CGU Home and Contents Insurance

I have insured my collection specifically for $250k for a reason … a lot of money time and effort has gone in to it including paying all this money for insurance just in case if anything happened to them ( which it has been affected with strange white spores .. apparently that is not considered to be anything bad even if they are visible or not… Read more

)…

for example I have several single items and the rough total value comes to over $12k and the extra $10k is definitely not going to cover all my other items ..  I have already told CGU that I wasn’t pleased with the first outcome and the second outcome isn’t looking any better … 

I believe I have told CGU that there is no point cleaning the items as I still want to keep them and I will just open them in the end … I’m not sure what the exact process is but I’m guessing the items will have to be opened to be cleaned and inspected and that would already damage the value of the items even further and I don’t see the meaning of not getting my items back if I’m just going to open them in the end ..

Sorry if this message has no meaning or if I’m not understood properly … 

Update I was given the $20k and I feel like it is hush money I’m still not satisfied as they consider my collection to be not a Collection which makes no sense at all .. they have no understanding of my issue and they expect 20k to fix the problems in my house like that’s gonna be enough to pay the costs of fixing the walls and ripping out the floors and replacing them and what will I have left to replace my 250k collection? CGU is a ripoff and full of stupidity AVOID AVOID AVOID Even if your bank recommends CGU for your insurance for anything It will be a big mistake I was promised that my collection and my house was insured Issues arrived and took 3 years !!! To resolve the issue that hasn’t been fully resolved !! And all I get is peanuts ?! Oh and I forgot to mention I did receive $1k from the beginning to fix issues in the house LOL pathetic

One star. My tenants abandoned my rental, caused significant damage across multiple rooms, landscaping, doors, flooring, and more. CGU sent a builder to assess. The builder produced a thorough report with dozens of photos documenting the damage.… Read more

Great, right? Except the scope of works that came back only covered a portion of what their own report documented, and only basic floor protection despite there already being furniture and appliances in the property due to the glacial pace my claim has progressed at. Severe pet damage caused by the tenant's animals? I have a laundry door that has been scratched down to the wood. Excluded. Landscaping damage acknowledged in six photos? A heap of weeds that required almost $2000 of landscaping work to restore the original condition. Zero dollars. Hallway flooring damage? Not scoped. When my broker formally raised every missing item and requested a revised settlement, CGU stopped responding. Daily calls, daily emails, escalation to senior staff. 20mins on the phone on hold each time. Weeks of silence. Meanwhile I'm trying to move into the property with unresolved damage, having already sunk my own time, efforts, and money into making it habitable because CGU's delays left me no choice. I'm a young guy in my 20's and this is my first investment property. Instead of giving me a fair shake, this insurer will drag things out unnecessarily and use every tactic to avoid paying what's owed, including seemingly not replying when you present evidence they can't argue against.

I had a leak in a pipe in the concreat foundation CGU would not pay a cent because the leak was not coming through the wall.Sent 2 builders from 150 ks away spent 10 minites then left.Got the local plumber im found the problem within 3 hrs.cost me… Read more

nearly $5000 to fix .Also the Peoples Choice was no help what so ever ,but they were quite willing to take there commision.Now all my insuranses are with the RAA and cheaper.Was with CGU for over 20 years the biggest mistake I've made. bob payne Whyalla

Proven claim settlement – I am here to share our claim experiences with CGU. One cannot say an insurance company is good unless a claim is lodged. We have been with CGU for over ten years and have lodged a few minor claims. Each claim was handled professionally and efficiently by a claim manager. All of our claims were storm-related, ranging from ceiling leaks to pool… Read more ·  1

pumps. CGU is a corporation that distinguishes out when it comes to claim evaluation and clearance. All insurance companies are eager to accept annual payments from you, but how many of them actually settles claims? CGU has demonstrated that they settle claims.

