called CGU, and were kind of positively surprised that they are willing to talk to us at all (as we are not the ones insured with CGU). The phone at CGU was answered pretty quickly, a friendly Australian woman answered (not some Indian call centre), and we asked, if they would accept a panel-paint shop of our choice. As mentioned before, we have no experience with accidents in Australia - and hence also not with panel repair shops, but I always bring my "collection of cars" for a rego check to a garage whos owner I trust and I asked him, where to go for panel repair. He told me where to go, and if he says so, they must be good. So this is what I requested from CGU: Being allowed to go there. CGU checked. While this repair Shop is not one they have a contract with, it was luckily one, they can accept. Great.

The Jag has a metallic paint - difficult to apply. So they were talking about "blending" and applying sandpaper to the otherwise perfect door (well, small paint damage due to that accident) and the bonnet and to the front bumper. I just could not image all that - BUT 2 hours ago we picked of then Jag and it looks perfect - like new...

And CGU also allowed the purchase of a new replacement fender from Jaguar - which was actually the very last one in Australia.

Timewise: Obviously, we would have loved to have the damage fixed in the days after the accident, but things just do not work like that. When we first talked to CGU, we learned that there is just a bit of information they are waiting for from the insured party - what that was, they could not tell us for privacy reasons. After 3 weeks, we learned that the repair shop, WHICH I CHOSE, still did not order the fender, and at the same time we learned that CGU still cannot pass things on to the assessor as the insured party still had not provided the required information. So we think now, whatever that detail was, the problem was probably that CGU asked the broker for the detail, as the insurance was not directly with CGU, and that that broker failed to provide or get that information. We assume that that delay was not caused by CGU. After we called the people, which were insured, telling them that things got stuck, because CGU want to know SOMETHING from them or from the broker, things got moving pretty quickly. Claim approved. Repair shop and new fender approved. Now, as this repair shop is apparently very good they have no shortage of customers and there is a long wait to book the car in. This is the reason, why things dragged on time-wise. The Jag was now all week in the repair-shop and it was well worth the wait. It was a total of 8 weeks from damage to being repaired. That's just how it is. And we are happy.

Again: CGU on their part was very friendly, helpful, and quick in chasing things up to get things going.

Note that I have to select here on productreview some boxes (to be able to submit review), which DO NOT apply (i.e. I cannot know the answer for), as this is NOT OUR CGU insurance, and we have no idea, what insurance cover the other party has with CGU...

Amazing customer service and fast claim – Amazing customer service when our car was stolen. Car was assessed very quickly when found, car hire organised by CGU while the car was missing. And a very efficient payment when it was declared written off. Thank you!!!! Show details ·  1

Do not use this company - you can get much better deals – It is hard not to use aggressive language when describing the lack of customer service when dealing with CGU. I used CGU because they are partnered with my bank. My renewal has just come through for my car insurance. It is up by 30%. I spoke to their representative and asked why, when I had no claims - ever! Would it go up this much. I received… Read more

the usual thing about costs going up etc etc. I said what about my costs going up! I was on phone for 40 mins and the said they could reduce it by $20. I asked to speak to someone and they said someone would contact me in the next 3 to 5 working days. Someone called while I was out leaving the generic number to call back on which I did and I had to speak to someone as the option to complain or reply to someone who has called isn't an option. Of course! Long and short I have saved over $300 going to someone else. Don't use this lot - thieves!

