CGU Landlord Insurance

Dont take it out because when you want to cancel they wont cancel and you end up paying for ever. Difficult to call via ANZ bank and then they refuse to accept responsibility for not cancelling it despite phone call and email confirmations. I think it is deliberate because we had to go through process twice and then block bank debits to make it stop. Otherwise it would be continuing Show details

Very happy to have cancelled my 2nd of 2 policies today. Very relieved. CGU Landlord Insurance are simply the worst. Completely dishonest and unhelpful. I would strongly urge anyone shopping for landlord to AVOID LIKE THE PLAGUE. Show details

I have four cheap rental properties in Tassie insured with CGU. The premiums went up significantly this year. Ok insurance premiums are rising but by that much? And, two properties are right next to each other. The cheaper property's premium went up MORE than the more expensive property next door. It makes no sense. I rang asking for an… Read more

explanation. I got cliches. To cut a long story short, I lodged two complaints and am still waiting for an answer. I have had two phone calls, both asking for my personal details over the phone which I don't give as I have been scammed before. I asked for a phone number to call back. I was given the generic number and told to ask for a certain person. I tried several times. I got the veritable run around. I was put on hold for long periods of time. I was cut off. The people I spoke to were not all polite. I was promised an email. This was many days ago. Still waiting. CGU needs to learn something about customer service. It is more than lip service. It also needs to explain why premiums rise so much and so capriciously. Don't believe all the advertising hype. CGU has no fear of being reported to the Ombudsman. Sorry to say that but that is my experience.

SHOCKING. DONT PAY OUT or delay delay delay. Avoid at all times. Terrible customer care and experience. Had a house fire when tenanted my holiday home and took 8 months to get property demolished and only part paid out. Show details

Poor experience when making a claim – I have had various insurance with CGU since I moved out of home in 2004. I changed to CGU Landlord Insurance when I moved to another home but kept my own home as an investment property, and the following year when I took over ownership of my parents' house when they moved interstate. Last year the bath breech in my parents' house needed replacing… Read more

and my property manager suggested I make a claim for water damage. The first time I phoned CGU, the person I spoke to asked me if the damage was permanent. and I said no (because the damage could be repaired). The guy then said that it wouldn't be claimable and also said "it says so in all of the policies". He made me feel so stupid for phoning and not knowing their insurance policies inside out. I spoke to someone else later on who phoned the plumber and told me that it would be claimable so I put the claim in. After the repairs had been done, I was phoned by someone else at CGU who informed me that it wasn't claimable as it was deemed to be repairs & maintenance. Poor communication when I tried to make a claim the first time, having it denied and also sky-high insurance premiums made me decide to go elsewhere for my landlord insurance policies this year. Loyalty means nothing and last year was the first time I had ever tried to make a claim.

I would give zero stars if I could - Don't even bother – After holding the policy for 10 years, I lodged a claim for rent default and tenant theft / damage. CGU staff were extremely difficult to deal with, and provided poor customer service and left it up to me to keep chasing them up for updates. They then refused to cover and of the property damage, claiming that there is a $600 excess on each type of… Read more

event (ie. damage, rent default) after initially telling me that they would cover the amount, then saying I wasn't covered at all! The policy was expensive compared to other insurers, but I stayed with CGU believing that I was paying for better cover. In summary, their Landlords policy is overpriced, full of vague terms and conditions that they use to get out of paying and their customer service is non existent. I was spoken to with complete contempt by some of their staff, and it ended up taking them over two months to settle a minor claim which they still got wrong. Save your time, money and aggravation and get landlords insurance elsewhere - I wish I did!!

Terrible Terrible – I had had a landlord insurance policy with this company for 30 years. I have never put in a claim. We decided to do a cosmetic renovation of the property. They contacted me and told me they wouldn't keep me insured if we were to renovate the property and they were cancelling the property insurance in 3 days. This is disgraceful. I paid them tens… Read more

of thousands of dollars in insurance premiums over decades and now they are giving me 3 days notice to cancel property merely because we are renovating it.

