Very dissatisfied customer, terrible service
CGU home and contents insurance claim department have made this very distressful from the start. We have had very little help from the start. There has been no communication from anyone, only from my behalf, even after several phones calls and 7 emails. I will definitely not be continuing my any insurance with them again. Lack of service and unprofessionalism!
CGU Insurance has lost a client. I ll make sure my friends stay away from CGU!
Horrible service! I m going to make sure I never go with them again, this got to be one of the worse insurance companies out there. Stay away!
Cyclone Yasi victim Cardwell
Cyclone Yasi victim
4 helpful votes
Victim of HBA then became Bupa and now CGU and their appointed assessors and builders.
1 out of 5, reviewed on Sep 24, 2012, viewed 1029 times
HBA (Bupa) hired assessors who had no experience with Cat.5 Cyclone in Feb.2011. We were forced to sign with a builder we did not want, or they would not pay our accommodation during building.
This was done during severe stress from after Cyclone and personal health problems in the family. The builder and assessor minimised costs...
CGU used to be good. When we were robbed in 2012 they were good (of course, it was while we were home and asleep so pretty hard to argue). We recently had a major leak in our mains and the water puddles damaged the concrete pavers by the pool. We lifted the pavers to fix the leak because the assessor couldn't get there for 8 days! He got there and said the pavers have been lifted so can't prove they were damaged by water. Claim denied. Cost us $2k to fix the stupid thing. They were extremely rude on the phone too. Cancelled both my policies immediately. EAD CGU.
absolutely disgusting customer service
I have moved premises and asked for a final read .
I had it scheduled in a months time.
When the time came i was told that it can take upto 5 days from the date scheduled .well no one turned up .
I only found out when i enquired what was the amount owing.
The scheduled another date and still one one has turned up.
I'llbe spesking to the ombudsman in the morning
Slow, bordering on dishonest service. Rude customer service.
I was involved in an accident in October 2014. The other party (a registered taxi operator) was at fault. I gave CGU all the details of the incident as well as witness recounts and the details of the at fault party within hours of the accident.
To CGU's credit, they paid me out for replacement of my damaged property without too much inconvenience. Unfortunately, 17 months later, I am still waiting for CGU to do their job and act as my advocate in tracking down the at fault party, and repaying my outstanding excess.
Multiple phone calls, ...resulting in numerous hours spent waiting on hold have garnered zero progress, as apparently they consider 17 months the appropriate length of time one should wait for them to make a phone call to the at fault parties insurer. Recent calls to the claims department to gather information as to the progress of my claim have been fruitless. Two customer service agents have offered to email any and all information (none was sent) one openly screamed abuse, and one suggested that "perhaps I should take my business elsewhere" Strangely, there is no record of the latter two calls, as apparently it is quite easy to simply "not log a call into the system" Thank you CGU for a lesson in shopping around. I just shifted my home, contents, car and business to another company where I am paying 2/3 of what I was paying for your crap service.
I had insurance with CGU for awhile. My bathroom floor collapsed because of water damage. Had my own plumber check and said definitely water damage. They sent someone out who said it wasnt. Took forever to get them to contact me. Even just to say they wouldn't cover. Not impressed
Total loss house fire and CGU dodgy investigators.
After a total loss fire at my family home on August 14th there were Police and forensic investigations. Not satisfied with this CGU sent their own forensic people. All investigations said the cause was undetermined and no suspicious circumstances. CGU then sent an officious investigator to harass and bully me. After I complained they sent a different one, just as bad with a dubious personal record of his own. CGU just went on a fishing expedition looking for any reason not to pay the claim after I have been left homeless with 2 teenagers.
I am now referring this matter to the Ombudsman as I have complied with all reasonable requests and they have not accepted my claim yet. I would not recommend CGU for insurance.
CGU’s wholly-owned subsidiary Strata Unit Underwriters (SUU) current affair 13/07/15 - TERRIBLE
Why waste your money being insured by these insurance companies SUU and CGU . Luckily for me, I have nothing insured by these companies. When we pay our annual insurance for buildings generally around $800 - $1000 annually we expect to be covered for disasters. If we didn’t pay insurance we could easily afford the losses of theft and smaller set backs. I insure to avoid the hardship of an unknown disaster setback. This is what happened to Michael Gittany who woke up to a giant sinkhole in his backyard ( featured in A current affair 13/07/15)....SUU have now refused his claim, they are making it harder for a customer that put his trust in them, when he payed his annual insurance he believed (like I do )that his insurance company will cover him for an unexpected disasters which are not of his own making. If I were covered with SUU or CGU , I will feel very uneasy . They might pay out on small claims but they will wriggle out of larger claims which is the reason why most of us take insurance
Excess is $250 now suddenly it's $500!
Signed up through $your share and they are my brokers for these scammers! Never have I had this type of issue with an insurance company! They are just unbelievable! $750 electrical motor claim and they are stalling, not writing replies., just random phone calls during work hours (no, can't take calls then, nor can I call back during those work hours) or emails saying "ring us during business hours". I wonder are they too worried to put their opinion in writing as this is then evidence for the Insurance ombudsmen.
Policy not worth the paper it is written on
After a rather large rain event in Brisbane the retaining wall between my yard and the neighbours collapsed. After a 7 week process, constantly having to chase CGU, the claim was denied based on the engineers report saying the retaining wall was poorly built. The retaining wall in question had been established some 20-30 years earlier. For a poorly built wall it did a hell of a job lasting that long.... Have now gone to the financial services ombudsman. Overall the customer service is appalling, throughout the entire process I have had to chase CGU.
