Our home claim
In 2020 rain water enter our home and damage one side of our downstairs floor and some furnitures. That time is peak time of covid in Victoria (I am living in Endeavourhills), its little bit delay for send assessors to look my claim.
Complexity of the claim, CGU settle in Cash settlement. I am very happy for that amount.
Again I put the other claim (my garage celing damaged by water) in may 2021.no hassels. They fixed.
Poor customer service
The insurance cover has not been my issue. Dealing with this company regarding a recent successful claim has been one of the most frustrating experiences of my adult life. I should be happy to be receiving a payout but the hassle has almost not been worth the money. The customer experience is not consistent across the business, it changes considerably depending on which staff member you speak with and that has been up to 6 or 7 different people in my case.
Great cover and service
I have both contents and car insurance with CGU - policies I’ve held for around 6 or 7 years. Always been happy with the cost but you never really know about the value of your insurance until you need to use it. I’ve had to make 3 car insurance claims over the years and each of those experiences were excellent. It’s only in the last 6 months where I’ve been in the unfortunate position of having to make 2 contents insurance claims in relatively quick succession. The easy, no-fuss experiences of the car insurance claims were completely matched here. The process is quick and painless and the service staff are consistently polite, considerate and understanding. I would recommend these guys to anyone
Terrible costumer service and extremely poor cover
After two years living in our current house, we went for a walk and came back after two hours walk (during vic lockdown) to find our deck (rail. Floor and window frames) and outdoors furniture significantly damaged. Big pieces of wood on the floor.
We called CGU to lodge a claim and mentioned as we were outside we didn't know what happened. From the start they asked about birds or animals to which we replied we didn't know as we were outside and there were many large pieces of timber everywhere. I even called them to state once again we didn't...
Very poor cover and most expensive in the country
The policy kept changing behind customer’s back, they never send any updated policy details.
When claim is made the officer in their end was so rude, had accidental damage cover over a decade. Only had claimed twice and not once they did not find it was accident.
Handling of MYTHIRD PARTY CLAIM
I was a third party claimant and i cant speak highly enough of the service i received from CGU staff in claims and assessment they were POLITE-HELPFUL-PROFFESSIONAL in every way.
By far the worst experience
Totally incompetent company.
Their customer service, or lack thereof, was the most frustrating thing to deal with.
I had to call over 10 times to follow up my case.
They had ZERO initiative in helping me.
I will be switching insurance companies after this debacle.
CGU = "We screw you".
17.5 years of building insurance with CGU, and the first ever Claim = deny, fudge, deny for FIVE YEARS, and is still currently arguing through an AFCA Complaint. House suffered a 100,000 litre, under-slab pipe burst in one water billing quarter, (with possibly up to 30,000 litres of slow leak prior to the big burst). That's an 18m x 9mt swimming pool @ 1/2 a metre deep!...under the house! The house slab heaved and cracked in EVERY room, (I can put my fingers right down into the cracks) water came up through the slab cracks and rotted the carp...et from below. As it all dried out, the entire slab dropped (up o 140mm) all around the exterior perimeter, cracking all brick walls, which ALL now lean 2 inches out of vertical alignment. The internal slab beams are broken in three places, creating a house moving as three pieces! The roof has "dragged" East, facilitating water ingress in the Lounge, and two (Western most) Bedrooms, with one ceiling on the point of collapse. The local Council MADE me erect safety fencing around the entire property! CGU initially sent in [Name Removed] (sleaze personified in my humble opinion) Engineer, who tried to convince me that a P.A door (into the garage) lintel had PUSHED an internal wall out 1/2 an inch at cornice level, for a distance of 12ft! I said "WOW, I need thicker makeup to hide my tattoo..." He said he couldn't see a tattoo. I said "It says I'm a dumb [Name Removed] ...I'll believe ANYTHING you say, 'cause your an Engineer..." He then said we needed an agricultural drain (to stop seepage from the 80 sq/mts of un-spouted yard next door)...we HAVE one, and it works, as seen by the plumber repairing the burst (Neigbhbour's above ground pool overflowed), then, the house was badly built yata..yata..yata. CGU's grand solution, a year after the incident, was to offer $3k. I lodged a complaint with AFCA (by then, Mum and my Husband had both died) and THEN CGU decided it should take floor levels every six months, for (now) 2 years...using Imparta Engineers. Their great and wondrous conclusion a month ago?...Bog and paint three of the four bedrooms, and bog the slab cracks in those rooms and the hall...ignore the rest...ignore the mega cracks in ALL brick walls, the vertical alignments etc, etc. Then, they got REAL generous, and offered me $12K... It's going to cost me $30K to demolish it!...which is what my Engineer AND Building Expert AND the Local Council Building Inspector ALL say MUST happen. The house is uninhabitable, cannot be rented out, or be sold for more than the land value...it is a write-off. It cannot be repaired without demolishing everything above the slab, in order to repair the slab!...But hey, don't worry...We were fully insured with CGU, who "see it through"....yeah, through a welding mask in a darkened room. Don't waste your money with them, or any Company that is part of IAL, unless you are prepared to take it all the way to the Courts, like me.