Cgu- A1 top insurance – Called cgu reclaim had a builder / professional come within 24 hours to inspect . Very professional and have been kept updated all the way. I've Insured with cgu for some years and has always been exceptionally good with every experience. Pay the little bit more for the higher level protection with cgu and your treated like royalty. Awsome insurance co when crap happens that you would never expect. Show details ·  2

Highly Recommend – We have held Home Building Insurance with CGU partnered with Peoples Choice for 9 years in SA. Made a claim for water damage to our wooden floor in February 2024. Slow to start but eventually it was handled very professionally. We were offered a settlement and we managed the repair ourselves. On top of that they paid for our accommodation whilst… Read more ·  1

our floor was repaired and to have our furniture removed. We would highly recommend CGU and happy to renew our insurance.

Another claim for my water damage issue in my bathroom. This time CGU assigned plumber to do testing, remove part of the component in the tap. 10 months later we found that my floor is collapsing. The root cause was identified because of water proofing was damaged. CGU assigned a plumber to investigate and confirmed that the issues was related to… Read more

the removed components in my tap and causing water leaking.

I need to replace the entire bathroom and ensuite need for repair. It cost me over 100,000 AUD and CGU declined to have any compensation.

As of now, CGU didn’t arrange any compensation for this issue. I have been discussing this with AFCA, also not helps.

My mother has an insurance policy with CGU. She has passed away and I am the executor of the will. I want to terminate the home and contents insurance policy for the day after the property settlement. I called twice and got the details required including the relevant email address. I sent the email and received automated response saying that the… Read more

email address is not monitored and will not be responded to. I have called again to be spoken to like I am an id*ot and the email address is right. I sent the email again with the same response. I call again wasting another 25 minutes to be told it is the right email address. After hanging up I get an email from a no reply email address saying to take my query on line. No option for what I need to do in winding up the policy and paying the outstanding premium. The worst customer service and the most disorganised business ever. Avoid using at all cost along with Peoples Choice. Hopeless!

Disgusted at the greed! CGU Premium went up 23%. Had a look over at QBE and my premium was $1100 cheaper!! And the amount of cover actually increased. Called CGU to cancel and they had the audacity to suggest it was cost of living driving up premiums.. Do you think it’s insurance companies like this, that might be driving up cost of living? Show details

I’ve called them 5–6 times, each call lasting around an hour, but they still failed to follow up on my emails or the details I provided. This level of communication and responsiveness is unacceptable. Show details

Worst insurance experience ever with CDU. Been with CDU for over 12 years before I needed to lodge claim due to unexpected storm damage. The experience was a nightmare and totally unprofessional. Their assessor came for only a few minutes and wrote a report that was lacking in detail and contained errors regarding the materials the damaged area… Read more

was built from. It felt like a scam, The claim took more than a year to resolve. After many delays CDU offered me than 15%% of the true cost of what it took to do the repairs rather than sending their own builder as most insurance companies do. Adding to the stress of dealing with them and hour-long waits on the phone, while I was awaiting settlement, their so-called "make safe" measures they took initially caused patches of black mold to grow on the walls. I have cancelled my two policies with CDU and returned to my previous insurer. I was happy with my previous insurer and had only changed to CDU because my bank (Bendigo) offered me a discount when I took a housing loan with them.

Terrible customer service. No one calls back, replies to emails and provides false information. A property had a roof leak, it was an emergency as the ceiling had collapsed. I was told I could engage with a plumber and if the report indicated the leak was not due to negligence or home maintenance the plumbing invoice would be reimbursed. I have… Read more

since been told its not covered that CGU do not cover that at all just the maintenance after. The case manager has not called me back, and this has been ongoing since January 27th

The house of horror – When I owned my first home, back in the mid 1990's.I insured with CGU.Many years passed and l hadn't made a claim when l could have.That was until the mid 2000's.When a storm came.My 2 disability sons slept in the lounge due to not enough bedrooms.The glass shattered and just missed my sons eye.once the boys were out of the lounge room… Read more

