Don't pay when you claim!!
After moving house we found that there had been accidental damage to some furniture. When I called up to make the claim the CGU employee asked when the damage occurred. I stated that the damage happeed at some point during taking the furniture apart, loading it, transporting it, unloading and reassembly. CGU's position was that unless we could point to specific moment at which the damage occurred it is not covered. I eplained to th operator that I was not willing to lie about the moment the damage occurred or fabricate an event just to get a payout. This company happily takes your money but does NOT cover you, they are unethical and avoid them at all costs.
SUPER FAST SERVICE
I reversed into my garage door during a storm and power cut(turns out the door does not retract fully when not powered by the motor)and 3 days after i sent CGU the quote to replace the money has been issued,this is my first dealings with a claim and very happy with the service,i have 3 houses and 3 vehicles insured with them
I'm seriously considering leaving this company after many years. I've recently been robbed and it's taking forever for anyone to contact me, today Rona the person managing my claim, rang and then hung up on me. Next thing I got a text saying they'd tried to contact me, going on 3 months and I've not had contact with this elusive Rona, where do I complain before taking it to the ombudsman?
CGU does not answer written correspondence
I have written 2 lengthy letters to CGU recently but can not get a written reply from anyone. I received a phone call in response to one belatedly after I cancelled my home and contents insurance, as I foreshadowed I would in one letter and in the second letter I said I would be cancelling my 2 comprehensive car insurances as well. I addressed one letter to the "Manager " in Melbourne and the person who did phone me spent an inordinate amount of time telling me CGU does not have a "Manager" instead of actually addressing my issues raised in my ...correspondence. When you phone CGU you can get answered by any random person in any office and you then need to repeat the same details over again. That person says "I'll have to escalate thIs" and away you go to some other random person, at which time you repeat the same lengthy details, which were already sent in letters, but apparently letters need to be uploaded onto computers and the actual letters are destroyed?? The last call from senior CGU woman promised to "look into this and will call bask within 2 days". Guess what, 2weeks later and still waiting!
Worst process ever
Their policy has not been good value. My tv was damaged beyond repair. I was told I had to take a tv from a preferred supplier both of which are over priced. They told me it was new for old replacement yet couldn't provide the model number of the tv they were offering me. They keep telling me to refer to the PDU which is average at best and refused to settle with funds transferred to my account even though They have done this for me on a previous occasion.
Not the best
Used to have house insurance with them. When we had a problem with our roof they wouldn't pay. They said our policy doesn't cover that kind of thing. They put it down to building defect but the house was over 30 years without issue prior to that. My bank assigned them for me which I will never do again. Shop around and get all the details of what is covered. I pay the same price and get all sorts of extra cover from another insurance company.
Claims process is offshored - disgusting service
Twice I have had to UNFORTUNATELY deal with CGU when processing a claim which unfortunately wasnt my fault. First had to go through ombudsman as it took 10 weeks to solve for. Stressful and disgusting process. Second time - was hit by a car and what is a distressing process is taken by an offshored person who has no empathy or understands what your saying. Wrong information provided and just left with no follow up unless you call multiple times. Check where you are being serviced! I am cancelling all my policies with CGU
The best insurance very cooperative. 5 star rating. Highly recommending this insurance. The best insurance i have ever experienced. Thanks for this service. Bye bye bye cv hg hh hh
The reviewer stated that an incentive was offered for this review
BE AWARE OF CGU & ABC ( Australian Building & Construction)!!!
10 months after the floods, delays & deniels, CGU and ABC (Austrailian Building & construction) have managed to destroy my only relatively new bathroom and left the bathroom unusable and flooded, after pretending to remake the bathroom. They left the bathroom flooded, unusable and advised us to leave the house after CGU with ABC pretended to again mend it for 2 weeks after "completion".They also advised us to mend the bathroom clearly damaged by them now at our own huge cost possibly 30 to 40 thousand dollars. CGU and ABC seems to be in coll...aboration and informed us it is all about the maintainace. We handed over a perfectly working bathroom without any leaks/problems and are about to become bankrupt while fixing the leak created by CGU/ABC contractors. At the same time CGU has advised to leave the house because of possible flooding. Inspite of repeated requests of independent assessment of facts and causes, CGU refused to honour our repeated request. We are now homeless and will possibly be bankrupt as a consequence of apparent negligence. In spite of our request of escalating the matter, they responded by saying even for review it will take substantial time. This is a matter of relevance, may be even to others who may have suffered similarly. Can someone please help to bring it to the attention of others outside CGU & ABC (AUSTRALIAN BUILDING & CONSTRUCTION) through the media. Does anyone know how to approach for e.g.The Current Affairs (Nine Network). This may save others. Can there be Royal Commission to look into such deeds? Can someone help?
