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
No loyalty to customers
I had a policy with CGU for 17 years. In the last few years we made around 5 minor claims the most we claimed was for carpet replacement of $3000 due to storm damages. As a result the underwriter imposed a $500 excess for every claim for 1 year period. I requested a formal dispute process to be activated, 3 weeks has passed and no response except for 10 renewal notices requesting to renew my policy. I have paid approx $17,000 worth of premium over the life of my policy and claimed maybe half. The reason you take out such an expensive insur...ance is so that you get a better customer service experience but not now. I used to recommend CGU products to friends and family but not any more. Since you get no service or loyalty for being a valuable customer.
CGU never pay out a claim...
I claimed for damages to my fence that blew down, carport roof that lifted and blew off, the carport is made out of galvanized tin after the same windy bad storm. They sent an assessor who wondered around the house-taking photo has, never climbed on the roof or looked at anything. He stated my fence was too old, and my carport roof was running the wrong way. My fence may have been old but was not rotted out as he stated in his report. The roof was flowing 6" 50mm towards the gutter not towards the wrong way, as I had it surveyed. The other clai...m was a blocked waist pipe. The air outlet was 50mm away from the middle stump at the back of the house, it flooded waist under my house. The assessor said it was my tank leaking which I kept empty, and told him so, it had a tap that was attached to a hose, and it never had water in it as it looked ugly and I was going to take it down one day. The water came from the blocked pipe and out the air vent and all the stumps sank sinking the house and warping the windows, cracking the plaster the list went on. Moreover, it did not leak. Moreover, he said the sinking of the house was roots from trees, and clay around the stumps that made them move. If there were clay, the house would rise from the expansion of the clay not sink. I know I am an civil engineer and I do commercial building. I had the stumps repaired myself. He was wrong on all accounts. There was no clay, the soil smelt of house products such as soaps and other domestic stuff. There were no tree roots when they dug the holes and I filled the tank and it never leaked, and, it had an over flow pipe. I am taking the case to the Insurance Claims Board. The funny thing that one could laugh at, the assessor was from a company that my friend founded and said the engineer is useless and the report was contradictory. They never took any notice to what you had to say and their prime directive was dont pay out claims.
Expensive. Dont listen. Dont expect to be covered. No care & No responsibility for CGU contractors
I have had a few properties insured with CGU and through there horrendous handling I have removed all but one house. I have had two claims on one house over 4 years - one was a small claim with a tile broken and the front of the house, and the other a major claim at the rear of the house from the storms in early January 2011. The roofer CGU appointed inspected my roof with the tarp on and allowed a provisional sum! I raised issues about the contractor from day one for not inspecting the damaged roof. My roof continually leaks since that damage...in the area impacted, and they constantly say it is maintenance issue (Different maintenance each time mind you). The contractor is not warranting his repairs - as he only fixed one tile. (Despite CGU appointed people putting in at least 6 other tiles and saying the roofer would need to check - no responsibility from CGU or the contractor there) They insisted I needed to do $2000 worth of preventative maintenance to the roof, despite two builders saying it was completely irrelevant and unneeded. I did it, it still leaks, I have in writing from industry experts that there is no way this work could in any way be linked to the leaks. My roof still leaks in the one area that was impacted, nearly two years later, and only in that area. I have been told multiple different things from all there experts, including its an age issue and that the roof is over 60 years old - its nine years old. CGU have incorrect times listed in there files, have made incorrect assumptions (front and rear are the same area), and have been an absolute nightmare to deal with, they happily charge me excesses each time. They don't listen and certainly don't appear to care about there customers. I would pay double to have my claims handled in a professional and timely manner. I cannot say how strongly I would not recommend this company. I have absolutely no confidence in the worst case situation that they would be there to help. I wish I had never heard of them. No warranty, expensive, poor service,
Pricing rocketing! One more lost customer!
Just received my renewal quotes for two homes comprehensive insurance and price for both have gone rocketing - Over $5,000 for both homes! Just average homes in the country, nothing special. Apparently this is due to flooding risks. There is no flooding risks at all where the houses are! We've been with them for 15 years, but that's it, we're looking for another company now.
Price! Just simply ridiculous!
January 2012 - Premiums increased by 73%
Just received a letter advising that "following the severe weather events of 2011 .... we have decided to make flood cover an automatic part of all our home policies".
The letter avised the amount of our new premium... an increase of 73%.
Thing is, we live up on a hill. Flooding is not an issue. Looking for a new insurer.
73% increase in premiums
Shame on you CGU
2 1/2 years with CGU insurance and made our first claim when our computer fried after a power surg in the bathroom. They made us jump through hoops. Besides having to pay upfront for Electrician and IT tech, we had to get additionally a plumber fees to validate work done and additional computer quote to say computer is write-off (both at our own expense). Out of this $888 upfront payments they gave us $391.15 back (7 weeks later). Still no computer. They now will only pay out for the fried PARTS only. It's irrelivent of their compatibility or...if they don't work with the older parts ...so much for New for Old!! Shame on you CGU!! Dodgy!! Rude Staff, Defencive, making assumptions, accusing, Re:checking quotes and getting tradsperson to revise
Flood in my house and carpets and lino were ruined They took carpet and lino away and when they returned them the carpet had been dried out and stretched to fit the room. I could not stand the smell and had to re carpet at my own expense. The lino was also returned with glue marks where they had glued the rips back together.