,the wind increased with such a force.Rather like a tornado with rain.The next day l went outside to see what damage was done.part of a roof was torn off the shed.I did put a claim in .I can't remember that actual cost from CGU.However for all the damage l received a few brand new pieces of wood for the frame for the roof.The builders came out put the beams up with our old tin sheets and an old windows that was outside to replace the longe windows.no money for new carpet or furniture that got ruined. The year 2021 no claim was reported by me as my case is still on going with the police.Several phone calls back and forth.the result was a man came around and he told me what was he basically doing at my home.l even had photos and my statement to the police regarding the tradie.He ended up driving off.Several more phone calls and texts asking for more information.Another phone call saying that a man would came out to write up a report.He knew his job and was thorough. Inside and out.He informed me that l would hear back from CGU.The outcome no finical help which they did say ,when l spoke to them the first time.what l don't understand is the following why don't the staff know the insurance policy for the customers Reading out their policies to cover themselves to say if you don't agree. Sending out a letter to close the case. One of my letters was sorry to see you go were they thousands of dollars later.my regret l wished l left sooner.l will definitely shop around and do my homework. The most important asset is your family which you can't put a price on.And your house which is your home.

Dissapointed – Been with this company for quiet a few years .every year they have been sending me my renewal policy to witch I have payed by cash at the post office with no problem.last year they sent me my policy to renew and I couldn't pay it cash had to pay it with digital payment.this year they havnt sent a renewal buy post but by email with a qr code to pay… Read more

it it seams that they are using a broker now .I have tryed to respond to them by email to se if they can send out the policy by mail so I can go pay it at the post office but have had no response.i am 60 years of age and was never brought up in the digital age and have trouble with it they just don't seem to care looks like I will have to look at another insurance company hopefully one that understands that not everyone nos how to work the digital age.very dissapointed .regards carl

Useless beyond belief !!!!!!! – Edit- it is now mid April and we have finally received our refund . So over 13 months from when we originally cancelled this policy - our most recent dealings had them sending a cheque made out to my deceased mother, despite being given BSB and account details to send the refund to . If I could give 0 stars I would . I have been attempting to… Read more

deal with this company on behalf of my parents , one who has recently passed away and the other who has moved into aged care. The amount of time I have had to waste chasing this company is beyond a joke . Multiple emails , phone calls etc . Each time we are drip fed information and details of what is required to cancel their policy . We have been trying to cancel their policy since MARCH - it is now NOVEMBER !!

Diabolical – I have had the run around since May after some water damage following heavy rain. . I was asked to pay an excess of $500 to a building company which I did, after they had assessed the water damage from flooding. I have been unable to speak to anyone who is familiar with the job from CGU… then received numerous emails that appear to indicate the… Read more

process is starting again from scratch. Due to the inaction and confusion have asked for a payout (to allow the repairs to be carried out) but have now been written an email to say that I will need to provide a report detailing the preventative measures to be taken and evidence of them before they can do this. This has nothing to do with the current claim which is covered by my policy. The assessment had already been completed (in May) and excess paid (I may)This has been a fiasco CGU and if it is indicative of the service you provide it is very poor. I will be taking my business elsewhere once this has been resolved (with or without the support of Consumer Protection. I originally signed up with ANZ 18 years ago, during that time I have made one claim after a burglary. It is very poor and has been incredibly frustrating. Can’t stress enough to avoid this company.

Terrible – Ridiculous service. We had a sewage leak from the manhole in our backyard (backflow from all the neighbours) which then came through our pipes in the basement due to pressure. I made the claim nearly 6 months ago and it still has not been repaired. We have had restoration come through to remove all the damaged plaster and skirting boards but that… Read more

is how our basement has been left. I have emailed claims and made several phone calls but I'm always given the 'we will have someone on it and you will hear from us soon' excuse. This is my first home and my first insurance claim and what a disaster it has been. Get your act together, CGU. I pay my monthly fees and don't see anything in return. What a waste of my money.

