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CGU Travel Insurance

Reviews

2.5

22 reviews
5
(7)
4
(2)
3
(0)
2
(0)
1
(13)
  • Value for Money
    2.3 (6)
  • Transparency
    3.7 (3)
  • Customer Service
    2.4 (7)
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Jilly

JillyNorth Queensland, QLD

  • 2 reviews

Excellent Service

published

Thankyou CGU Insurance for always being polite and helpful while we navigated our Insurance Claim. After finally getting all the documents you required to assess our Claim and months of dealing with our Travel Agent, you paid our Claim in full within days of us lodging. We have used your Travel Insurance 8 times. We have never made a Claim. We will always use you if in the future we get to travel again. A big thank you.

Transparency
Customer Service
Value for Money
DestinationEurope
Claim MadeYes
Type of ClaimTravel Delays/Cancellations
Claim DateMay 2020
Claim ApprovedYes
Insurance Cover ForAdult
See all answers
1 comment
CGU
Care TeamCGU

Hi Jilly, thank you for your review, we are really pleased to hear you are happy with our claims service, hopefully we will be allowed to travel again soon! ~Kaz

With thanks.

published

I appreciate the service I have received in these difficult times from CGU. I had no trouble connecting with staff and they were courteous and helpful both times. The e-mail contact forwarded to me was most welcome and the on-line form provided to cancel my policy was a delight to use...simple and straight-forward . I was credited with my full refund within 24 hours. I will not hesitate to use them in future.

Customer Service
DestinationMiddle East
Claim MadeNo
1 comment
CGU
Care TeamCGU
Rid

RidCentral Highlands and Goldfields, VIC

  • 7 reviews
  • 1 like

Happy about the service

published

I took my insurance through BUPA but BUPA is just an agent, the Main company is CGU. A number of case managers. If you ring 10 times you get 10 people. I had to keep on repeating the same thing.
However, one month later I contacted them with all information. I was able to contact the consultant handling my case. She was supportive, Paid all expenses related to my travel, Very transparent service,

Transparency
Customer Service
Value for Money
DestinationEurope
Claim MadeYes
Type of ClaimTravel Delays/Cancellations
Claim Resolution Time1-2 months
Claim ApprovedYes
Insurance Cover ForAdult
See all answers
1 comment
CGU
Care TeamCGU
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Gary P

Gary PGreater Melbourne (Inner), VIC

CGU has the worst service of any insurance company

published

If your looking for travel insurance, stay away from CGU, they have no idea about customer service. They delay claims by weeks and weeks and find one million reasons not to support your claim. I have never ever experience such dreadful service. I will dedicate all my energy in exposing this company because they are ripping people off daily.

Customer Service
Value for Money
DestinationEurope
Claim MadeYes
Type of ClaimOther
Claim DateSeptember 2019
Insurance Cover ForAdult
See all answers
3 comments
CGU
Care TeamCGU

Hi Gary, that certainly doesn't sound like the level of cover we aim to provide. Can you please use this link http://bit.ly/2pbDydv to PM us your policy and claim details so we can have someone help? ~ Jono

Gary P
Gary P

I have already provided my policy number. If you took the time to look it up, you would find all my personal details via this number.

CGU
Care TeamCGU
Dom

DomSydney, NSW

Unhelpful and a waste of money

published

Unable to claim emergency dental because i didnt have an accident while overseas. What am i suppose to do. Wait weeks in agony until i return home? Waste of money

Customer Service
Value for Money
DestinationEurope
Claim MadeYes
Type of ClaimMedical
Claim Resolution Time<1 week
Claim DateJuly 2019
Claim ApprovedNo
Insurance Cover ForAdult
See all answers
1 comment
CGU
Care TeamCGU
Mark

MarkPerth, WA

  • 6 reviews
  • 10 likes

CGU = TOTAL RIPOFF!!!!!!!

published

Will never use these guys again, took out travel insurance to which my luggage was lost coming home from Phuket. My bag was eventually found and returned in bits, when i submitted a claim to have my 4 year old suit case replaced they told me i have to produce a receipt for the case before i could claim. Who holds onto a receipt for 4 years for a $200 suit case??? Total ripoffs and would certainly not recommend them to anyone for ANY insurance needs. I ended up replacing the suit case at my own expense, all CGU wants is your money. BEWARE!!!!!

Transparency
Customer Service
Value for Money
DestinationSouth-East Asia (e.g. Bali, Vietnam, Thailand)
Claim MadeYes
Type of ClaimLost/Stolen Property and Other
Claim DateMarch 2018
Claim ApprovedNo
Insurance Cover ForAdult
See all answers
1 comment
CGU
Care TeamCGU
Kylie REES

Kylie REESGreater Melbourne (Metropolitan), VIC

  • 2 reviews
  • 1 like

Never never again will I use GUC

published

One of the questions I asked can I claim if we are late for the plane they said yes when making a claim As my niece was late and couldn’t make it they said they don’t cover that I then said listen to the recorded phone conversation they then said they don’t have any record of it , there quick to take your money .