Shame on you CGU!!!
Shame on you CGU.
Having had several Landlord's Insurance and building policies with CGU for more than 15 years, we are horrified at what CGU 'insurance' has recently put us through. Over 24 weeks ago tenants left our investment property in a trashed and terribly damaged condition. CGU sent an assessor who listed several pages of damages. We thought, naively that repairs would be covered.
Instead we have endured a nightmare of delays, denials, dismissals, desperation, disappointment and debt. We have fought CGU in bitter battles involving 11...
CGU INSURANCE IS THE BEST INSURANCE COMPANY I HAVE EVERY DEALT WITH
We use CGU for our hobby farm, domestic home and contents insurance. I love that we can easily ask questions via e-mail to the customer service team regarding our insurance options. Everything is listed in writing and no question is too silly for them to answer. I feel like I know exactly what we are covered for. Everything is a breeze.
We slipped down a hill and smashed our tractor just after purchasing it, and only a few days after signing up with CGU! We were SO scared that they wouldn't approve our claim. To our relief, CGU approved the cl...aim with absolutely no trouble. When given the option to either buy parts individually (cheaper for CGU) or replace the entire front end loader, they replaced the loader to ensure we had our tractor back as quickly as possible. It made such a difference to us as we were able to continue with our work. CGU is hands down the best insurance company I have ever dealt with. I'm not sure how they compare in price but the ease they are to deal with and the claims process mean we wouldn't ever consider going to another insurance company, regardless of price. Highly Recommended!
How good is cgu
We joined up with CGU last year on a recommendation and we had a tree go through our roof yesterday in a storm, and instead of bothering emergency services we got onto CGU. Amaaaazing response and instant help, an electrician was at our door within an hour and the roof was repaired to stop further damage not long after. Within 24 hours the tree was cut and wood tidily stacked and any debris cleared all whilst taking care to do no further damage. We are so impressed and recommend them to anyone who is considering household insurance. Thank you for making what was a very stressful situation a breeze to nagivate.
Cgu is the worst
Dont go there! We are struggling big time because of cgu, its been about four months now, we keep calling and they keep ignoring us. If you are with cgu jump ship! I couldnt stress this enough
Absolute rubbish, I will never recommend, deserves zero stars!!
I have been with CGU for nearly 20 years with 2 claims in that time. First one took ages to sort after a cyclone because they tried to get out of paying. Now this one is post a break in, initial approved but wouldn't pay it cash but wanted me to use 'their preferred shops'! They get kickbacks of course. They then reversed part of the claim and then low balled me due to wanting cash due to living remote and needing to defer purchases. It is a cheap practice as most people will struggle to prove ownership of things older but stolen!! I've been robbed twice, now by CGU... They put the FU in CGU. Do not insure with CGU or anything owned by AIG!!! Oh, don't get ducked in by what they say either, money is their ultimate goal, not you!!
AWFUL customer service
Customer service is appalling.
1) I had to call them three times to make a claim against one of their policy holders. It took month!
2) I was supposed to get a call to confirm my appointment to get my car fixed (3 months after accident) - NOTHING - I had to call them!
3) I was supposed to get a hire car - NOTHING - I am on hold for over 50 minutes!!! Worse than Centrelink!!!!
If I ever considered moving insurance companies - I certainly wouldn't change to CGU!
- Verified customer
Slow service and still not paperless
Been with them for years as they have the best landlords insurance unfortunately. When I do make a claim the service is so slow and they never reply to emails - you have to follow up with a call to get a semi decent response. To add to that I've been asking for paperless for years but they still send invoices in the mail with T & C's which are available online.
Been with CGU insurance for 4 years now, in the beginning service was great. The claims process was very efficient. Seems like they have moved the operations to overseas and its just gone terrible. it seems like speaking to some kids who don't understand the claims process. sorry CGU I will be moving all my insurances from your company soon.