Claim refused by assessment that clearly done in favour to insurer. 0 comms from CGU – They have excuses for everything, even when damage was clearly done by storm, they refused to honour the claim saying that is natural deterioration. You won't get anything back from this insurer, find better way to spend your money. UPD: was promised to provide me with assessor report, but 3 weeks after still zero communications from CGU. The… Read more

only 2 emails i got from them over all insurance process are initial contract details and claim number. This company doesn't bother to talk to you at all. UPD2: Talked to neighbours and they couple of them had similar problems, AAMI helped them no question asked. Talked to building experts, they said plasterboard ceiling to last at least 30 years, 50 years in average. So assessors used by CGU seem to biased or affiliated. UPD3: all official rep on this website suggested is to lodge a complaint. that will take months to review with known outcome while my garage is not usable.

Worst insurance company – I just recently got ceiling fell! They are not covering for the ceiling! They said glue issue and tear! Not covered! The accessor showed up for 1 min and gone! And write a report is not covered! Show details

Paper wasters – Despite having my email address, they insist on clogging my letterbox with their policy documents. They are also very slow on the phone to get anything rectified or to transfer the call to the correct person. Show details

Good experience – Have made 2 claims. One for a roof leak and one for damage to a sound bar and carpet. Helpful staff. No issue with the claims. An assessor came out to look at the roof if I remember correctly and they paid us to hire a repairer. I am surprised by the bad reviews as this has not been our experience. Show details ·  1

Beware! – This insurance company is purely about taking your money. I had some storm damage, paving washed away from a boundary fence. The assessor claimed it was a maintenance issue. Stay away from this insurance company. It is clear they take the money but do not pay out when needed. I spent hours being kept on hold when I rang to ask for my policy to be… Read more

cancelled. I sent an email to request closure of my account. I had blocks along the way & I am still hoping my policy will be ceased & no more funds debited from my account. I have gone back to my original insurance company & regret ever leaving RAC for home & contents insurance. It appears there is an affiliation between the banks & this insurance company which I question, it seems very dodgy. I was recommended to join via my bank, which I trusted but now am dubious about the relationship between the bank & CGA insurance company. My biggest regret ever was signing as they dont pay out on a claim only take the monthly payment. If I dont receive a letter confirming ceasation of my policy I will lodge a complaint with the ombudsmen. The storm damage was left not repaired due to the messing around with my claim. I am now left to pay for the repairs myself with a tradesmen I found confirming it was storm damage! Mean while more storms have unfolded making the damage worse. There was so much time wasted on the phone to this insurance company with no positive result. I question the building company they use to do the assessment as well. All very dodgy. Dont sign up with them. Beware!!!

Useless just useless – This company had repairs done to my kitchen which was made even worse by the contractors they use that caused damage. Didn’t install dishwasher hose properly and it split and caused new kitchen to bubble. It’s been over two months countless calls and yet nothing. The case manager never replies to messages. The ineptitude of everyone involved is staggering. Then they have the check to put up their yearly rates. Don’t go near this company Show details

DO NOT INSURE WITH CGU – **DO NOT INSURE WITH CGU!** I highly recommend against insuring with CGU. My experience with them has been nothing but a frustrating runaround. They've produced three different reports, each citing a different cause for the damage to my property. Not only did their tradespeople exacerbate the damage, but CGU has also refused to take… Read more

responsibility for it.

Additionally, they left my family, including my 18-week pregnant wife, in a house with confirmed mold. Despite a report they sourced advising against living there, CGU did nothing to help us. Their service stops at taking your money; beyond that, don't expect any real assistance.

Do yourself a favor: read the reviews and go through AFCA if you encounter issues with CGU. Save yourself the trouble and look for a more reliable insurer.