Failed to renew policy by direct debit – After recently calling to get tax receipts for my Landlord Insurance. It was discovered that CGU failed to action the automatic direct debit on my Landlords Rental Protection Plus. The policy had lapsed in March 2021 despite me ringing with my credit card details to renew at that time. They admitted it was their fault/error. Their only solution… Read more

was to renew at a higher premium. They would not consider a policy discount to renew or matching a competitors quote for an equivalent policy despite showing evidence of lower prices with other companies. This is despite being a CGU AON customer for nearly 10 years. I cancelled and moved all my policies to Terri Scheer at a much-reduced rate. My concern is how many CGU policies lapsed due to this error and what risks did this place consumers at for lapsed policies.

It is the worst experience I could imagine, it is horrible service or actually no service at all – I lodged a claim for almost 3 months and have sent tens of emails and tens telephone calls with out any luck. They will not respond to emails and when I phone them I always assured that they will review and often nothing happens. I provided all what they requested to process my claim, but still not finalised even though two weeks ago they asked me… Read more

to provide with my bank details which I did but I still waiting for my claim to be finalised. Two days ago I called and I lodged a formal complaint but still no response. I tried to phone call and after so long waiting on the phone it drops the call.

Rubbish, not worth the paper they send – They failed to follow up properly as they say they will. Terrible communication. Interprocess are broken. Lodged a clim and took them over a few weeks to resolve after many follow ups. Show details

Very unsatisfied client - wouldn't recommend CGU and will change my landlord insurance provider next year – My real estate agent & I got frustrated with the processing of my landlord insurance claim for 'loss of rent' as they take the term 'uninhabitable' to the extreme. Claim processing is taking so long and frustrating to have to talk to different claims officers in CGU, like you're in an unending loop. I wouldn't recommend CGU and will consider changing my landlord insurance provider next year. Show details

Why bother with insurance – We have had tenants, put holes in walls and patch them up, dogs pull threads in carpets and they have deliberately not followed instructions for the floor boards and have lifted them all up, but according to CGU none of it is malicious or deliberate, so i'm not sure how you would ever get a claim through?? The policy is a waste of money. We lodged… Read more

the claim early in August it has taken over 3 weeks to get answers and then thy only gave answers on some issues. We will appeal to the ombudsmen as our real estate agent says it is one of the worst she has seen and that other insurance agencies she deals with would of paid it out quickly. We are now going to be out of pocket up to $8000. Not including loss of rent. I would never ever recommend CGU.

Do not use this company for landlords insurance – Disgraceful that I have been paying landlords insurance premiums since 2008 make a claim and told its wear and tear what a joke! Is my property manager to inspect the shower grout at every inspection told that the cleaning product must have worn away the grout and they don't cover the resealing and re-grouting of the shower only the damaged caused… Read more

by the leaking water. This is not stated anywhere in my policy and told that its a general exclusion applied to all CGU policies. I will be lodging a formal complaint and going elsewhere once I get my money back!!

Landlords beware. Do not insure with CGU! – CGU, as the many reviewers on this page agree, are THE WORST insurance company. They have tried everything not to pay for the damage to our property. However, I do question why they initially sent commercial cleaners in to clean mould from bedrooms if weeks later they are denying any cover at all? I’m sure AFCA (insurance Ombudsman) will find that… Read more

interesting too. Only time I heard of an Insurance company paying for something that they weren’t liable to cover, so hey Natalie, I would love you to explain that one. We paid our premiums for three years expecting if we needed to make a claim we would be covered. We were extremely happy with Bendigo bank so we went with CGU when they recommended them. I have contacted the bank and have requested a manager call me to hear my concerns about who the bank are recommending to their clients. People don’t make the same mistake. Do your research! As so many other reviewers are saying, this company are happy to take your money and at a time of stress they make it worse by, in our case, weeks of obfuscation and stringing us along only to tell us a few weeks before Christmas: you’re on your own! Disgraceful way to treat people. Unfortunately for CGU, I will not go away. I will be using every platform out there to warn people who work hard for their money, to avoid them like the plague.

