CGU Home and Contents Insurance

Have called multiple time after a call has crashed though our building leaving a hole and the building unstable and still nothing has been done to fix it! Completely unacceptable! It’s unsafe and they don’t seam to care.

Update: 22/7/22
Still nothing has been done with a massive hole in a wall with a building that’s not able to be rented!and the one report they did is completely wrong! Unless you want a very painful time never insure through CGU and people that have had problems go to AFCA!

I have been a CGU customer for about 20 years and recently had to contact them about making a claim. I haven't been super impressed. Firstly, their call centre fobbed me off when I didn't have my insurance policy number, but they could have looked it up. Then, after submitting my loss information, I called after 4 weeks to find out what was going on - it took them a week to get back to me, and after 5 weeks nothing had been done. I was told my claim had fallen through the cracks...I appreciate they're busy with all the natural disasters - but c...

We have been with CGU for many years. Unfortunately yesterday we cancelled our policy. While on the rare occasion we have made a claim the process has been fast and easy, unfortunately anytime we make a change on our policy they debit extra funds…sometimes in the hundreds of dollars. I was then told it could take up to 21 days to recover my funds and I then had to spend time on the phone with my bank putting stops on payments. The most recent issue last week they did return my funds within 72 hours. Hint: set up direct debits with a bsb and acc...

Yesterday I decided to review my car insurance policy as I have been with CGU insurance for a couple of years. During the pandemic over two years in Melbourne, the policy remained the same at about $600-$635 per annum for third party theft cover. Then, in February 2022 the rate changed to $835 per annum. I was curious why such an increase to the exact same policy, the same car (which had suffered nil damage/change in value since the last policy), myself being the only driver with nil traffic criminal history, and the same street address where i...

Made a claim for damage from Cyclone Yasi a few years ago. Excellent response and follow up. Only thing was I couldn't talk to CGU directly, had to use a local insurance broker.

Two months and my daughters claim hasn’t been assessed. First appointment was a no show. Second appointment three weeks later another no show. No phone call text or voicemail left

My Writ is lodged, WooHoo! WooHoo! CGU, I'm coming after YOU. 6 years of angst, for a legitimate Claim, But now it's YOUR turn, to feel the pain. You SHOULD have honoured the Policy I had, But I discovered you are TRUE cads. So, now a judge will hear and see ALL, And from good grace, YOU will fall. Utmost good faith, you did deny, After 17 years of same, of mine. I can't wait to see your Engineers on the Stand, I promise you, they'll find themselves in a jamb. The sleaze and errors, that you relied upon, Will ultimately be, what brings you undone.
C U In Court. :)

My home experienced cracking in the recent Melbourne earthquake and the claim was denied. The original assessor spent only 10mins at my home, tried to chat me up. A second specialist attended. The Report is obviously a cut and paste....it references by name a different policy holder not related to me. Claims process drawn out close to renewal date (7 months). I'm beyond disgusted. All of their literature saying they'll look after you is not true. It's not fair a legitimate claim was denied. I didn't renew my policy.

Yesterday our pergola was smashed to pieces in a freak hail storm. I’ve made 7 attempts at phoning CGU (no you can’t do an online claim) and have managed to talk to some someone twice only to be cut off midway on one occasion and having to rejoin the queue. On the second occasion I was answered and abruptly transferred back into the hold queue where after another hour I gave up. I get that it’s busy but their service is garbage. 25 years I’ve been with CGU but once this claim is processed they’re getting dumped - same with our car insurance.

I would have thought that CGU would take their customers seriously with a 98 out of 131 customer un-approval rating of 1 star (that's 75%) and have a plan on how to better look after and listen to their customers. Had a claim from a Hail Storm on a tiled roof in Yeppoon last year (and still not resolved) and everyone else in our neighborhood with a tiled roof with a different insurer has had tiles replaced (lots have had their whole roof replaced) and whole roof repainted due to not being able to color match. CQU's recommended builder who had d...

Never responded to anything.Seems like everything is “wear and tear “. A complete waste of us having landlord and building insurance as nothing is covered. Am cancelling policy even if it costs me money

Stay away from them,Useless!!I bought a landlord insurance from Bupa three years ago and had it for that time without any claim ,but few months ago when I called them for a claim they linked me to CGU and from there it was just wasting my time for five months and after sending everything that was needed ,I received a reply usually by one month delay for asking another document ,so I gave up and canceled my policy, they'll do anything to not pay you!!

Never have I ever dealt with a more useless group of people in my entire life. 0 communication between anyone that works there and was lied to over and over again. Steer clear of this group of Fwits.

At the onset I will state that CGU denied my daughters water leak claim. My daughter has a busy job therefore being retired i undertook to interact with her insurer. This is not about the denial, this is about the intolerable customer service I received at the hands of this organisation. Never returning phone calls in a timely manner, sometimes never!. Not having the story correct as i spoke with several people. This tells me their claim notes are poor. When i advised one of the claims officers of the poor service, his response was "what do you...

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.
S.Chitaranjan