Failure to match roof sheeting colour
A claim was made to HBF who front CGU for the replacement of hail damaged poly carbonate roof sheets. CGU’s building contractor MidCity replaced the sheets but the replacement sheets are a different colour. Neither CGU, MidCity nor HBF will accept responsibility to fix the issue. Very poor customer service from all three of these companies.
Sexist and Patronising
Have been with this company for many years and have given them good reviews in the past. My latest claim with them has left me angry and frustrated. I was asked if I wouldn't prefer to have my husband deal with it and, in very slow clear words, if I understood what he was saying. Can't wait to finally finish with this claim - 8 months later! So I can move on to a company that doesn't think women should know their place!
I’ve been a member of CGU for a number of years now and bought it not thinking it was going to be needed. It was very competitive and I believe now part of the IAG group. So for a known large company, at the cheaper cost but with a strong known company.
I had a small conifer come down and as the initial visit included “ make safe” , it was fixed quickly.
But a year or two later, an 85 ft tree Gum came down, missing houses and just taking out the fence corner and hoist and spanning the neighbours yard and just into the next. Lucky, I guess.
Update from shonky CGU signed 2 contracts for work to start and they keep pulling out
The story so far
30 years with CGU treated like dirt when time to CLAIM
published 4 months ago
I have a question for you CGU
In March 2020 I put a claim in , your builders lodged a quote, then a technical inspector came and agreed it was a valid claim, I disagreed with the builders stated list of works, they agreed they missed quoting on things, they refused to give a warranty on there work and tried to suggest a low ball cash settlement (so id be out of pocket to have it done properly) I refused, I stated I needed this done as it was dragging ...
Very good cover and quick response.
CGU have twice covered me for claims which are often not covered by other insurance companies. One was for a lost hearing aid and another was a lost diamond from a ring. They are quick, efficient and polite and I would highly recommend them.
Never again CGU
We had our house insured through CGU, which is part of Insurance Australia Group (IAG), and were affected by the Townsville flood.
The assessors came around fairly quickly, but after that the problems started. In the 8 months that followed we had numerous phone calls and emails with CGU trying to get our pay-out. Initially they did not even want to disclose what sum the assessors had come up with, they insisted that their repairer do the job. Once that hurdle was overcome, we were promised several times that the pay-out was just a few day...s away, but then there was always another flimsy excuse. In the end our patience and energy levels were exhausted, and we lodged a complaint with the Australian Financial Complaints Authority (AFCA). A few days later, we had our pay-out. We had a similar experience with NRMA insurance (see my review), which is also part of IAG, which suggests that this could be an organisation-wide problem. Never again IAG.
DO NOT BUY INSURANCE FROM CGU....they are the cheapest to buy but do not pay out genuine claims
I have had 2 claims rejected by CGU over the years, both for travel insurance. CGU will squirm out of making any payment. To my horror I have learned that my builder uses CGU for his insurance and a genuine claim was refused again. They take their time to respond, too long. They are not honest and do not care.People, please have enough sense that accidents do happen and you might have to claim one day. Shop around, read the fine print, pay a little more and go with a reputable company. Don't just go with the cheapest, BIG MISTAKE. I have lost a...lot months and months of sleep over this, so has my husband, so has the builder. It's not fair, it's not right and we will not let this go. We have a genuine claim, we have proof with photos. Don't let this happen to you. It's clear that this company is only interested in collecting money from you and not paying out claims. I was not paid to write this review, I am livid.
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. email@example.com Any help?
Hi Etimoni, you have made just a slight typing mistake. The correct email address is firstname.lastname@example.org. ~ 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
Get an answer from our members and CGU representatives
|Category||Home and Contents Insurance|
|Other Insurance Types Offered||Car, Home and Contents, Landlord, Motorcycle and Travel|
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.