Corrupt Guilty Underhanded – Corrupt Guilty Underhanded Review/Complaint made without prejudice. Please do not use their Landlord insurance it's an absolute scam. I have made a formal written complaint to AFCA, & encourage other Landlords to do so immediately there is a hint of deception. I wouldn't recommend this company for any type of insurance. The ongoing damage to… Read more

society by a non service provider is immeasurable. This company is going out of its way to make legitimate claims difficult and to get out of reimbursing you in every possible way with ridiculous excuses. The double billing or quadrupling of excesses under false pretenses is illegal! This company is not interested in providing a genuine insurance service - only collecting premiums and discouraging or fobbing off claims & is negligent with intent. Also any Broker who suggests CGU should be avoided like the plague. The Malicious damage to my house is not as bad as the Malicious dishonesty of CGU & their loss adjuster who did not make a fair assessment & had no intention of doing so, An adjustment downwards by 75% by making gross fabrications, manipulations & lies.

CGU's "Landlord Insurance" with Accidental Damage Cover doesn't cover accidental damage – "Landlord Insurance" with Accidental Damage Cover (sold by the Bendigo Bank) is provided/underwritten by CGU, and doesn't cover accidental damage made by the Tenant or their guests, only malicious damage - and good luck proving intent. P.S. The only accidental damage covered is by yourself as the landlord doing work on-site. Show details

Poor coverage – Rang to make a claim. "Your policy does not cover loss of rent." ???! Ok, add that option. Fast forward two years later "does not cover that type of lost rent. Show details

I still cannot believe it!! – Long standing tenants moved out and I went for an inspection. Property had been pretty much systematically damaged (not totally). This was confirmed by the neighbours who had complained to the property managers but nothing was done. Regular fires, police visits, screaming and abuse, fire brigade (unbeknownst to me). I made a large… Read more ·  1

claim.....not hoping for much. I received a reasonable payout from CGU after much investigation. Only months later, a 2nd prop completely trashed and some damage and 5 mths no rent. They paid max rent and fixed some damage but not the clearing of rubbish. Combined was 10's thousands $ of cost to me. Have never made a claim before, feared the worst, but they paid. Completely stressful time, and I still cannot believe how relieved I was I had this insurance. Thanks

Poor Customer Service and Scam of an insurance – Please do not use their Landlord insurance this is an absolute scam of insurance. I will be in contact with AFCA very soon. I couldnt believe i procure this from AON and i got advised i have a premium cover and when i claim for that insurance i have got 100s of loopholes showing up so they dont have to pay a cent of anything. I request you to stay… Read more

away from their landlond insurance and its a scam and i didnt use any other services from this particular insurer and i will not touch any of their product in future.

WORST LANDLORD INSURER – Worst landlord insurance! There answer for every intentional and obvious damage was TENANT NEGLECT AND CARELESSNESS- claim denied. Pay extra and go else where. Have moved all my rental properties over to another insurer. Show details

Rejected landlord claim - stressful – Despite 52 photos showing every single room full of rubbish following an eviction - my claim has been rejected because it is an unmaintained property. An unbelievable amount of stress at an already stressful time. I have no choice but to pursue through to FOS.  Show details

Poor customer service and assistance – Significant damage to rental property on flooring and bathroom plus water damage. Did not cover any loss and were really difficult to deal with. Road block everywhere. Paid insurance for years and 1st claim made. Thousands of dollars out of pocket with no assistance plus additional stress. Will never go with CGU again  Show details

