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CGU Home and Contents Insurance

CGU Home and Contents Insurance

1.9 from 119 reviews · View Statistics

Reviews

1.9

119 reviews
  • Value for Money
    1.2 (33)
  • Transparency
    1.1 (28)
  • Customer Service
    1.0 (32)
  • Claim Resolution Time
    • <1 week (1)
    • 1-2 weeks (3)
    • 2-4 weeks (1)
    • 1-2 months (6)
    • 3+ months (12)
  • Claim ApprovedYes (14) · No (14)
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John O

John OPerth, WA

  • 2 reviews

Failure to match roof sheeting colour

published

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.

Value for Money
Transparency
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1 comment
CGU
Care TeamCGU
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Ange N.

Ange N.

  • 2 reviews
  • 1 like

Sexist and Patronising

published

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!

Value for Money
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1 comment
CGU
Care TeamCGU
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  • Verified customer

Update from shonky CGU signed 2 contracts for work to start and they keep pulling out

published
Value for Money
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8 comments
CGU
Care TeamCGU
Terry P.
Terry P.
CGU
Care TeamCGU

Hi Terry, did the team get in touch with you? ~Kaz

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anonymouse

anonymouseTownsville

  • 10 reviews
  • 8 likes

Never again CGU

published
Value for Money
Transparency
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1 comment
CGU
Care TeamCGU

Hi there, thanks for your review of your home claim during the time of the massive flood event in Townsville nearly 2 years ago. We are pleased to see you received your settlement for the claim. ~Kaz

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Mirike

MirikeSydney, NSW

  • 9 reviews
  • 2 likes

DO NOT BUY INSURANCE FROM CGU....they are the cheapest to buy but do not pay out genuine claims

published
Customer Service
Incentivised ReviewNo
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1 comment
CGU
Care TeamCGU
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Barry

BarryGreater Melbourne (Metropolitan), VIC

Appalling Company- Do not go with CGU

published

Policy was easily set up and recommended by my Bank, two issues; the policy went up 11.5% in one year when CPI is 0.75%.
Claim was lodged and took two calls to get any resemblance of having a claim registered, claim was for a fridge through a power failure, electronics failed- CGU only cover the compressor/ motor, not the actual controls of the fridge. Clearly an outdated policy cover when fridges did not have digital controls, welcome back to the future 1970's style CGU.

Value for Money
Transparency
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1 comment
CGU
Care TeamCGU
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Annabelle

AnnabelleSouthwest, VIC

  • 2 reviews

Stay clear and seek another company

published
Value for Money
Transparency
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3 comments
CGU
Care TeamCGU
Annabelle
Annabelle
CGU
Care TeamCGU
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Matt

MattSydney Surrounds, NSW

  • 2 reviews

Very disappointed so far

published
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1 comment
CGU
Care TeamCGU
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Vee

VeeCairns

  • 9 reviews
  • 12 likes

Appalling customer care

published

The first time I contacted CGU to talk to someone about my landlord insurance renewal the representative was very rude i had to put it a complaint with the manager. I have since called a few times after that and its the same thing they, are always rude, unprofessional and lack customer care. In one of the calls the guy told me he couldn’t find my account so I wonder how is CGU deducting money out of my bank acc each month if my details do not exist in their system! Please steer clear of this company, it has disaster written all over it:(

Value for Money
Transparency
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1 comment
CGU
Care TeamCGU

Thank you for reviewing our Home Insurance Vee and apologies for the experience you have received. We pride ourselves on our customer service and loyalty to customers and I hope that you receive A1 service for any interaction in the future ~Renae

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Long long wait for approval

published

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!

Incentivised ReviewNo
Coverage TypeHome Only
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1 comment
CGU
Care TeamCGU
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Gem M

Gem MHunter Region, NSW

Long time to get back with a claim and not very helpful when they do finally get back to you

published
Value for Money
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4 comments
CGU
Care TeamCGU
Gem M
Gem M
CGU
Care TeamCGU
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Yolanta

YolantaMentone

  • 3 reviews
  • 5 likes

Tried to Obtain Quote for House Insurance

published

Tried to get a quote for an accidental damage house & contents policy. The care consultant who was very difficult to understand, hung up when I asked she speed things up- the home is a residential property & is not used for any other purpose. Not a good sign for a customer looking to swap insurers

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1 comment
CGU
Care TeamCGU

Hi Yolanta, we are sorry to hear you were unhappy with your recent experience. We do offer an online quote service at this link if you would still like a quote https://www.cgu.com.au/personal/home-insurance ~Kaz

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Sam

Sam

  • 3 reviews
  • 2 likes

SCAM!!! All the other scam feedbacks are 100% true. You have been warned

published

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!!

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1 comment
CGU
Care TeamCGU
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Tony

TonySouth East Queensland, QLD

Unsatisfactory -Damaged Roof during Hail Storm

published
Value for Money
Transparency
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3 comments
CGU
Care TeamCGU
Tony
Tony

I have messaged the following on facebook
[Number Removed]. PLease contact me again on [Number Removed]. I have posted my issues on Product Review

CGU
Care TeamCGU

Thanks Tony, I have asked Product Review to remove the claim number and your contact number as this is a public forum and we would hate for someone to have access to your information. I can see this has been escalated for you. ~Nada

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Nickname

NicknameVictoria

  • 22 reviews
  • 28 likes

CGU- not for you

published

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.
Shop around.

Value for Money
Incentivised ReviewNo
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2 comments
CGU
Care TeamCGU
Nickname
Nickname

Thank you but no, I’ve voted with my feet and left CGU for a better insurance company.

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Shaleen

ShaleenSouth East Queensland, QLD

  • Verified customer

Worst Service Ever - CGU and BUPA Contenst Insurance

published
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2 comments
CGU
Care TeamCGU
Shaleen
Shaleen
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SKJ

SKJGreater Melbourne (Metropolitan), VIC

Terrible Customer Service.

published
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1 comment
CGU
Care TeamCGU
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Dan the unhappy

Dan the unhappySydney Surrounds, NSW

Liars and cheats storm damage

published
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1 comment
CGU
Care TeamCGU
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Meagan

MeaganSydney, NSW

  • 2 reviews
  • 3 likes

Awful service. Do not use this company. Worst ever

published
Value for Money
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3 comments
CGU
Care TeamCGU
Meagan
Meagan
CGU
Care TeamCGU

Thanks Meagan, I have emailed your details through to a claims specialist asking for assistance. Have a great weekend ~Renae

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Matt

MattNathalia

Storm Damage Claim

published

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.

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8 comments
CGU
Care TeamCGU
Matt
Matt
CGU
Care TeamCGU

Matt, if you aren't happy with the decision and don't believe a review will be done fairly if you dispute it you do have a right to head to AFCA where they will do their own independent review for you. ~Natalie

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Page 1 of 5
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Questions & Answers

SKJ

SKJasked

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?

1 answer
CGU
Care TeamCGU

Hi SKJ, I have responded to your review. ~Natalie

Etimoni V.

Etimoni V.asked

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. claim@cgu.com.au Any help?

1 answer
CGU
Care TeamCGU

Hi Etimoni, you have made just a slight typing mistake. The correct email address is claims@cgu.com.au. ~ Jono

Rosie

Rosieasked

Do you insure relocatable homes?

1 answer
CGU
Care TeamCGU

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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Details

CategoryHome and Contents Insurance
Other Insurance Types Offered Car, Home and Contents, Landlord, Motorcycle and Travel

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