They said they had taken photos where both were damaged and not due to the flood.
Very very bad so dont beleive the current ads on TV.
Stay away and dont waste your money !!
BEWARE!!!!!!!!!! At a cost of $1920 annually this company is very expensive and Accidents do happen and thats why we pay extra for accidentle insurance, after claiming for 4 times over a short period and with a lot of headaches we were told they will not cover us anymore...... I would like to add>>> We do have rights and if you are refused a claim send the company a letter of demand remembering this process has to be followed.... In the letter clearly list what u want with a time frame and if the time frame passes contact the ACCC who will help...you from there on.......... ummmmmmmm NOTHING BUYER BEWARE!!!!!!!! Our house is 1 year old and was insured for $390,000 for the house and $100,000 @ a cost of $160p/m >$1,920anually .... i had been with the company for 6 months when we had a RUN of bad luck...... first claim my son flooded the house and it took over 2 weeks for CGU to have the carpet ripped up. Before the carpet was ripped up i needed a 1tonne marine tank moved, CGU supplied a company to move it and when it was moved they killed 8 of my fish and didnt want to pay it out saying "live stock isnt coverd under my policy" even knowing it was there contractor who killed my fish.... eventually after getting advice from the accc CGU payed out for the fish..... second claim was when my partner burnt the floor with the iron in a open living area and they wanted to cut it off at a arch.... third was my kitchen table was burnt with a candle burner, this claim is still going after 2 months....last claim was when i dropped my tv and they were refusing pay out and when they did they replaced it with a tv that was 3/4 the price...... CGU then sent me a letter saying they wont cover me any more........
For the most part very help and prompt. Claims are paperless, only once an assessor came around.
The dont seem to know what to do with lost damage photo equipment, gone from shop to shop getting quotes but still nothing. Ended up replacing my Camera gear myself and now waiting for a cheque. One more letter then off to the Insurance Ombudsman we go!
Accidental Cover is very comprehensive and claims don't quibble to much and try and accomodate
Conventional claims, such as water damage, accidental damage inside house, smash water feature, al...l very well handled with no issues. Can be difficult at times (we dropped our camera gear in a Lake, fished most it it out) bought new gear, got 5 quotes from 5 different photo stores, still thinking what to do! That was 12 months ago. Will keep the rating open ... and I'll update once they have made up thier mind on my camera gear.
Took out what I thought was an ING home contents policy online and paid a single annual premium via credit card. Advertises a '21 day' cooling off period. Discovered it was actually a CGU policy and never received any documentation/pds during the 21 days despite numerous phone/e-mail requests. The policy documents then arrived AFTER the cooling off period and a continuing authority direct debit had been lodged on my credit card in favour of CGU without my authority. Tried to cancel the policy with ING(CGU) unsucessfully and eventually had to ge...t the FOS involved the result of which was a full refund and cancellation of the cc direct debit authority nearly 4 months after inception! I came off lightly, imagine what a claim would be like? Definately not recommended. ING branding. Online quotes ING is not the insurer. Its a middleman for CGU and now QBE. Dismal levels of customer service and communication
For 1 year and 1 month it has been a good experience, where they take my monthly installment and I did not ahve to make a claim or speak to them. The last four months when I have needed their help I can't get through to them. They seem to be a faceless organisation where each department is working in a silo. The representitives that answer the call cannot provide any other assistance than what a pre-recorded message can do. If you are reading this and are looking for an insurance company, then this one will be good for you as long as you don't ...need to make a claim. Just keep paying them and they will be happy and you will to. Fingers crossed that you don't end up making a claim. You might as well create a bank account and transfer your funds straight in there, it is much easier. The quote process was quick, and they offered different methods to take your money such as monthly instalments. After being with them for a 1.5 years, I made my first claim and it has taken over 3 months. I haven't been able to get through to them to find out the status because they are open during business hours and I have had to wait over an hour without being able to get through to them. I called on the weekend and they the area i need to speak to is not open and they cannot give me any status.
Stay way from them. They will use every means to miminise your payout. I have tornado damage and so do my neighbours. We all had problems with them. CGU and SGIO are the same company. Stay away at all costs.
They fight you all the way. Will not pay out when you need them.
I have been with CGU insurance for many years and so far I am satisfied with it. Other insurance might try to attract you by lower premium. My opinion is you got to compare the details before you jump for the cheaper premium as what's covered and what's not can be very different from one to another insurance. You don't want to take the risk for the sake of a few dollars saving.
The CGU online quote is easy to use and the questionaire is not as long as some of the other insurance. and they also offer 12 month premium cover 15 months period which can save your some premium.
nothing I can think of.
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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