CHU

Unacceptable delays – 18+ months with no resolution I have been dealing with an unresolved insurance matter with CHU for over a year and a half, and not a single issue has been fixed. Despite repeated follow-ups and attempts to progress the claim, there has been no meaningful action or resolution. The lack of urgency, accountability, and effective… Read more

claims management has been extremely disappointing and has caused ongoing stress and disruption. As a result, the matter has now been escalated to AFCA, and I will also be pursuing legal options to seek resolution. Based on my experience, I cannot recommend CHU to anyone expecting timely, professional, or effective claims handling.

Improvements required from others but I can see why you are mentioned a lot on this site – I have been thinking about doing this review for over a week now and just wanted to wait to get all correspondence or call backs. I raised a Premium Review with Seonag, who advised she will check with the team leader. I waited two days with no response, I called and got to wait with a lady who was clearly messaging the team leader and advised she… Read more ·  1

will call me back the next day, as she is too busy, wow! I than rang again the next day and got another run around. I rang on Monday and got through to your Customer Experience person, who is the reason for you getting 5 stars and not a lower score, empathy, sincerity, handling the review in some a professional way. He really cared and he was so apologetic. Well done. I eventually heard from Seonag the next day with a response. Seonag has alright service and I am sure it wasnt her fault but thank you to your Customer Experience team for handling this and I now know who to call!! and I look forward to seeing improvements within the company from leading by example and teach others your skills.

Devastating, appalling and unacceptable claims experience – I have been left broken and devastated by CHU claims handling. I am absolutely appalled and extremely distressed. My claim for property damage was accepted in May of 2024 based on 2 reports and quotes from their builders. I also obtained an independent quote for around $18k. The quotes requested by this insurance company were considerably less… Read more

and the scope of works was not as detailed as what I obtained in my quote. They asked one of their builders to provide a quote matching the scope of work provided in my quote. Two weeks later, they tried to force a cash settlement on me for less than $8k. I refused this as I knew it would be insufficient to cover the repairs. I also asked where the quote was from the builder that they requested a couple of weeks prior. I later found out that this quote which was above $19K was submitted on the same day as they tried to force a cash settlement for less than $8k. How can this insurance company possibly think that this is acceptable conduct? It is certainly a breach of the General Insurance Code of Practice of their duty to act in utmost good faith, honestly and fairly. My claim was then transferred to CHU loss Adjuster. This person then offered another cash settlement based on my builder's quotation of $18k. I declined a cash settlement as I wanted the insurer to organise repairs and to take responsibility (as too stressful for me). He suggested getting another quote from one of their other builders (due to conflicting requirements for an overflow system in their builder's quotes). I was copied in on the email to this builder and it clearly stated QUOTE ONLY and that liability had been accepted. The loss Adjuster also said that he would be on leave for a couple of weeks and that another loss Adjuster on his team would manage my claim in his absence. And this is when my claim went horribly wrong. I can only assume that this assessor provided different instructions to that sent in the original email to QUOTE only. The person that attended my property did not submit a quote but a report that this loss Adjuster could rely upon to decline my claim several months after it had been accepted (and he did decline it). Clearly I was misled as to the purpose of the site visit as I was told it was for a quote only. Also the person that attended is not a builder. He is a site supervisor. His report was poorly written and had errors in it. Under claim type he stated water damage with a $5k excess. This was not a water damage claim but surface damage caused to my balcony. Further, he made an opinion in his report as to whether the damages to my property should be a claim under the insurance policy. According to the code "Insurers should disregard any claim, statement or opinions made in the expert report that are outside scope or the experts expertise. For example, if an expert expresses an opinion about whether the claim should be accepted or declined". Clearly this report should not have been relied upon to decline my claim. A complaint was lodged and I also expressed my concerns about how I had been treated that doesn't align with their duty to act in utmost good faith, fair dealings, honestly and with transparency. The person handling my complaint upheld the decision to decline my claim and also stated "that we have met and exceeded expectations under the General Insurance Code of Practice and that they have provided the best outcome for the insured" (me). Clearly this is not the case or the best outcome for me, the insured. This complaint has now been escalated to AFCA (Ombudsman). This is very disturbing and unacceptable conduct by this large insurance company that also refuses to address or respond to the many concerns that I have raised with them. I have also told them that I am a vulnerable senior female citizen with an anxiety disorder which has been further exasperated by this clearly appalling experience. CLAIM UPDATE: A preliminary assessment by AFCA found in favour of the insurer based on an invalid exclusion: "Damage caused by application of any tool or process in the course of maintenance, inspection, repair, modification or overhaul". I queried this exclusion with the AFCA Case Manager as I could not locate it in the PDS (it is fortunate that I do have considerable insurance knowledge and experience). The Case Manager then referred me to page 66 of the PDS and then realised that a mistake had been made as this exclusion falls under Machinery Breakdown and is not applicable to my claim. I was surprised and shocked that this Case Manager did not fact check this exclusion that the insurer relied upon to decline my claim prior to making a preliminary assessment. Our policy doesn't even include optional cover for "Machinery Breadown"! As this exclusion and other exclusions did not apply, AFCA said that I did have a valid claim and ordered the insurer to ACCEPT MY VALID CLAIM. Shame on you CHU. No customer should go through such an appalling and stressful claims experience.

