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CGU Home and Contents Insurance
John OPerth, WA
- 2 reviews
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.
1 comment
Ange N.
- 2 reviews
- 1 like
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!
1 comment
Care TeamCGU
Hi Ange, I know we have discussed this privately but I do want to take the time to apologise again regarding the treatment received during your claim. We have provided feedback and this is looked into...
Read more. It's great to hear your claim was finalised but again apologise that it has caused you to leave CGU. ~NatalieWheelsSydney, NSW
- 9 reviews
- 6 likes
Tree collapse
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.
The...
1 comment
Care TeamCGU
Hey Wheels. Thank you so much for taking the time to leave your review. Sorry to hear about the tree's. We do understand how frustrating the delays can be for our customers, even when they are out of ...
Read moreour control but we are glad to hear that you were satisfied with your claim experience, and also your cost when obtaining the policy. We hope we are able to continue to look after your insurance for you :) ~ LizzyFind out how CGU Home and Contents Insurance compares to other Home and Contents Insurance
Know better, choose better.
- Verified customer
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 ...
8 comments
Care TeamCGU
Hi Terry, thanks for raising the claim with us on Product Review again - we can't imagine how frustrating this has been for you that it is 11 months on.
I have escalated the matter this morning to c...
Read morelaims and asked they urgently contact you to discuss the claim ASAP. Please let us know if you don't hear anything in the next couple of business days. ~NatalieAnd another week Passes and CGU fail their customers again its 35 degree's here the next 4 days CGU i am really going to enjoy driving a 1hr round trip for a shower( so will my daughter and her b/fri...
Read moreend) maybe with the new CEO Nick Hawkins and the old CEO Peter Harmer get served papers for Failing to fulfill a contract signed twice in court you might lift your game. DONT TRUST CGU they are lying theives !!!!!!! get your CEO ready for courtCare TeamCGU
Hi Terry, did the team get in touch with you? ~Kaz
LizGreater Melbourne (Outer), VIC
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.
1 comment
Care TeamCGU
Hey Liz. Thanks so much for taking the time to leave your review. We are glad to hear your claims processes went so well and you are happy with our coverage :) ~ Lizzy
anonymouseTownsville
- 10 reviews
- 7 likes
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...
Read mores 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.1 comment
Care TeamCGU
Hi there, thanks for your review of your home claim during the time of the massive flood event in Townsville nearly 2 years ago. We are pleased to see you received your settlement for the claim. ~Kaz
MirikeSydney, NSW
- 8 reviews
- 1 like
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...
Read more 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.1 comment
Care TeamCGU
Hi Mirike. Thanks for taking the time to share your review. We always aim to cover all legimate claims covered under our PDS but we are sorry if your past experience has left you feeling this way. If...
Read more you have an issue with an ongoing claim currently under your name, we would be happy to follow up and see what we can do to help. Send us a private message at https://www.facebook.com/cguinsurance with your claim number and contact number. Just be sure to let us know you are from product review~ LizzyBarryGreater Melbourne (Metropolitan), VIC
Appalling Company- Do not go with CGU
Policy was easily set up and recommended by my Bank, two issues; the policy went up 11.5% in one year when CPI is 0.75%.
Claim was lodged and took two calls to get any resemblance of having a claim registered, claim was for a fridge through a power failure, electronics failed- CGU only cover the compressor/ motor, not the actual controls of the fridge. Clearly an outdated policy cover when fridges did not have digital controls, welcome back to the future 1970's style CGU.
1 comment
Care TeamCGU
Hi Barry, thanks for your review and for letting us know this incident was not covered under your policy. If you would like to lodge a complaint and have this decision reviewed, you can read about our...
Read more complaints process at this link. https://bit.ly/32zlcCR ~KazAnnabelleSouthwest, VIC
- 2 reviews
Stay clear and seek another company
After changing banks a few years ago, our new bank's default insurance company was CGU. We asked our local bank if CGU suited our current circumstances, also stating we had made one small claim for house insurance more than thirty years ago - carpet dried out after water damage in one room. Yes, the bank said, we recommend them. Two years later, after a major storm event, we noticed some cracks in one wall of our home and some movement of the floor in one area of the same room. After a builder investigated, it was found that rainwater had come...