Really, more than one star,?
I have dealt recently with CGU, I find it very hard to believe that they can achieve more than one star, one star is actually too high a rating for a company that can make an open and shut case claim seem like a real long shot that you will be compensated for your loss. They take the money every month without fail, but seem to have lost sight of why. This site should allow more options such as half a star, a quarter star, maybe even a pig emoji. I will move on to a different insurer wiser for the experience.
seems from the reviews they will pay out small costs but not big ones
I was convinced by my credit union (why are they selling insurance anyway?) to change to CGU. In trust I transferred across to CGU and 6 months later a storm damaged part of the asbestos fence at the back of the property. It has fallen over. they say they won't pay anything because it has fallen over but isn't damaged??? and that the bottom strut that was holding it was rusted. I only moved in 6 months ago. my neighbours insurance company, which by the way was the one I was with prior to CGU, has no problem paying out immediately for his half o...f removal of the fence and replacement. so now I have to spend time going through the insurance ombudsman asking for assistance. CGU never had much of a reputation, I was reluctant to change over but the bank manager said if they ever give me a hard time he would advocate for me because they want the credit union's custom. Of course the bank manager won't look at it and won't do anything. He's probably skulking under his desk somewhere. Counting the money CGU gives him for conning customers. Both the Credit Union representative and CGU have behaved unethically. Do you guys really want that kind of reputation? you cant hide behind an inhuman business wall all the time surey? this is people who pay you in trust, your families, your friends, people who struggle, don't you get embarrassed at your dishonesty? I'll be letting my networks know of this poor response.
Very Very poor customer service Terrible is un understatement
Have had a problem with a fencing issue. Have asked for technical assistance as suggested by council. Its now been three weeks have phone just about every day, numerous times a day and have not got anywhere. Keep being told that we will receive a call back from supervisor's etc. No calls have been returned. When you phone them and the phone drops out they never call back.
I have been with this company for over 30 years, have numerous properties insured with them and this is how they treat you.
I am now looking for a new insurance company for 3 ...
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Questions & Answers
Hello I dry to send are receipt to ur claim email but I give it to me can't send I don't know that the right email. firstname.lastname@example.org Any help?
Hi Etimoni, you have made just a slight typing mistake. The correct email address is email@example.com. ~ Jono
Do you insure relocatable homes?
Hi Rosie. We cover homes that are permanently fixed to the site with water and sewage connections. There are other insurers that have specific cover for things like on-site caravans. But not us. I hope this helps. ~ Jono
During Cyclone Marcus in March, a large gumtree from the footpath on the OPPOSITE side of the road fell on our house, causing some damage which the CGU Insurance has accepted. CGU rejected other damage including cracks in the plaster mouldings etc caused by movement of the house when the trees hit it. Leak Detection have now discovered that we also have a "massive leak" from a burst water pipe under the tiled verandah slab which will necessitate a large excavation through the tiles and slab. There is no visible evidence of water damage as the break is under the slab. Estimates of cost to dig through the tiled slab to repair the pipe range from "$3,000 to $4,000" to "about $10,000". CGU opened a claim for me, but a couple of days later said CGU do not pay to "repair water leaks" unless there is obvious damage to the house. Surely a "massive leak" which requires a large area of the tiled cement slab to be dug up would count as damage to the house? Does anybody have any advice?
Hi. Sorry to hear uve had damage to ur home from something that wasnt on your property! All i can say is a few years ago, new years eve, i came home early hours of the morning in an intoxicated way..lol.. and before hitting the hay i used the bathroom and it was making a noise like it was constantly filling up, i touched the tap behind the loo and the thing exploded in my hand, shot off the wall and sprayed the area in water. The next day i rang cgu about it and they said they would cover and damage to flooring & fixtures (vanity etc) that have been ruined but wont pay for the plumber. In the end i didnt bother to put in a claim because i contained the water quickly & it didnt cause any real damage (very proud.. even in my drunken state!).. i think however u have a case for it to be reviewed by someone higher than a claim manager. Read through their PDS booklet & see if u can find something about it in there that may assist you. Half the time they dont even know whats written in their own product disclosure.. you can also seek legal advice if they wont come to the party. Wish you the best.
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