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.
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...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!
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!
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 ...it'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.
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...
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.
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.
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.
Cgu is the worst
Dont go there! We are struggling big time because of cgu, its been about four months now, we keep calling and they keep ignoring us. If you are with cgu jump ship! I couldnt stress this enough
Absolute rubbish, I will never recommend, deserves zero stars!!
I have been with CGU for nearly 20 years with 2 claims in that time. First one took ages to sort after a cyclone because they tried to get out of paying. Now this one is post a break in, initial approved but wouldn't pay it cash but wanted me to use 'their preferred shops'! They get kickbacks of course. They then reversed part of the claim and then low balled me due to wanting cash due to living remote and needing to defer purchases. It is a cheap practice as most people will struggle to prove ownership of things older but stolen!! I've been robbed twice, now by CGU... They put the FU in CGU. Do not insure with CGU or anything owned by AIG!!! Oh, don't get ducked in by what they say either, money is their ultimate goal, not you!!
Been with CGU insurance for 4 years now, in the beginning service was great. The claims process was very efficient. Seems like they have moved the operations to overseas and its just gone terrible. it seems like speaking to some kids who don't understand the claims process. sorry CGU I will be moving all my insurances from your company soon.
seems from the reviews they will pay out small costs but not big ones
I was convinced by my credit union (why are they selling insurance anyway?) to change to CGU. In trust I transferred across to CGU and 6 months later a storm damaged part of the asbestos fence at the back of the property. It has fallen over. they say they won't pay anything because it has fallen over but isn't damaged??? and that the bottom strut that was holding it was rusted. I only moved in 6 months ago. my neighbours insurance company, which by the way was the one I was with prior to CGU, has no problem paying out immediately for his half o...f removal of the fence and replacement. so now I have to spend time going through the insurance ombudsman asking for assistance. CGU never had much of a reputation, I was reluctant to change over but the bank manager said if they ever give me a hard time he would advocate for me because they want the credit union's custom. Of course the bank manager won't look at it and won't do anything. He's probably skulking under his desk somewhere. Counting the money CGU gives him for conning customers. Both the Credit Union representative and CGU have behaved unethically. Do you guys really want that kind of reputation? you cant hide behind an inhuman business wall all the time surey? this is people who pay you in trust, your families, your friends, people who struggle, don't you get embarrassed at your dishonesty? I'll be letting my networks know of this poor response.
Misrepresentation, ill practice and complete lack of integrity !!
My husband and I recently purchased home contents insurance through CGU and were affected by the Townsville floods. CGU accepted our claim initially, sent assessors to inspect the damage and offered us immediate financial assistance then did a complete backflip stating we weren’t covered due to a technicality. Due to their misrepresentation and direction, we disposed of our damaged contents and now they are saying they are not liable for anything. We have lost our entire home and have nothing left. It’s an absolute disgrace, considering we are both serving members of the ADF and were involved in the flood response.
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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