Still not resolved claim after 4 weeks – I would like to advise everyone to look elsewhere for their insurance they are money hungry and my 77 yr old stepdad lodged his claim 1 month ago and still not recieved his payout. I’m in contstant contact with them and instead of gettin everything done straightaway they find something to hold up the process. It’s a damn joke. Show details

CGU refused to fix part of my van when I was rear ended by one of their members – I was reared ended by a large truck with a load of sand, they were travelling far to close to me and when I braked to avoid an obstacle on the road they totally destroyed the rear door of my van. The side door was also damaged, although there was no visible damage, the door no longer slid open without considerable effort. I stated this at the… Read more

beginnings of process. The back door was fixed in a month, but the panel beater said he had to wait for the CGU assessor to approve the side door repair. This only happened when I launched a complaint. The assessor said that the side door damage was caused by wear and tear. I restated that it worked perfectly well pre accident and no longer worked post accident. He refused this and denied me the repair, ending the conversation with ‘it is what it is!’ Which is basically a meaningless statement. So my van was damaged, I did not have my van for three months, and I now have to pay for the side door to be fixed. CGU is the insurance company of the truck driver, so I am not at fault and now have to pay for my van to be fixed! This behaviour of an insurance company verges on criminal. Do not go near them and do not get hit by anyone who uses them!

A quick update of my review. The panel beater has fixed the side door for $110!!! So CGU insurance is too miserable to pay an extra $110 for the damage to my van. Instead they left me with a hire car for an extra 2 months they must have paid the panel beater for storage of the van for that time. At a guess this would be equal to $2000, probably more. All for $110. Go figure, I can’t. If CGU wishes to offer me this paltry amount then I will remove this review.

Disgraceful – I think the reviews speak for themself with this company. For almost 2 months they have failed to act on any information, have zero regard for customer protocol and fail to act on or look into anything. It took numerous emails, phone calls, ignored and brushed aside. Finally the threat of going to AFCA is what it takes to be heard. I then discover… Read more

after this that they need time to investigate. What have they been doing for 2 months??? Avoid this company at all cost. I'm thankfully not insured by them and never would be, but the other party is. 0 rating but have to give 1 to get my voice heard. I'd NEVER recommend them. Customer service is a disgrace, yet we pay these companies hundreds, thousands, to be insured. I'm thankful they never got my money. Don't give this company a cent.

Money hungry insurance company! Zero compassion! – Would rate CGU less than 1 star if that were an option! Had a car accident (not at fault) after being a loyal customer for years paying full comprehensive rates. The new policy started ONE day after the accident occurred, and CGU took the entire year premium ($900+) because "they are entitled to it". Zero care for compassion, respect of loyal… Read more

customers or simple common sense!

Look elsewhere if you want a company that actually cares about its customers, these guys are only in it for the money!!

Exorbitant premiums due to "Cost of Living" – ANZ changed their underwriter from QBE to CGU last month, my policy more than doubled. Today I called up to cancel my policy before it's end date of 24/04/2024. I rang through ANZ and they advised their was an outstanding charge still owing, when I queried it they put me through to CGU. The service rep advised the same, that I still owed money.… Read more

When I asked how I could possibly owe money to them, considering I pay monthly and was paid up until the 24/04. They advised that my policy actually started on the 17th and I was in arrears,when I disputed this the representative was less than helpful, and instead began to give me the scripted response basically saying he and his manager were powerless to do anything. And that they have my direct debit details so would take the money out regardless.

He then went on to explain that the reason for the massive increase in premium was due to "Many factor"including the Cost of Living.

It's a nice kick in the teeth from an insurance company to quote cost of living when they are trying to take more money from someone who already paid them double my usual premiums.

I'm with Budget direct now, who are offering a better level of cover for half the price.

My advice, avoid at all costs and there will be costs...

Expensive waste of time insurer – Hard to see why they continue to offer insurance, my quote has come up as around $10000 a year for car insurance....may I urge you stop selling insurance? Show details

0 of 10 terrible company! – Stay away from this company. This is the worst insurance company in the world. My car was hit 10 days ago and I'm still waiting for a call from the cgu. Claim was made 10 days ago...no one repairs my car. My car was hit at the back at not my fault. Thieves! Shame on you cgu! Show details