Read more in under the house and caused this damage, which only showed after a couple of months. So we contacted CGU who sent another builder and an engineer and then denied our claim, saying it was earth movement and they don't cover that. Check your GOLD policy, they said. It says, we are covered for 'storm, flood, rainwater and wind damage' but not 'settling, shrinking or any movement of earth'. So....isn't that the damage that rainwater and storms cause? I think you're covering all bases CGU. Clever you! After numerous phone calls, giving more information and explaining the situation with evidence from builders, we were still denied. CGU blamed the trees, the weather, the soil, the house and even asked for receipts from more than 10 years ago for extra drainage we put in. Anyone keep those? Interestingly, our cover is also no longer on their website. (Alert - keep your paper copy!) So CGU, what do you cover? And if water didn't cause those cracks in that room in such a short time, what did? What is GOLD cover? Is there a higher one? Please let us know and we will make sure we buy that - with another company!3 comments
Care TeamCGU
Hi Annabelle, thanks for sharing your claims experience, we are sorry to hear this event was not covered under your policy. If you believe this is incorrect you are well within your rights to lodge a ...
Read morecomplaint, you can read about our complaints process at this link https://bit.ly/32zlcCR ~KazHi Kaz. Thanks for your swift reply and your apology on behalf of CGU. So just to confirm - 'storm, flood, rainwater and wind damage' is NOT covered in our policy? The policy clearly states that it is...
Read more. It seems that CGU is covering itself but not its policy holders. Extremely confusing for all but thanks for the information to lodge a complaint. We have already engaged a second opinion from an engineer, so will start the process. Regards, AnnabelleCare TeamCGU
I cant comment on your claim Annabelle as I am not a part of the claims team and dont know the full details of your claim or coverage. If you are unhappy with the outcome please lodge a complaint as p...
Read moreer the information above and the claim will be reviewed. ~KazFind out how CGU Home and Contents Insurance compares to other Home and Contents Insurance
Know better, choose better.
MattSydney Surrounds, NSW
- 2 reviews
Very disappointed so far
Let me just start off by saying I have never posted a review like this before, however I have just been left so frustrated.
I initiated a claim on the 3rd of August and After approx 5 weeks post builders inspection , i still had no further information, so I called CGU & they advised that they were still waiting to hear back from their contractor Rizon Building. They then advised that someone would come out to assess floating flooring and no one ever turned up.
At this point I still have water coming through my wall at times, which I need to fin...
1 comment
Care TeamCGU
Hi Matt. Thanks for taking the time to share your current claim experience. It is disappointing to hear about the delays you have experienced and can understand your frustration. We would like to esca...
Read morelate this for you and organise a call from a claims specialist for you. Could you please send us a message private message here or a private message at our facebook page with your claim number and best contact number so we can follow up for you? https://www.facebook.com/cguinsurance . We would hate for you to be left feeling this way ~ LizzyVeeCairns
- 9 reviews
- 12 likes
Appalling customer care
The first time I contacted CGU to talk to someone about my landlord insurance renewal the representative was very rude i had to put it a complaint with the manager. I have since called a few times after that and its the same thing they, are always rude, unprofessional and lack customer care. In one of the calls the guy told me he couldn’t find my account so I wonder how is CGU deducting money out of my bank acc each month if my details do not exist in their system! Please steer clear of this company, it has disaster written all over it:(
1 comment
Care TeamCGU
Thank you for reviewing our Home Insurance Vee and apologies for the experience you have received. We pride ourselves on our customer service and loyalty to customers and I hope that you receive A1 service for any interaction in the future ~Renae
louNorth Queensland, QLD
Very efficient company
I can't speak highly enough about cgu claims. I have made a few claims over the years, with cyclone damaged contents, accidental breakage, and lost items and I have found this company very prompt and efficient.
