I had to make a claim due to a water burst in the bathroom, flooded the whole house. I cant speak highly enough of the help and responseby CGU considering how stressed i was on the phone and probably a little difficult. They reassured me that everything would be OK .The response by contractors was excellent to say the least.
Best and one of the cheapest around
I have been with CGU a couple of times, for both car and my contents. Currently I have my contents through them, I have the premium coverage, that covers both accidental breakage and portable items that you may take off your place. I got some quotes last year, and nearly had an heart attack, as so many were hundreds of dollars more, and most did not have the same level of coverage each year. I recommended CGU to someone on Toluna for her to look at, and she was so shocked, as she was looking for a cheaper coverage, and was so shocked how muc...h cheaper they were, and that they actually cover you for more in that coverage as well. They have looked after me, at a real time in need, when i had my holden camira with them, and took all the fuss out, and wanted to quickly pay out the claim, after it was hit in the car park where I used to live, doing front end damage, because it was pushed over the curb. I highly recommend them. I would never switch my contents away from them, I once got a quote from RACT, was virtually tol that I needed 3 different policies to get the same coverage, which i did not like that idea at all.
I actually had a great experience
I have had CGU home & contents for about 15yrs & never had to claim anything until last week. My split system air con had a motor fusion among other things & was needing to be replaced. I put in a claim on friday, had to wait for the technicans quote which came within a couple of days, emailed it in to CGU, rang them a day later & all done, approved. I was a bit concerned after reading these reviews & thought i may have a fight on hands but the girls i spoke to were lovely, explained everything to me about what will be covered & the couple of c...onsumable items they wont. Money in my account within 2-3days. The process was easy & streamlined & now wont freeze through winter. Very happy with the service i experienced & will be staying with them as my insurer.
There claims process is antiquated, slow and lacks any real customer service. They use an overseas call centre as their first point of contact making it very difficult to understand them and for them to understand us. Dreadful service.
EXTREMELY BAD BAD SERVICE
We discovered a burst water pipe under our floorboards which had been happening for a long time as we discovered dripping water under the floorboards in the Hall way five meters away from the burst pipe in the kitchen under the hardwood floorboards and floating floorboards. CGU didn’t follow S500 IICRC water damage that CGU is trained in. (which states dry out water damage within 48 hours of discovery as mould will start growing). Instead they sent McMullen building services 10 days later he never mentioned any mould concerns to me even after c...omplaining about the musty smell in my house and after telling him l have three young children and it stinks in here when are you coming around and coming back as he came twice. Two months later received a email from JP Flynn builders saying McMullan services have been removed from the job and we are sending McMahon building services to inspect our house for mould and to do mould remediation. CGU wasn’t even going to pay for our accommodation l told CGU the doctor said after seeing the video of the water damage and mould. If there’s mould in the house get out CGU response “ a doctor is not a builder.” McMahon services contractor said your sickness I all in your head there no mould there. CGU then told us we have two reports here that you house is safe to live in. We asked for these reports but CGU wouldn’t give them to us. With us still complaining and us writing many emails back and forth to CGU (very stressful) which is our right when we want something done that is part of the insurance that we paid for about twenty years. CGU arrange another contractor for more testing and mould remediation and as we suspected Mould Lab reports say high levels of mould so this is why all five of my family were getting sick in the two months from when we found the burst pipe from mould spores floating out into the air from two open inspection holes in the hallway and kitchen (so we were eating mould as well as breathing it in). We have had enough by now we wrote to the financial ombudsman service (FOS) complaining again. We spoke to a not very friendly guy in the ombudsman’s office telling him CGU want to cash settle us and we don’t want to. FOS replied CGU can’t do that there’s an active investigation going on. We rang CGU stating what FOS said. CGU replied FOS can’t do that I’ll ring FOS. We rang FOS the same employee back as we found all this money in our bank account on the weekend from CGU they did cash settle us. We started investigating ourself as FOS determination was we pay 50% and CGU pay 50% for mould remediation and we didn’t think this was right. CGU also stated in this first FOS determination in an email “had our clients had repairs done straight away the mould wouldn’t have been an issue” how can CGU say this where was there duty of care to there contractors and my families health.
Excellent customer service
Ok, so I haven't had to make a claim thankfully so I cannot comment on that aspect. However, I've now had my home & contents insurance with CGU for three years. In that time I've had to call up about various things, needing clearer explanations of what I'm covered for compared with their other policies for example & they have always been really good at taking the time to answer my questions & explain things better. I think they have better coverage on their 'middle of the range' policy than what NRMA offer for example and are quite a bit cheeper. I'm happy with them this far & would reccommend them.
Terrible Customer Service and inconsistent information
In the process of making a contents claim, got a claim number and was told the staff member assigned to me would be in contact to discuss further. After no calls in 2 days i decided to call sales rep whom i still havent spoken to as she never answered the phone. Finally spoke to someone and they told me i needed to get an electrician in to get a report extremely difficult when u work a 9-5 then have to try and find someone to come out after hours. Finally got someone to come and do a report and have sent to cgu. Have then called to get escalete...d and told another 24-48hrs before it will be looked at and to call them back, what a joke I was sold this policy because they claim they are convenient and provide good customer service and claim quick turn around times. After this running around i will be cancelling my policy as it would have been less cost to buy the fridge outright and not have to deal with the lack or knowledge and palm off advice they give you. Claim hasnt been approved yet will provide further feedback when or If i hear back from them what a hassle.