Misleading and dishonest – On the 11th of October 2023 I bought a new vehicle for work, a Mercedes Sprinter bus (12 seats) and over the phone I contact a broker (at the moment I wont mention the name) and I purchased a comprehensive car insurance from CGU. Few days later I received the invoice and paid $2210.01. The price seems similar to the other insurances I have with… Read more

the broker so I just paid. Few week later I received a renewal notice and I noticed that I was charged again a similar price ($2500) to renew that insurance again for 12th months. I was quite buzzed because I just paid for it. After many emails I just discovered that they charged $2210.01 for only 33 days of coverage!!?? I have attached the endorsement showing the dates of coverage:13/11/2022 - 12/11/2023 Why they charged a full year if the effective date was 11/10/2023 ??? At this stage they are still refusing to refund the unused (paid) insurance ... CGU you are just a scammer at this stage! Please stay away from them, find someone else!!

Stay clear.. find a company that cares more for their customers – Lodged a claim (other person was at fault), took over a year and multiple phone calls to receive a letter in the mail saying they had assessed and completed the claim... Nothing was done, and ended up paying for the car to be fixed ourselves. Called after receiving the letter, only to be tossed around their workplace call centres for 2 hours. … Read more

Still no resolution, so opted to take that car off the policy. However after a week of driving around in our second car, I came home to another letter saying my second car too has been taken off the policy...

No one wants to fix it, they just like to warn you against leaving bad reviews.. So I will be taking my home insurance elsewhere too.

Month and a half wait and have gotten no where – I was T-boned at a round-about, old mate didn't have his blinker on and it was a foggy morning. Unfortunately dont have a dash cam and the witness took of before I could get statements. Doesn't matter happy to pay, but from the start its been terrible. I had to find my own repairer because the company "couldn't find one after 48 hours". Took me a… Read more

whole 5 minutes to call and get one. And now a month and a half later every time I call I keep getting told "in 2-5 days your calm will be done". Called just now for the 10th time and agai another 2-5 day wait. Even though thr repairer sent the quote over two weeks ago. How hard is it to look at the quote and damage, then look at the value of a car then say if it is a write off or not? I was a mechanic for 8 years and I know it doesn't take this long. Absolute joke don't waste your money on this company and I will tell every single person I know.

All smiles till you have to claim. Don't give them your money – Unfortunately I have been paying cgu for my car insurance for around 20 years. My car was hit in a hit and run in January, I don't know why he targeted my car, I don't feel like I offended anyone, he damaged the back and front of my car. I didn't go after the idiot, I managed to get a photo of his face, number plate and the contact details of… Read more

people who saw it happen and figured cgu my insurance company who I have been loyal to for so long would sort it out and make everything all right. Nope! Right from the first call they made me feel like I was a criminal for even contacting them, it took months for them to even contact the police to get the police report. Firstly they blamed me, then they blamed the police for taking so long, the report had been ready for at least a month before cgu acted. 5 months later I am finally able to take my car to the repairer, where I find out that cgu have said they aren't fixing half of the damage. I contact cgu and a threating angry guy that sounds like someone from the movie Snatch(about pikeys) tells me I have to pay excess and put the front in as a different claim. When questioned as to why, he said I have to show a video of it happening. Worst experience I have ever had with any company that I have been dumb enough give money too. If I wanted to be treated like a criminal I would have done a crime. I then rang back cgu to make a complaint about the threating angry (Snatch) guy and I'm told I have to make the complaint to him. The entire experience has felt like I'm a victim in a mob movie. I'm not sure there are any decent insurance companies in Australia, won't be staying here though.

Absolutely terrible service – I unfortunately was hit by a CGU insurance client and my car was totalled! I was never contacted by CGU and had to chase them for any information on the process and to even get an assessor out. It took 3 weeks to get my claim assessed. The assessor WAS fair in his compensation offer but it's now over 4 weeks since the accident and I am still… Read more

awaiting payment and am left without a car or compensation! Absolutely TERRIBLE customer service and I would NEVER use CGU for insurance after this experience!