Landlords insurance – Carpet cigarette burns classed as carelessness, no leaking pipes but water damage again carelessness. That kind of damage is deliberate. So much not covered, not worth their insurance. Ombudsmen next.  Show details

Disgrace CGU – -Took more than a month to get assessment done -Delayed assessment by requesting required reports one by another -CGU made 4 different categories for one claim, charging for 4 different excess fees totalling $3400 -Put many damaged items into un-claimable categories to reduce payout -House was left un-rentable condition & claim for rental loss was ignored Never ever with CGU again anymore!  Show details

DO NOT TOUCH WITH A BARGEPOLE – When you try to make a claim they make every excuse of why it will not be paid out. Would not discuss and the claim was just denied. 5 years of no claims and when it is time to make a claim they will not pay out. Would not recommend to anyone  Show details

Rubbish process and service – CGU underwrites HBF landlord insurance. Both HBF and CGU failed to give valid reasons for claim denial on damage caused by tenant except to say that they believe they are not liable, we then used their review process and again got no straight answers as to why the claim had been denied. They took over a month to send an assessor to the… Read more

property to look at it.

Basically really poor customer service and very poor review process.

We would never use either company again.

Mark Colecliffe

Very good – Made a claim and was very promptly dealt with and paid out, through my property manager. Not sure if having multiple policies with them made a difference but I would like to think not.  Show details

Avoid at all costs! – After 2+ years as policy holders, we are now in the unfortunate situation of needing to make a claim after some bad tenants ran out on our property, leaving us with rental arrears, a filthy place to clean up and damage...we call up CGU and who gets treated like the criminal in this situation? Us! This company is going out of its way to make… Read more

legitimate claims difficult and to get out of reimbursing you in every way possible. For example - the place left in the filthy state that it was - no one would want to rent it until it gets cleaned up. We were supposedly covered for "loss of rent" but CGU says this is only if the place is "uninhabitable" being defined as no power & water or toxic fumes. So the place could be covered in excrement & still not meet their definition!

Also all the damage - needs to be deemed as "malicious damage" - if they decide that it is not, then too bad - you're not covered for that either! oh and if they *do* decide it is malicious damage - you'll be slugged a hefty excess fee if you dare to proceed with the claim.

A note on the excesses - your claim will be treated as separate events, not a single claim - so you will be slugged with huge excess costs at every turn. For us, after paying $900/yr in premiums, the excesses could come up to a further $1800 - more than the bond on the property!

It seems to me that this company is not interested in providing a genuine insurance service - only collecting premiums and discouraging or fobbing off claims. The policy is not worth the paper its written on - you'd be better off saving the $$ spent on premiums in your own account.

Beware - CGU underwrite policies from other providers. If you see that CGU are affiliated in any way with your policy - ask for a refund and look elsewhere! We will never use this company again for any kind of insurance.

Disgraceful – I went with CGU landlord insurance on my brokers advice... Our tenants damaged our kitchen cupboards, accidentally. CGU supposedly cover accidental tenant damage... Apparently NOT if they deem it carelessness!! I would imagine that ANY accident could easily be deemed careless and therefore CGU could use this "line" to evade EVER paying out the… Read more

damage... $1500 later my repair is done AT MY EXPENSE. I will NEVER use or recommend CGU again for ANY type of insurance - not worth the paper the policy is written on. Our broker is also disgusted as they feel this as a simple claim. They (one of QLD's largest brokers) will also NEVER be recommending any CGU product in the future.

You won't be covered for anything with Can't Give U Insurance CGU!!! – I have just transferred over 8 investment properties to another insurer due to the fact that we had 2 separate claims with CGU and they found an excuse not to pay out even 1 of those claims! People please be smart, the one time you need help is when making a claim and CGU were horrendous, they did everything to avoid paying any money and took 5… Read more

months with our investment property vacant to decide they weren't paying our claim out, we disputed, so they grudging threw us a couple of crumbs, then they didn't want to pay more than 40 days loss of rent and wanted a $900 excess for each bit of damage that the tenant did, this would have cost us more than $6,000 for malicious damage in Excesses. Worst insurer we have dealt with in 43 years of business. Help yourself and get the hell away from them, before you need to make a claim, we have made claims with another insurer in the past and it was so easy and they were extremely helpful, the total opposite of can't give u insurance!!!