Bad experience turned good
With all the bad stigma around insurance companies i was impressed to find CGU so easy to deal with, accommodating and relable. A year after living in my first house, one night i was devistated to find a leak under my sink. I contacted CGU promptly the next day and the sent out an assessors and it was deemed that it had been leaking for months just running through the floor. In the end i had 3 square meters of timber floor replaced and all the kitchen cabenetry (built in kitchen) and the floating floor. I would never have been able to afford to fix the damage under my own steam. I am very greatful. I would recomend coverage through CGU for the piece of mind that the give.
Wonderful customer service, quick service. After a bad experience elsewhere their attitude is refreshing. Very thorough when working out the package which best suited my needs. Paperwork easy to complete.
Not happy at all with the service provided. I am the owner of a commercial property that had been hit by Cyclone Debbie with occurred nealry a year ago and there still remians no repairs done. Have been lied to about when service will be done as people come to view the damage yet never do the work. Absolutely do not recommend this business.
I had the best experience with CGU when my son lost his iphone in Los Angeles while tansferring by taxi from International to Domestic. CGU customer service was outstanding and they were very understanding and arranged the claim immediately so that I could purchase a new phone for him while he was travelling. Outstanding Service
CGU spent more money trying not to honour my claim than it would have to pay it out. During the process of claiming, they made several errors as to my claim, location, and other details. Every phone call, of which there were many, required going through the whole thing again due to the person who sent correspondence by email not being available when called back. I had an overwhelming impression that they were being deliberately obstructionist, hoping I would give up and go away. They finally sent an assessor, by hire care, a 6 hour return jour...ney from Melbourne to make an on-site assessment. The official report he submitted was not what he had told me verbally and was incorrect. Paid out, the claim would have cost CGU around about $3,500.00, and my annual farm and house premiums per year amounted to $4000.00 Go figure!!
Worst insurance company in the world
On making a claim this company employs the tactic of wearing the customer down until you just go away.
They never get back to you and deny receiving information, they continue to lie and you never get the same person and this means the apparently the is nothing on your claim file.
- Verified customer
Refusal to pay claim
We lodged a claim for a burst sewerage pipe flooding the bedroom of our unit. As per CGU's advice we organised emergency plumbing and repairs. As per their advice we sent them the invoices to pay. Subsequently weeks later we became aware they had not paid the invoices. A call to CGU informed us that we need to pay them and they will reimburse us. Turns out this was not correct. They had already declined our claim without any communication. Verbally they have admitted to their faults but have refused to do anything about it.
This is the firs...t claim we have lodged for this property that was built in 2012. CGU claims service is extremely poor. They have not meant their own deadlines to get back to me. This matter is currently with the Financial Ombudsman Service, they have not even responded to them on time. When they do respond they often just copy and paste most of their previous correspondence. If I could give less than one star I would. Insure with CGU at your own risk.
Dodgy, lying, delaying and deliberate and selective misquoting of their builders' reports.
We made a claim with CGU for a badly hail-damaged roof on our investment property in Stanthorpe with the assistance of a builder that we chose, not one of theirs. Despite our repeated efforts in refuting their lies and irrelevancies (e,g. rotten fascia boards, small amounts of corrosion, missing paint etc.), they refused us 3 times by using this old chestnut, "We will not cover any loss or damage as a result of or caused by: erosion, rust, corrosion, gradual deterioration, depreciation, wear or tear."
We repeatedly told them we were not cla...iming for any of this, but for severe hail damage from a particular storm from November 2015. They also used lots of delaying tactics to try and make us drop off and give up. 1. If you are a landlord, they will try and palm you off with a Landlord's dispute review instead of sending it straight to their Internal Dispute Review at the office of their parent company IAG. I treated this Landlord's Review as a final review and sent my complaint to the Financial Ombudsman Service(FOS) which made them belatedly trigger their Internal Dispute Review and allowed them to temporarily ignore my complaint with their 3rd and final refusal of our claim. 2. They repeatedly lied in their various refusals of claim that I had been sent their Builder's reports when I had not. This allowed them to misquote from these reports, quotes which differed markedly from each refusal of claim to the next one.
After a large storm I had internal water damage from the roof, they refused to fix the roof where the damage had occurred, as apparently it was a maintenance issue which from the storm and pictures was clearly not the case. This all took over 6 months! I requested the claim dispute process be initialised, which was also denied for over 3 months, but I kept insisting as per their policy on claim disputes!!. They do everything to prolong the claim so you finally give up. And it is very clear that they provide what to say to the builders on their ...panel (the builder claimed to have met with me, and that I provided him with information which he put in his report, but this is totally false as I live overseas and have never been contacted by him!). AVOID CGU!!!
Don't go with them!!!
Would rate no stars if i could was under accidental cover with them, cracked the glass on our oven was told it needs to be listed under special events!!! Massive joke would never go with them again.
Long term customer very happy with service
We had a huge hail storm break every window on one side of our home including two stained glass panels and flooding of 2 rooms. There was never an issue with the quotes. They were very helpful and even followed me up to encourage the quick processing of the claim. A few years earlier another rental house we owned had burned down. The process of claiming on CGU Insurance was easy as they were proactive and helpful to enable my husband to do the demolition of the charred remains.The policy also gave us a year of rental payments to cover the loss while we rebuilt.
Ripped off for 27years
My home is falling down because the stump has sunk..apparently it's my problem as the house is 57 years old i was told to go sue the council for signing off on unsatisfactory ground. What!!!!! and no payout for repairs its wear and tear... well what have i paid them for, for 27 years???
I have been a customer of CGU for the last 22 years and recently had to make a claim unfortunately due to burglary. Was dreading the outcome as most of what one hears of insurance companies are not very flattering. I was very pleasantly surprised at the level of service I received.. I was dealing with one person in CGU and was given a direct number for contact. I had to deal with 2 assessors who were polite, helpful and very quick with their assessments.Full marks to CGU.
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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