DO NOT USE CGU – After nearly 5 months since my vehicle was set on fire I have absolutely no idea where my car is or what the outcome is. CGU have absolutely no communication and always have excuses as to why they can't answer my questions. CGU are the worst company to deal with and I would not recommend using them. If u want unwanted stress and useless customer… Read more

service then waste your money with CGU. I now need to pay a legal team to sort my claim. 0 star rating from me.

Worst customer service and not comprehensive at all!! – When we took out our insurance policy it stated our car and accessories were covered. After a minor collision causing front end damage to our Land Cruiser, we made a claim. After 6 weeks of our car being at the smash repairers we were informed the quote had been received by the insurance assessor. We were contacted and told our bullbar was not… Read more

covered under accessories in our policy so it would not be replaced. It took 2 weeks to be able to contact the assessor again as his phone constantly goes to voice mail and does not respond to emails. We have found CGU’s customer service appalling and their policies misleading. At this rate hopefully we will receive our car back by Christmas, at which time we will be canceling our policy with CGU and seeking another provider.

Remarkably Rediculous – I arranged comprehensive insurance for our vehicle in 2021 and believed that along with other insurance policy premiums that we paid to CGU that the car insurance policy remained current. Last month we purchased a new car and I called CGU to arrange insurance. During the call they informed me that the existing policy had lapsed. I explained that… Read more

the premiums for the policies come from the same bank account and that we hadn't had a problem with those policies. I further asked why it was I had not received a single telephone call or email informing me that the policy was at risk of lapsing. The operator couldn't tell me. I called back at a latter date to make a complaint, as directed by the information on the website, and was told that there was no complaint procedure. The operator informed me that she was unable to speak to me because despite me having arranged the policy and all documents being sent to me email address and my telephone number being on record, CGU had put the policy in my wife name and because of "Privacy" they couldn't speak to me about the subject of my complaint. I was recommended CGU by a friend, never again.

CGU the very worst – After an incident on the highway where there was NO damage to my car and upon inspection of other car minor white plastic mark with NO dents, matter was forgotten, 6 months later I receive a demand for over $5000 for damages supposedly caused by me, more than once I told CGU this was a fraudulent case, they didn't investigate , paid out on a… Read more

fraudulent case, I am out of pocket, my premiums go up because of their ,laziness, communication was terrible and no help at all.

Be warned stay away from cgu – I have a claim. Been fighting with them for 6 weeks and counting. My car was first fixable the 4 weeks later wasn't. The assor wrote my car off by doing a drive by. Told me you carnt get parts when you can. Then told me I can withdraw my claim take my car then all good. Text me next day saying tuff it's a write off and the had taken my car I said… Read more

I still had stuff in my car. He couldn't care less Then I got a new policy sent to me with $5000 less agreed value My policy expires in July not Jan. Carnt get anyone to talk to me It's a total joke of a company If u want more information on my experience with these people rob3216@gmail.com

Abusive service, delays and wiggles out of paying – I was rear ended by a road rager 5 months ago ,he was charged with a criminal offence ,cgu contacted me to do repairs or pay for damages . Assessor Scott McGregor called me and abused me about myself requesting a wheel alignment with the expensive tail lights and tailgate parts and repairs which they don't have parts .They offered cash payment as… Read more

they canot get parts .now they say their insured hasn't paid their excess so i am now without repairs or compensation .Ive had to sell my damaged vehicle now for over 3000 dollars less due to the unrepaired damage.Be Carefull Trusting this lot for anything insurance.

U brack privacy policy security – U brack privacy policy security. good at taking money but can't respond to emails. PS the paper trail is getting bigger than I think U can handle. lol Show details

Waste of money – I have been a customer with CGU for a few years & my regret is paying all this money to them all this time for no reason. Never get any type of insurance with them. I had car insurance with them , they did nothing to help me whatsoever and I was not at fault. Everyone you speak to says different things, not consistent, obviously the staff are not… Read more

trained well, and have no communication skills. Waste of money & waste of time if you think that they will help you in any way when you need them.