Sinking boot in while down
Four and a half years ago I was seriously injured at work due to employer negligence, after 4 years of delays and battle a Settlement was reached on 3rd of March. CGU kindly contacted centerlink and got my support cut off before Easter. Is now 24th of April and funds still not been released and had no income at all for a month. I am now living of charity of others and have notice of eviction. Totally heartless and don't care at hardship or suffering they cause.
I have paid H & C insurance for years and upon needing to make a claim was disgusted by their service. Our whole town was without power for over 24 hours due to Power Poles broken in half by a brief storm. Everything in my fridge and freezer had to be thrown out and I phoned to make a claim to be able to have food in the house. Other people phoned their Insurance companies and $400-$500 was deposited into their accounts straightaway no further info needed. But not mine. I would have to pay the first $500 and provide a list of what was lost, p...hotos, receipts etc. 1) It was thrown out and taken away by the Rubbish collector already as it stank. 2) If had $500 to buy food why would I be making the claim in the first place. I will be changing Insurance Companies shortly this month as my policy is up for renewal. When you pay thousands of dollars in insurance I do not think that asking for $400-$500 to replace what was lost due to power failure so that my family could have food was too much to ask for.
These scammers should be closed down.
Had a claim and they would not respond to my broker or myself for weeks.
Happy to take our money. Not happy to respond if there is an issue.
My ceilings in family area have let go, sagging due to old glue not sufficient from origianl builders & not enough screws in place re: report.
CGU won't pay claim as it's a "wear & tear" issue. My policy is as follows:
I'm not happy with the outcome and I have not been contacted at all by the person who is processing my claim. All correspondence has been by other staff answering my incoming call.
Service is not there.
Never use CGU
I came on here to complain about how long it is talking CUG to pay a claim, then realised that MANY other people are having the same problem. My husband was the builder fixing a bathroom for a client who was claiming insurance through CGU, he completed the work on Feb 28th 2014 (nearly 7 weeks ago) and still we have not been paid. CGU said they had posted a cheque although the cheque never arrived then they had to cancel that cheque. CGU then sent a second cheque on March 13th, funnily enough that cheque never arrived either! CGU then had to ca...ncel the cheque before reissuing ANOTHER cheque... Cancelling the second cheque tooks weeks!! (I think I need to put them in contact with another bank, their bank is not very efficient). After many phone calls to CGU and to Fair Trading we have in writing that CGU has now posted their third cheque today.. Here's hoping it arrives.. third time lucky hey??? We have asked that the payment be direct deposited although the excuses that CGU came up with have been incredible. I was told that CGU can't do direct deposit, then I was told they need the client to tell them to direct deposit (the client told CGU to direct deposit twice - in writing) then I was told CGU can't direct deposit as they did not give the okay for the building work (Yes you did.. I have it in writing) then we were told sending a cheque will be faster... (what century do you live in???) After speaking with Fair Trading, I now know my next steps. If the cheque does not arrive by next Tuesday (as this is the Easter long weekend) I will be submitting a Home Building Application to NSW Civil and Administrative Tribunal. I will also be charging CGU interest as we have had to pay our suppliers interest! So far it is 6 weeks of interest as our invoice was a 7 day account. Word of mouth is so important for any business or company, obviously CGU don't care... My husband and I are travelling overseas for 3 months later this year and are looking at travel insurance. Our bank recommended CGU.. I laughed in their face. No way will I ever be insuring anything with CGU!!! 7 weeks later... still waiting for payment
Been paying my premiums for nearly 7 years since we bought our house. Our back fence just collapsed one night. CGU inspected the damage and said that the fence hadn't been constructed properly, therefore they wouldn't pay for it's repair. So what exactly have I been paying premiums for ? What else in my house is structurally unsound?? Therefore, not covered........ ??
expensive insurance and no cover in the end. created a false sense of security for years. dont use them !
Deceitful and Scams!
I had been with CGU building and landlords insurance for 5 years and they declined all the expensive claims that i had made stating that their independent assessors didn't classify the damages as malicious or intentional. They did however accept small claims such as a theft of a towel rail, that had less monetary amount and they added a very expensive excess fee which was never even stipulated on my schedule only to make claims as difficult as possible so that they don't pay up!
Expensive, Policy Schedule is not accurate, Excess is too high that they make the claim impossible
Do not open with cgu!!!!
They are a disgusting insurance company. When someone ran into my car, they did not do anything to chase the person up for doing damaged my car. Very poor. And their assessor's were idiots!!! It makes you sick. Do not go with CGU. Their whole system is bad and they find loop holes to not pay.
They look for every loop hole to get out of insurance
Paid insurance for over 20 years, this is the first house and contents claim ever. Damage was to an internal ceiling as a result of water entering the premises from sudden and heavy downpour. Cost to fix relatively inexpensive ($3000). Insurer denied claim. When dealing with the company they recorded inaccurate information, even though they were corrected on this point a number of times, used supposedly independent assessors but were not. Assessors used far fetched explanations for the cause of water entering premises. Insurer is looking for an...y loop hole, technicality and far fetched explanation to avoid a claim payout. Shame on you CGU. Not recommending you as a preferred insurer. More over now shopping around for a new insurer. Any suggestions? unhelpful, deceitful and dishonest.....no professional integrity here
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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