Look Elsewhere - No Value Here – Having Landlord insurance, I made a claim when the garage ceiling collapsed causing damage to the garage door. When lodging the claim, was instructed faulty workmanship was covered. Supplied all the relevant documentation and reports and property checklists however, kept getting emails from different employees asking for the same documentation.… Read more

Clearly poor coordination and customer service so far. After receiving a request yet again for the same documentation I rang up and spoke to CGU directly. They then called back stating my claim isn't covered for faulty workmanship, contradicting what they advised when I lodged the claim. Having been with CGU for 13 years and not making a single claim, I feel duped. I would of been better off keeping the money I've paid to them to cover my repairs. I'd hate to see what would happen in a more serious situation.

Negligent on purpose – It is obvious to me that CGU are tactically & strategically wilfully avoiding payments. Personnel whom receive case queries are genuinely helpful and concerned. Case managers are probably hired specifically for being inept and lazy. Follow up personnel are 'want to be defence lawyers', skilled in bringing ambiguity to the meaning of every word.… Read more

The perfect structure to defer accountability, process, and specifically designed to be a one way funnel for your hard earned cash. You will get guaranteed results, but the result will be you can not get appropriate service or value for money. I'll add my negative comment to the LONG list already on this web site.

Insurance is mandatory by the Government, but a trustworthy insurance company apparently is not. They polite the meaning of the word insurance.

Disgusted with CGU- Don't Bother! – Currently in the process of dealing with aggressive/rude/powertripping reps over the phone, regarding their rejection of my landlords insurance claim. For some silly reason I thought I paid my insurance fee to be covered by damages caused by tenants - CGU is claiming any scratch or dint on any surface as not a malicious or intentional damage so… Read more

the apparent smashed plaster wall and broken wall tile to them clearly fits under 'a dint in the wall' and is due to tenant carelessness and not malicious damage.... seriously!!!!

if I was to go on with the list of damage caused by tenants in the house and CGU's ridicilous excuses to not cover them you would be appalled... not happy at all CGU!!! I don't even want to give you the 1 star in ratings, don't even deserve that!

The only 'You' in CGU is 'You Sucker' (Insurance by Deceit) – I took out Landlord Insurance with CGU several years ago and of course the 'customer service' person gave me a glowing list of what 'Landlord Insurance' covered; however, because 'Rent Default' and 'Loss of Rent' was not separately defined by the 'spiel', I of course believed, as I was told that I was covered for loss of rent for the time it may… Read more

take to carry out repairs damage caused by tenants. Of Course it wasn't, was it! 'Loss of Rent' was an 'option' that I had to 'choose' in the cover at the time I took it out! Of course it was! How stupid am I? After several years and thousands of dollars in premiums, I eventually had to make a claim, and guess what - CGU said I didn't have 'Loss of Rent' cover. Mind you, I was covered for the repairs to the 'damage', but alas, they didn't want to pay for the time the repairs were being carried out, hence thousands of dollars in lost rent was totally my liability, because I didn't 'choose' their 'option' of 'Loss of Rent' (a minimal additional cost). Well, what do you think of that? How ludicrous that an 'option' such as that would not be 'chosen' by a well informed Landlord in their cover for 'Landlord Insurance'. Really, what does 'Landlord Insurance' mean anyway? It means every event that would occur should tenants trash your property and leave you with the prospect of months to repair the place! THAT'S WHAT IT MEANS - CGU! That's why you make it so easy for 'Rent Default' and 'Loss of Rent' to be confused with each other - isn't that the truth? Never again!