2 comments
Care TeamCGU
Hey there Lou, thanks for the kind words! We are incredibly proud of our claims processes and customer service, so it's always nice to hear from people that have experienced this. :)
Have a great day! -Nathan
Cheers thankyou. :-)
Long long wait for approval
Hail storm in January, still waiting for GCU to approve the repair work!!!!
Storm damaged door which they said was wear and tear apart from the fact that no other door in the complex had the same damage because of the direction of the water, and no other door was accused of wear and tear!
1 comment
Care TeamCGU
Hi there, thanks for taking the time sharing your experience regarding your claim. It is certainly disappointing to hear about the delays you have experienced. We understand how frustrating it can b...
Read moree to hear that we have deemed wear and tear has contributed to the damage, especially if you have been waiting this long. If there is anything we can do to help with your claim, please send us private message on Facebook at https://www.facebook.com/cguinsurance/ with your claim number. Just be sure let us know your from product review. ~ LizzyGem MHunter Region, NSW
Long time to get back with a claim and not very helpful when they do finally get back to you
I have been with CGU for many years and had an accident where my mobile phone was water logged. I put in a claim to get the replacement costs covered as I needed to get a new phone ASAP. I was told that someone would get back to me in 24-48 hours regarding my claim. After 3 weeks I heard back from them - they called my mobile even though my preferred contact with via email. I was unavailable when they called, so had to call them back (again, despite my desired means of contact being email). When I got through to someone, they told me, oh I see ...
Read moreit's been a few days, to which I corrected them with the fact that it's been over 3 weeks (almost 4). I was then told that I would need to take my phone to a repair place (not located in the city I live in), pay for an appraisal as to whether this can actually be repaired before they could proceed. At this stage, I don't hold a lot of hope for even getting this replaced and given that my excess is $350, I am not sure it's worth it. In the meantime I have had to go out and purchase a new phone at a cost of $900. I am very disappointed with how long it has taken for CGU to get in touch with me regarding this claim and how unhelpful they have been.4 comments
Care TeamCGU
Hi Gem, thanks for your review, we are sorry to hear it has taken so long to resolve your phone claim and that the team have not been helpful. Could you please private message our Facebook page at thi...
Read mores link https://facebook.com/cguinsurance with your claim details and we can request claims contact you to help resolve the claim. Please also mention ou are from Product review. Thank you. ~KazI appreciate this response, but I have been in contact with the claims department and have been told that I will be contacted "within 24-48 hours". The only contact I have had has been when I have cal...
Read moreled. I could go on about the stupidity I have faced with regards to the claims process. But I am now planning on cancelling my insurance policy with CGU as this has been very unhelpful.Care TeamCGU
Understandable Gem, we would be more than happy to escalate it for you as the lack of communication is not okay. If you can head to our Facebook page and let us know you're from Product Review we woul...
Read mored be more than happy to have someone contact you and get things back on track. ~NatalieNikki CullenAU
- 5 reviews
CGU insurance - 10/10
Within hours of lodging a claim, we were placed in emergency accomodation & had them looking for a longer term accomodation for us and our dog. We had a major incident occur in our home where a sewerage pipe backwashed into the home. We had sewerage through the walls and floor, and the home was unliveable. We didn't know what to do - we had no idea where to start.
Our Claim manager, Norman and his team walked us through every step of the way. It has been 6 weeks since the original incident occurred, and i can safely say we are back in our home...
1 comment
Care TeamCGU
Hi Nikki, thanks so much for sharing your experience. That must have been horrible, I'm so happy to hear that we could help right away. We are incredibly proud of our claims processes and service, but...
Read more it's always great to hear it first hand from our customers. :) Feel free to head over to our Facebook page and PM us if you would like us to pass your great feedback onto the team responsible! -NathanFind out how CGU Home and Contents Insurance compares to other Home and Contents Insurance
Know better, choose better.
clint.reynolds.549Wide Bay-Burnett, QLD
- 2 reviews
Best Insurance company ever
We filed a claim for Hail damage on our house, Assessor was out within 7 days, Our claim was approved within 10 days of that and our roof was replaced within 30days from our Claim being approved. Thank CGU
3 comments
Care TeamCGU
Hi there Clint, there's a reason that we're so proud of our claims processes and how many customers that we can help!
