SCAM!!! All the other scam feedbacks are 100% true. You have been warned
After they refused couple of claims in the past, this time they tried to refuse a claim for a accidental breakage of glass which was clearly included under our policy, after hours of argument, the operator spoke to her manager and said yes we can cover it and gave us a $700 excess, which we decided not to go ahead with and had a new glass installed $250 the next day. They give you bogus excess so you don't bother going through them when you need them. You have been warned!!
Unsatisfactory -Damaged Roof during Hail Storm
Following a Hail Storm in November 2109 our roof started to leak in 23 spots. CGU arranged Rizon to come and have a look. Rizon suggested we fix the plaster ourselves. That doesn’t stop the leak!! They also said they aren’t authorized to get on the roof to look.
Rizon then organized another company who had a quick look and said we just need to fix plaster? It is very obvious that damage has occurred to our roof which is Asbestos to complicate things.
If the roof is not fixed or replaced its likely a section of our kitchen roof will collapse, ...
CGU- not for you
A high end premium for little benefit. Poor communication throughout the claim process and needed to keep following up with phone calls. Denial of claim prior to complete report from the assessor.
- Verified customer
Worst Service Ever - CGU and BUPA Contenst Insurance
I made a claim in the beginning of January. This process was relatively good in the beginning. A company was sent out to look at the damage. I completed the inventory list provided by CGU on 6/03/2020 and no repsonse since then.
Overall calling CGU number 132480 is so frustrating where on hold for hours with no reply. I sent number of emails with my Claim number and no response.
If your call gets answered then you get to speak to number of people who kept referring me to a different departments. Very frustrating. This is not the case when you...
Terrible Customer Service.
I've had my home/contents insured with CGU for a long time. We had a storm damage in 2017 that was handled well, good service/policy value/trades etc.that was the end of my positive experience with CGU
After my 2017 claim, CGU increased my premium by an exorbitant amount without justification, and continued to increase it, when questioned they could not provide any justified reason. Now I'm paying premium prices for no customer service. We have a storm damage claim that occurred on the 20th of Feb 2020 (Long before the covid-19 situation ha...
Awesome service. Would give more than 5 stars
When our roof was torn off in a storm, CGU was brilliant. They organized excellent accommodation, replaced all our contents and rebuilt our house. They could not have been more understanding and helpful. We've been with them for many years and I'm never changing insurers. I've recommended them to everyone I know. They also helped my sister with her landlord's insurance and were fantastic when she made a claim for water damage.
Liars and cheats storm damage
Policy easy to set up but once you need to make a claim my story sounds the same as others.We have been living in mouldy conditions since Feb 9 and my family are now sick with respiratory problems.They keep you on the phone for hours promise to get back to you and never do and make you feel like ending it all. They admitted that my claim had been mishandled but cant seam to act on it. There contractor LINX restorations told CGU they had taken up our mouldy floating floor, but that was not true. They said they had phoned us and it was our fau...lt for not getting back to them but they have no record of phoning us as they didn't, also not true. CGU do not follow up to see if the contractors acted and they hide behind there call centre of which is just enough to push you over the edge. After having spent over 15 hours on hold over 2 very trying unhappy weeks I have given up. This company CGU is also NRMA and IAG Insurance. Avoid at all costs Thanks for nothing
Awful service. Do not use this company. Worst ever
I made a claim in the beginning of January. This process was relatively good. A company was sent out to look at the damage. I signed the forms. I have not heard anything since. I’ve called the company a few times who said there was a mix up with paperwork and they would get back to me. This was weeks ago. I contacted CGU today to try and sort it out. I was on hold for 1 hour and 40 minutes after speaking to 4 different people who kept referring me to a different departments. It was absolutely unbelievable. In the end I was told someone would ca...ll me back. This was an hour ago. When I asked where the call centre was. I was told they were in the Philippines. I have had some bad customer service in the past. But this is next level. My matter is still not resolved. I will be cancelling my policy very soon.
Storm Damage Claim
Terrible service. Had to constantly chase up claim with no replies. Sent out 3rd party building assessor who suggested to reject claim as I had opened up roof and ceiling to try and prevent further flooding and claimed this had contributed to it. I pay the premium insurance with incident cover and this is the second time CGU have wriggled out of an incident claiming it was not valid. I do not recommend them.
Had to make claim for water damage.
You bump me off to a building company who are also crap.. premium premiums and get a budget fix!
Anyway living in mould,you ripped up a small area of carpet , you want to cut out a small area of damaged gyprock wall, without looking if frame is still structurally sound .
How the hell are you going to be see why the water metre is off the charts on same wall but in kitchen if you don't take down one side.
After all these years i think it's time to find a new insurer for home and cars.
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...
Questions & Answers
How do you get a claims manager to do their job and respond to multiple emails and calls on an active claim where excess has already been paid?
Hi SKJ, I have responded to your review. ~Natalie
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
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