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!
- 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.
DO NOT BUY INSURANCE FROM CGU....they are the cheapest to buy but do not pay out genuine claims
I have had 2 claims rejected by CGU over the years, both for travel insurance. CGU will squirm out of making any payment. To my horror I have learned that my builder uses CGU for his insurance and a genuine claim was refused again. They take their time to respond, too long. They are not honest and do not care.People, please have enough sense that accidents do happen and you might have to claim one day. Shop around, read the fine print, pay a little more and go with a reputable company. Don't just go with the cheapest, BIG MISTAKE. I have lost a...lot months and months of sleep over this, so has my husband, so has the builder. It's not fair, it's not right and we will not let this go. We have a genuine claim, we have proof with photos. Don't let this happen to you. It's clear that this company is only interested in collecting money from you and not paying out claims. I was not paid to write this review, I am livid.
Appalling Company- Do not go with CGU
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.
Stay clear and seek another company
After changing banks a few years ago, our new bank's default insurance company was CGU. We asked our local bank if CGU suited our current circumstances, also stating we had made one small claim for house insurance more than thirty years ago - carpet dried out after water damage in one room. Yes, the bank said, we recommend them. Two years later, after a major storm event, we noticed some cracks in one wall of our home and some movement of the floor in one area of the same room. After a builder investigated, it was found that rainwater had come...in under the house and caused this damage, which only showed after a couple of months. So we contacted CGU who sent another builder and an engineer and then denied our claim, saying it was earth movement and they don't cover that. Check your GOLD policy, they said. It says, we are covered for 'storm, flood, rainwater and wind damage' but not 'settling, shrinking or any movement of earth'. So....isn't that the damage that rainwater and storms cause? I think you're covering all bases CGU. Clever you! After numerous phone calls, giving more information and explaining the situation with evidence from builders, we were still denied. CGU blamed the trees, the weather, the soil, the house and even asked for receipts from more than 10 years ago for extra drainage we put in. Anyone keep those? Interestingly, our cover is also no longer on their website. (Alert - keep your paper copy!) So CGU, what do you cover? And if water didn't cause those cracks in that room in such a short time, what did? What is GOLD cover? Is there a higher one? Please let us know and we will make sure we buy that - with another company!
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...
Appalling customer care
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:(
Long long wait for approval
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!
Long time to get back with a claim and not very helpful when they do finally get back to you
I have been with CGU for many years and had an accident where my mobile phone was water logged. I put in a claim to get the replacement costs covered as I needed to get a new phone ASAP. I was told that someone would get back to me in 24-48 hours regarding my claim. After 3 weeks I heard back from them - they called my mobile even though my preferred contact with via email. I was unavailable when they called, so had to call them back (again, despite my desired means of contact being email). When I got through to someone, they told me, oh I see ...it's been a few days, to which I corrected them with the fact that it's been over 3 weeks (almost 4). I was then told that I would need to take my phone to a repair place (not located in the city I live in), pay for an appraisal as to whether this can actually be repaired before they could proceed. At this stage, I don't hold a lot of hope for even getting this replaced and given that my excess is $350, I am not sure it's worth it. In the meantime I have had to go out and purchase a new phone at a cost of $900. I am very disappointed with how long it has taken for CGU to get in touch with me regarding this claim and how unhelpful they have been.
Tried to Obtain Quote for House Insurance
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
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!!
Unsatisfactory -Damaged Roof during Hail Storm
Following a Hail Storm in November 2109 our roof started to leak in 23 spots. CGU arranged Rizon to come and have a look. Rizon suggested we fix the plaster ourselves. That doesn’t stop the leak!! They also said they aren’t authorized to get on the roof to look.
Rizon then organized another company who had a quick look and said we just need to fix plaster? It is very obvious that damage has occurred to our roof which is Asbestos to complicate things.
If the roof is not fixed or replaced its likely a section of our kitchen roof will collapse, ...
CGU- not for you
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.
- Verified customer
Worst Service Ever - CGU and BUPA Contenst Insurance
I made a claim in the beginning of January. This process was relatively good in the beginning. A company was sent out to look at the damage. I completed the inventory list provided by CGU on 6/03/2020 and no repsonse since then.
Overall calling CGU number 132480 is so frustrating where on hold for hours with no reply. I sent number of emails with my Claim number and no response.
If your call gets answered then you get to speak to number of people who kept referring me to a different departments. Very frustrating. This is not the case when you...
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...
Liars and cheats storm damage
Policy easy to set up but once you need to make a claim my story sounds the same as others.We have been living in mouldy conditions since Feb 9 and my family are now sick with respiratory problems.They keep you on the phone for hours promise to get back to you and never do and make you feel like ending it all. They admitted that my claim had been mishandled but cant seam to act on it. There contractor LINX restorations told CGU they had taken up our mouldy floating floor, but that was not true. They said they had phoned us and it was our fau...lt for not getting back to them but they have no record of phoning us as they didn't, also not true. CGU do not follow up to see if the contractors acted and they hide behind there call centre of which is just enough to push you over the edge. After having spent over 15 hours on hold over 2 very trying unhappy weeks I have given up. This company CGU is also NRMA and IAG Insurance. Avoid at all costs Thanks for nothing
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.
Storm Damage Claim
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.
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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