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.
- 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 ...
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.
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...
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.
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...
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
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!
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!!
Terrible Customer Service.
I've had my home/contents insured with CGU for a long time. We had a storm damage in 2017 that was handled well, good service/policy value/trades etc.that was the end of my positive experience with CGU
After my 2017 claim, CGU increased my premium by an exorbitant amount without justification, and continued to increase it, when questioned they could not provide any justified reason. Now I'm paying premium prices for no customer service. We have a storm damage claim that occurred on the 20th of Feb 2020 (Long before the covid-19 situation ha...
Awesome service. Would give more than 5 stars
When our roof was torn off in a storm, CGU was brilliant. They organized excellent accommodation, replaced all our contents and rebuilt our house. They could not have been more understanding and helpful. We've been with them for many years and I'm never changing insurers. I've recommended them to everyone I know. They also helped my sister with her landlord's insurance and were fantastic when she made a claim for water damage.
Awful service. Do not use this company. Worst ever
I made a claim in the beginning of January. This process was relatively good. A company was sent out to look at the damage. I signed the forms. I have not heard anything since. I’ve called the company a few times who said there was a mix up with paperwork and they would get back to me. This was weeks ago. I contacted CGU today to try and sort it out. I was on hold for 1 hour and 40 minutes after speaking to 4 different people who kept referring me to a different departments. It was absolutely unbelievable. In the end I was told someone would ca...ll me back. This was an hour ago. When I asked where the call centre was. I was told they were in the Philippines. I have had some bad customer service in the past. But this is next level. My matter is still not resolved. I will be cancelling my policy very soon.
Had to make claim for water damage.
You bump me off to a building company who are also crap.. premium premiums and get a budget fix!
Anyway living in mould,you ripped up a small area of carpet , you want to cut out a small area of damaged gyprock wall, without looking if frame is still structurally sound .
How the hell are you going to be see why the water metre is off the charts on same wall but in kitchen if you don't take down one side.
After all these years i think it's time to find a new insurer for home and cars.
SUPER FAST SERVICE
I reversed into my garage door during a storm and power cut(turns out the door does not retract fully when not powered by the motor)and 3 days after i sent CGU the quote to replace the money has been issued,this is my first dealings with a claim and very happy with the service,i have 3 houses and 3 vehicles insured with them
Worst process ever
Their policy has not been good value. My tv was damaged beyond repair. I was told I had to take a tv from a preferred supplier both of which are over priced. They told me it was new for old replacement yet couldn't provide the model number of the tv they were offering me. They keep telling me to refer to the PDU which is average at best and refused to settle with funds transferred to my account even though They have done this for me on a previous occasion.
Claims process is offshored - disgusting service
Twice I have had to UNFORTUNATELY deal with CGU when processing a claim which unfortunately wasnt my fault. First had to go through ombudsman as it took 10 weeks to solve for. Stressful and disgusting process. Second time - was hit by a car and what is a distressing process is taken by an offshored person who has no empathy or understands what your saying. Wrong information provided and just left with no follow up unless you call multiple times. Check where you are being serviced! I am cancelling all my policies with CGU
The best insurance very cooperative. 5 star rating. Highly recommending this insurance. The best insurance i have ever experienced. Thanks for this service. Bye bye bye cv hg hh hh
The reviewer stated that an incentive was offered for this review
CGU INSURANCE IS THE BEST INSURANCE COMPANY I HAVE EVERY DEALT WITH
We use CGU for our hobby farm, domestic home and contents insurance. I love that we can easily ask questions via e-mail to the customer service team regarding our insurance options. Everything is listed in writing and no question is too silly for them to answer. I feel like I know exactly what we are covered for. Everything is a breeze.
We slipped down a hill and smashed our tractor just after purchasing it, and only a few days after signing up with CGU! We were SO scared that they wouldn't approve our claim. To our relief, CGU approved the cl...aim with absolutely no trouble. When given the option to either buy parts individually (cheaper for CGU) or replace the entire front end loader, they replaced the loader to ensure we had our tractor back as quickly as possible. It made such a difference to us as we were able to continue with our work. CGU is hands down the best insurance company I have ever dealt with. I'm not sure how they compare in price but the ease they are to deal with and the claims process mean we wouldn't ever consider going to another insurance company, regardless of price. Highly Recommended!
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
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