Incompetence and overcharging – A friend, Fred Slater had a motor insurance policy with CGU until his death in 2017. As his executor, I obtained probate and distributed the assets and funds from his estate according to his will and closed his financial and estate accounts by early 2019. Commencing April 2020 I have received annual letters from People’s Choice Credit Union and… Read more

CGU Insurance initially addressed to Estate of F Slater / Exec C Horsfall advising that Fred had been overcharged from the 2015 policy renewal date. It appears as a result of the Hayne Royal Commission, which submitted its report on 1 February 2019, that CGU had been found to be involved in misconduct and had overcharged its clients. Action from the Australian Financial Complaints Authority formed on 1/11/2018 in response to the revelations of the Royal Commission has resulted in several financial institutions being required to reimburse clients for moneys illegally taken.

Instead of reimbursing its clients in one action, CGU has harassed its former clients (and their executors where applicable) three times over a period of three years, each time demanding personal information before paying instalments of the money it owed its clients. In order to receive the last instalment of money, an amounting to $22.30, despite providing my deceased friend’s date of birth and former address amongst other personal information, I am now required to furnish their deceased client’s will and probate documents, which were not necessary on previous instalments returning overcharged money.

A competent company would have refunded the total amount for each policy in one episode, instead of sending out three lots of letters on the one policy over three years. The most recent cost of mailing out the letters to clients, then employing call centre staff to handle the refunds is probably greater than the $22.30 that was due to be refunded. This company is clearly incompetent.

From the other reviews on this web site it is clear that CGU are quick to debit client’s accounts even when there is no insurance policy in place, but very slow, clumsy and incompetent when paying out. I will certainly never insure with them.

Dodgy and incompetent – Received a text advising that I had a rebate waiting to be claimed so I applied for the rebate. Talk about getting the runaround. No matter what information I supplied for identification there was always a problem and they needed more. They would not divulge which vehicle was involved and I have not had a car for six years. I grew suspicious and… Read more

tired of emailing back and forth so I simply gave up. Maybe that is what they wanted but kept asking for my banking details which I would not supply without first knowing the reason and the amount of the rebate. Extremely dodgy or incompetent or both. Could not recommend them to anyone. Engage at your own risk.

Mucked around with claim – Claimed on being rear ended. Bumper not set even to ute, Got chit to cover taxi whilst ute being worked on. Didn't cover cost taxi. Lot more not happy with Show details

No even worth one star. Stay clear of CGU – Car was taken for repair by insurance company after weeks of them trying every which way to not take it. The problem is now reoccurring and cgu have said they will not fix it after taking liability. Not once have the tried to help us in the process it has been stressful and you would think looking after SE QLD flood victims would be important. Do not use this company . Show details

Was overcharged, and they are refunding by CHEQUE – Received a letter stating I had been over charged and they were rounding me by cheque. I can’t pay the damn premiums by cheque, so why on earth is it okay to refund me by cheque?!? They are clearly hoping people won’t bother banking their refund and they’ll get to keep the money. So dodgy. Show details

Don't Waste Your Money – If a company representative sends U to a repairer because CGU haven't received damages in their favour this is typical get a lawyer , your car will never be fixed correctly Show details

Avoid this shady company – I enrolled with CGU car insurance for a 1 year comprehensive car insurance with this company back in 2018 and at the end of our 1 year contract, I switched to another insurance company offering a better price. Approx. 2 years later after returning from overseas I went though my bank statements in detail and realised the company continued to deduct… Read more

monthly instalments from my bank even though the policy statement clearly indicates the "start and end date" of the policy. Now that I've contacted them to cancel future deductions and for a refund, they first asked me for another $300 as final payment which they waived after I protested however for the refund they're referring some fine print in some document (which I don't have access to now) stating I, as a customer was responsible for notifying the company to stop the monthly deductions! Having requested that document multiple times now they still haven't provided me with those fine prints. This is clearly a case of shady business practices and I will be raising this matter with Fair Trade.

Don't but insurance from them when time comes resolve issue they will use every possible excuse to save their money. Show details