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CGU Landlord Insurance
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 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.
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- 6 reviews
- 3 likes
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.
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Hi Teja, thank you for taking time in leaving a review. I am sorry to hear that your recent claim experience was unsatisfactory. Any feedback is much appreciated as this will help us in improving our ...
Read moreservice to you. If you still require any assistance with your claim, please do not hesitate to contact us via private message here; https://www.facebook.com/cguinsurance/ . ~ RickVery 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.
- Incentivised Review No
- Claim Made Yes
Hi Mary Ann,
This is not a great experience for both you and your Real Estate Agent....
Read moreI would like to get this resolved with no further disruptions. You are welcome to send us a private message (with your claim number) via our Facebook Page on https://www.facebook.com/cguinsurance/ so I can escalate this ~ Bob- 5 reviews
- 6 likes
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 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 s...
Read morehe 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.- Value for Money
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Hi Tan, thank you for taking time in leaving a review. I am sorry to hear that you were unhappy with the response from us regarding your claim. What I can do is refer this to our claims specialist for...
Read more a review. In order to do is, for your privacy and security, can you please send us a private message on Facebook here; https://www.facebook.com/cguinsurance/ . Please ensure that you identify yourself as from Product Review. Looking forward to your response. ~ RickFind out how CGU Landlord Insurance compares to other Landlord Insurance
Know better, choose better.
- 3 reviews
- 2 likes
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 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!!
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Hi Rach, sorry to hear you are unhappy with the claims decision, I understand this can be a frustrating time for you. If you would like us to organise a claims manager to look into this for you please...
Read more send us a private message on Facebook http://bit.ly/2pbDydv with your claim number and let us know you are from Product Review, and we will have this followed up for you. ~ BecI have sent a PM I will not provide personal information via Facebook messenger. I also want to know why my excess is $600
Hi Rachel, your PM via Facebook messenger has been received, thank you ~ Bob
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 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...
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Hey Robin. Sorry to hear about the damage to your property and that your claim has been denied. There are certainly internal and external avenues available for you if you believe your claim has been w...
Read morerongly declined and is covered within your policy. If you have not completed an interview review, that is the best place for you to start and we would be happy to organise someone to look into your claim to ensure the wrong decision was not made. If you would like us to organise this for you, please send us a private message at https://www.facebook.com/cguinsurance. Just be sure to let us know you are product review~ Lizzy- 3 reviews
- 8 likes
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 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....
- Incentivised Review No
- Claim Made Yes
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Hi David, thanks for your review. We do take reviews seriously however I do wish to clear some points up with you. We never ever refuse or deny legitimate claims or events that are claimable under you...
Read morer insurance policy, we don't quadruple our excesses - your excess is stated in each renewal and depending on the incidents, may require different claims to be lodged if incident dates are different. Your billing premium will also only change if you have had a rate increase or change to your policy or coverage. I can see you mention a broker which may also mean your product may be underwritten by CGU however is provided through a broker company and I do encourage you speaking to a broker to receive clarification around your cover and what is and isn't included.Related Articles
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.
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Hi Ty, thanks for providing your review. If you would like us to arrange someone to contact you and discuss your cover further please use this link http://bit.ly/2pbDydv to message us and let us know you are have come from Product Review. ~ Jono
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.
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- Incentivised Review No
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Hi James, sorry to hear your policy hasn't covered an event you thought it would. It's very important to read your PDS each year and ask any questions you are unsure of in order to make sure you are h...
Read moreappy with the level of cover you have. I would like to look into this further to see if there is a way to help you. Please PM us using this link https://www.facebook.com/cguinsurance/ and let us know you have come from Product Review. ~ JonoThanks for taking the time to reply. First time around, yep my fault, did not understand the policy limitations. Second time around, after thinking I had fixed the issue, I was not a happy camper. Ult...
Read moreimately I think CGU does itself a disservice by offering a policy that does not by default cover landlords for the most common cause of financial loss, i.e. a tenant skipping out with unpaid rent.Find out how CGU Landlord Insurance compares to other Landlord Insurance
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- 8 reviews
- 9 likes
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 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...