Thank you sharing your experience, it's great to hear that we could help to make ...
This is going to sound fake but We also had our caravan insured with CGU, we had 2 claims in 18 months and again, outstanding! We had one claim approved in 3hrs of the quote going in. Thank you CGU.
Care TeamCGU
That's great Clint! It's exactly the kind of service we aim to provide :) ~Natalie
My bike was stolen but CGU came to the rescue
A few months ago I had my road bike stolen and was absolutely devastated. I called the claims hotline after hours and encountered a very helpful person who submitted my claim. It didn't take long for the claim to be processed and sent through to Insurance Bikes Australia, who worked with me to secure a replacement bike. The process was seamless and the claim managers were extremely professional and helpful. Thank you to CGU and Insurance Bikes Australia!
1 comment
Care TeamCGU
That's great to hear Happy Customer. Sucks to hear about your bike being stolen but I am glad it had a happy ending. ~ Jono
YolantaMentone
- 3 reviews
- 5 likes
Tried to Obtain Quote for House Insurance
Tried to get a quote for an accidental damage house & contents policy. The care consultant who was very difficult to understand, hung up when I asked she speed things up- the home is a residential property & is not used for any other purpose. Not a good sign for a customer looking to swap insurers
1 comment
Care TeamCGU
Hi Yolanta, we are sorry to hear you were unhappy with your recent experience. We do offer an online quote service at this link if you would still like a quote https://www.cgu.com.au/personal/home-insurance ~Kaz
Sam
- 3 reviews
- 2 likes
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!!
1 comment
Care TeamCGU
Hi Sam, thanks for the review. Our product isn't a scam and is there to help those when they need to make a claim. Unfortunately in your situation it seems like the consultant could of handled the cla...
Read moreim acceptance a bit better however an excess always applies to a claim regardless. In some cases it is better to have work completely privately than paying an excess. The excess is not bogus and you can actually change the excess to meet your needs. We will always be there when you do need us but I do apologise your experience wasn't great. ~NatTonySouth East Queensland, QLD
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, ...
3 comments
Care TeamCGU
Hi Tony, thanks for leaving your review. We can appreciate that having damage in the home for that long and feeling ignored , would be very frustrating for anyone. If you would like to have claims con...
Read moretact you about your claim, please PM us your claim details to Facebook & let us know you're from ProductReview so we can escalate it further - http://bit.ly/2pbDydv. ~MattyI have messaged the following on facebook
[Number Removed]. PLease contact me again on [Number Removed]. I have posted my issues on Product Review
Care TeamCGU
Thanks Tony, I have asked Product Review to remove the claim number and your contact number as this is a public forum and we would hate for someone to have access to your information. I can see this has been escalated for you. ~Nada
Questions & Answers
SKJasked
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?
1 answer
Care TeamCGU
Hi SKJ, I have responded to your review. ~Natalie
Etimoni V.asked
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. claim@cgu.com.au Any help?
1 answer
Care TeamCGU
Hi Etimoni, you have made just a slight typing mistake. The correct email address is claims@cgu.com.au. ~ Jono
Rosieasked
Do you insure relocatable homes?
1 answer
Care TeamCGU
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
Details
Category | Home and Contents Insurance |
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Other Insurance Types Offered | Car, Home and Contents, Landlord, Motorcycle and Travel |
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Care TeamCGU
Hi John, thanks for raising the issue regarding your roof repairs, its' disappointing to hear that we aren't communicating and not looking into the matter for you. We would be happy to follow up and s...
Read moreee what we can do to help. Send us a private message at https://www.facebook.com/cguinsurance with your claim number and contact number. Just be sure to let us know you are from product review~ Nada