Disgraceful treatment of consumer, incompetent staff and inconsistent pay outs with policy – Disgraceful treatment of us through our Bendigo Bank insurance which is underwritten by CGU. Made a claim at the beginning of March and after hours and hours spent on hold and on the phone and sending emails, nobody at the company knowing how to do their job, decisions about our claim changing each time we call and then ending up not paying us for… Read more

the full amount that we had insured the item for and charging us more than the agreed excess amount. It's now nearly the end of May and we still have not been reimbursed for the item and are at the end of our tether with this company. Steer well clear of this "provider" for your mental health state, clearly this company works by in the business of not providing insurance but charging you for it in more ways than just money. This policy was EASY to set up but is certainly NOT good value. So far nearly 3 months and still unresolved claim. Have been with this company for 6 months.

CGU I cannot understand what they are doing – Where do I start, you once looked up to insurance companies. Now it seem difficult to rate some of them even as low as a one star. When you find out that something is not quite right and/or a little corrupt and you have information to show them, no one from CGU and/or NRMA and/or IAG seem to care. A business has many areas to cover to be… Read more

successful and one of the areas is looking after their customers and share holders. In the case of CGU they seem to make things worse and go out of their way to make the customer regret ever signing up to a policy. I will explain. My wife and I took out a policy with CGU, unfortunately due to a sever weather storm and flooding we had to make a claim, this proved to be the start of a nightmare and a lot of regrets. Now I understand how a company can affect peoples lives and possibly cause hardship to some customers. Below I have listed a few points from a list of many and each point can be backed up either by documentation and/or witnesses. After reading a few of the points you will get an understanding of the frustration and hardship that the insurance company is causing and why it is time for people to make a stand or for the share holders to step in, otherwise bring in new easy policies to allow the government to fine them large sums of money for not performing in a business like manner. Points 1, The storm damage was back in November 2022 and still CGU have not finalized the claim and failed to follow their own code of practice. 2, We have contacted CGU, NRMA and IAG on several occasions (Up to date I think it is around 41 times). NRMA said that they cannot help it is a matter with CGU even though they all fall under the same owner. IAG took on the case after we made a formal complaint, IAG should have had the matter settled but instead handed it back to CGU who have made things even more difficult. 3, Over the past year we have had 23 people turn up to either inspect the area, remove contents, take photos and complete reports and now CGU are sending out people to redo reports, carry out inspections to possibly try to discredit or lower a claim. It seems to appear that CGU are spending more money to lower or find a fault in the claim despite that their our representatives evidence showed it to be a legitimate claim. 4, When we ring CGU and IAG to explain or to get answers we now get the same response and get told that they will have someone ring back or have the case manager ring back, well that is the 11th promise and still we wait for that phone call. They just never call you back, we have only had two people call us back since late last year and that was due to us applying pressure through emails and many phone calls. This year not one person rings back. 5, CGU now sends out a representative from Sedgwick ([Name Removed]) Loss adjuster, his bullying tactics leave you with a unpleasant feeling and a feeling that the client has done something wrong. His bullying tactics was witnessed by two independent workers. 6, Now CGU seem to be lowering their standards even more by further delaying the claim. They have approved a plumbing company to pressure test the house water lines, but before entering the property they must ring [Name Removed] who instructed them to carry out a LDT (Leak detection test) to the main house. When the contractors arrived my wife and I could not work out what they or why they are doing a leak detection test. The house was never an issue, and the house was never part of the claim so the testing should have never been carried out. it appears that Sedgwick or CGU just wanted to do the test and waste further funds in trying to justify the delays or possibly muddy the waters and make the claim more difficult. The test that should never have been carried out came back fine.

Summary I can keep adding to the examples but I will run out of space, The other week I contacted the insurance company to let them know what is happening but that fell on deaf ears, so I completed a product review in the hope that someone in CGU would read it, sort it out and stop wasting money. But instead they wrote back at the bottom of the product review were everyone can read and show that CGU just do not care about their customers. It is a sad day when a company that created the situation just do not care how you are treated and send you somewhere else to sort out the issues. It now appears that I have to file a complaint with AFCA (Independent organization who can resolve issues) Just further delays again

Regards Steve