Read more 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- Value for Money
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Hi Sara, I am glad to hear you have been happy with the two claims experience. It can be very stressful at the best of time when tenants damage your property. Please don't hesitate to contact us if you need further help. ~ Jono
- 6 reviews
- 11 likes
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 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.
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Hi Haz, thanks for bringing this to our attention and I do apologise that your experience with us hasn't been great. The policies are there in the event of a claim but the claim must fall within the d...
Read moreefined events and or our guidelines - AON may use a different policy wording as we do offer a broker partnering system at CGU. I would be more than happy to help escalate this for you to our broker partners to discuss it - can you please message us on facebook with your details and let us know you're from Product Review so we can try and help where possible. https://www.facebook.com/cguinsurance/. ~NatalieI have sent the details in facebook.. I am really disappointed what sort of business practice you have. I was advised i have a Premium cover for landlond insurance. and here all when you are in trouble thats the time when we need help
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.
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Hey Nikki, appreciate your feedback here - we are sad to hear you have been left feeling this way. Did you want us to look into this for you further? If so, please PM us via our Facebook page here: fa...
Read morecebook.com/cguinsurance with your claim details and a little more info around what's happened. Happy to try and help any way we can. Thanks Nikki. ~JamieFind out how CGU Landlord Insurance compares to other Landlord Insurance
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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.
- Insurance claim madeYes
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
- Insurance claim madeYes
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.
- Insurance claim madeYes
Questions & Answers
I would like to go ahead with Landlord insuranc.
I have read the CGU product disclosure statement and would like to clarify the following:
1. I have an large room under the rented house which will be Locked with a secure padlock. The tenants will not have access to this room. The room contains two small leather couches, several pieces of furniture, corded and battery operated power tools (domestic use only), assorted lamp shades, pictures and wall hangings ect.
Will these things be covered for damage by fire, theft, damage by tenants or other any unknown people?
2. The rest of the house is rented as fully furnished.
Does Accidental Damage Cover accidental damage to furniture by the tenant?
We have a dining table that converts to a pool table. If the tenant damages this as a result of an accident and it is not deliberate or malicious will it be coved under this policy.
3. If a tenant accidentally puts a large hole in a plaster wall will the repair be covered under the policy?
4. If several things are damaged accidentally by the tenant, is a seperate excess payable for each claim or would only one excess be payable for multiple claims made at the same time.
I appreciate you help in this regard to these questions and am hoping to insure my assets with CGU
Regards
Ad
My suggestion is that you should go direct to CGU or your broker and ask them. Best to do it in writing. No one else can give you advice on this, and if they did you could not rely on it in court in...
Read more any event. Always a good test. They should let you know pretty quickly.Hi Adam, as Sara has mentioned - it's not that we can't give advice but your questions are specific to our product that unfortunately is the one product we aren't trained in through this team. I do su...
Read moreggest contacting us on 132-481 and have the team that are trained go through the cover with you. Alternatively you can have a read of our PDS by heading to https://www.cgu.com.au/sites/default/files/media/personal/pds/cgu_landlords_residential_insurance_policy_0319.PDF. ~NatalieDon't consider CGU, or any broker that would willingly set you up for a fall with CGU or IAG they will find an excuse to deny your claim & you will find your not covered for anything!
Why does this site request your policy number when you make a review. Will that be revealed to the company. Where is the respect for peoples privacy!!
Hi Ms Anonymous,
Georgia from ProductReview here! We request that number to authenticate your review. This is not given to anyone and is used for our records only. It will not be displayed to the pub...
I no longer have insurance with CGU because of their deception. I'll have to search through archived documentation to get the policy number. Send me another email in about a week to give me time to find the policy document. Regards,
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Hi Ari, thanks for taking the time to leave your review. We are really sorry to hear that your experience with your claim has not been up to expectation. When you lodge a formal complaint, a manager w...
Read moreill review all the relevant information regarding your complaint prior to contacting with a resolution. This can take a bit of time to ensure that they have a full understanding of the issue that has come up. We appreciate that you have tried contacting our team already. You should hear back from a manager within the next few days, however if you not heard back from a Manager after this time - Would you please reach out to our team using this link here with your claim details so that we can send a request to the most appropriate specialist to follow up on your complaint : www.facebook.com/cguinsurance/ .Please let our team know that you have come through Product Review. Thanks. ~Sylv