Customer Service
Value for Money
Claim MadeNo
Insurance Cover ForAdult, Child, Senior and Teenager
See all answers
1 comment
CGU
Care TeamCGU

Hi Kylie, we would be happy to escalate your concerns to the travel claims team on your behalf, can you private message our Facebook page with your details so we can help. Thanks. ~Kaz

Bobby

BobbyMelbourne

Beware of cheap travel insurance - CGU

published

This would have to be the worst insurance we could have chosen. After one hour and 15 minutes on the phone to the Phillipines and repeating myself a dozen times I was then contacted by my "Case manager" to be told that I would receive only $150 refund out of $1100. You definitely do get what you pay for! Never again

Insurance claim madeYes
1 comment
CGU
Care TeamCGU
Denise

DeniseRobina

  • 6 reviews
  • 6 likes

Amazingly fast claims payment

published
Insurance claim madeYes
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Disappointed

DisappointedSunshine Coast

  • 2 reviews
  • 1 like

Beware of CGU travel insurance fine print

published

We needed to cancel our travel due to a death in the family and were not fully compensated because the person who died (at 90 years of age) had a "pre-existing" medical condition. Who doesn't have some sort of pre-existing medical condition as you age. What is the point of paying for travel insurance if you are not covered when you make a claim.

Insurance claim madeYes

Travel insurance scam

published

I have worked for Bupa. Bupa and HBF both outsource insurance to CGU.

As an insider and a consumer I would advise people to stay away. Their TOP insurance policy excludes and I quote
"services provided by travel agent, tour operator, accommodation provider, airline, car rental agency, medical services" and many more. What's the point of an insurance policy than?

For disagreements please refer to fos.org.au
Financial services ombudsman

Insurance claim madeNo

Prompt and helpful

published

We had insurance with CGU on our 2015 trip to the UK and needed to make a claim for the hire car. From the initial phone call they were helpful and provided us with the information we needed. When we finally got the paperwork from the hire car company we submitted it to CGU and they had the money in the bank within the week. I would happily use them again even though their prices are a bit more than some of the other companies around.

Insurance claim madeYes
Kat_T

Kat_TGreater Melbourne (Metropolitan), VIC

  • 19 reviews
  • 10 likes

Great service, no hassle even with a claim.

published

From my initial quote for travel insurance, my calls through with a sick child in a foreign county, finally through to payment of my claim, I felt that the process was very simple and surprisingly, friendly. When I called to ask about my options and costs to treat my daughter they were very pleasant and most helpful, checked in via email every few days to make sure she was getting better, then at the end of it walked me through the claim process quickly and easily.

Insurance claim madeYes
Helen Stearman

Helen StearmanMelbourne Australia

  • 4 reviews
  • 2 likes

Always helpful and customer focused

published

Twice, within a few weeks, CGU Travel insurance Staff have been super helpful and have 'bent over backwards' to help us with both making claims and taking out travel insurance. Firstly - after making the calls, I have spoken with people (who I can understand) almost immediately. Clearly, my needs were assessed, as I was given relevant information (not scripted responses). Acquiring travel insurance at a competitive price (to meet my particular circumstances) was made easy. I have spoken to several consultants on two distinct matters. Everyone of them was professional, competent and helped me. Highly recommended. Thank you!

Insurance claim madeYes

A great service

published

Very bad ski accident at Vail Colorado. Completely destroyed tibia plateau (knee joint) CGU PAID and arranged transport to vail 5 nights in hospital and operation accomodation for 10 days then arranged flights 1st.class return to Sydney inc o'night stay in Los Angeles stretch limousine home to Newcastle nsw for 2 of us. The operation alone was $56000. Now that is service.

Insurance claim madeYes
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Travel Insurance

published

Had a trip to NZ and had a heart attack - CGU covered the hospital and treatment as you would expect but treated my wife and I with utter contempt Never again will I use them for anything - the indian sounding woman we spoke to on the phone was an absolute mongrel.

Insurance claim madeYes

The Worst Company

published

Stay away from cgu
i have had a nasty experience with this company of recent. They are highly unprofessional, rude, obnoxious and unreliable. Stay away from this company. Don't give out your hard earned money to this incompetent organisation. In all my years of dealing with companies, this is the worse ever. The behaviour of this company is an aberration. A complete negation of what is expected of modern company. It took 4 months for them to respond to about 20 logged calls. On 5 occasions they deliberately and with impunity hanged up on my calls.

Insurance claim madeYes
Chris

ChrisBeverly Hills

Stay Away From Cgu (Travel) Insurance. Hopeless

published
Insurance claim madeYes
Harry van der Veeke

Harry van der VeekeMurray Region, NSW

  • 2 reviews

Wonderful service

published

My wife suffered a minor heart attack and the doctor forbid her to travel until the cardiologist had reviewed the case and found the cause. Qantas and Emirates gave me the runaround, so eventually I lodged a claim with CGU.
The arrival of the medical certificate was a bit slow, but once I sent all the information available to me, the claim was dealt with in 2 days and a payment was made to me on the third day
efficient

Insurance claim madeYes
Colleena

Colleena

  • 2 reviews
  • 1 like

Worst experience ever!

published
Insurance claim madeYes
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