Excellent service on my Contents Claim from Nathan McMahon from CHU – Exceptional Service from Nathan McMahon - Senior Loss Adjuster I cannot speak highly enough of Nathan McMahon, the Senior Loss Adjuster at CHU Underwriting Agencies Pty Ltd. Nathan’s professionalism and dedication truly made a significant difference during the processing of my Contents Claim. From the outset, Nathan demonstrated an astute… Read more ·  1

understanding of the complexities involved in my claim. His attention to detail and thorough approach were evident throughout the process. Nathan’s impressive work ethic ensured that every aspect of the claim was meticulously reviewed and addressed.

What truly sets Nathan apart is his unwavering support and empathy. Amidst the stress of dealing with a claim, Nathan provided compassionate assistance, offering reassurance and guidance every step of the way. His genuine concern for my situation was evident, and it made the entire process much more manageable.

Thanks to Nathan’s diligence and expertise, the claim was resolved to pleasing outcomes. I am deeply grateful for his service and commend him for his outstanding professionalism. Nathan McMahon is truly an asset to CHU Underwriting Agencies Pty Ltd, and I wholeheartedly recommend his services to anyone in need of expert assistance with their insurance claims.

Great service and competitive pricing. I had accidentally let my Landlord’s Insurance policy lapse. The staff were very understanding, clearly communicated what steps to take and helped me rectify the issue promptly. I am extremely happy with my recent experience. Show reply

I've had no problems with CHU contents insurance. The application was thorough and comprehensive, and they helped provide a reasonable quote. Contact with the insurance for anything was by email, and they were quick to respond. No annoying ads or spam emails either. I'll admit I haven't had to contact them for any home contents damage/theft so far, but they've been pleasant from the start. Show reply

Smooth and hassle free process for establishing a landlord insurance policy for an investment property – The quotation and confirmation process for establishing my landlord insurance policy was smooth and hassle free, and although I have not been required to make a claim against this policy my interactions with CHU thus far indicate it would likely be a simple and transparent process as well. Show reply

Avoid this company – I had a terrible experience lodging two CHU strata insurance claims for water damage from a burst common pipe and roof leaking. I had to argue and initiate formal complaints processes that were incredibly time-consuming. After these complaints were both rejected, I took CHU on both claims to AFCA. As soon as I did this, they reneged and accepted… Read more

my claim. This indicates to me that CHU was basically obfuscating against my legitimate claims, expecting me to back down, as most customers would. I refused and eventually won. CHU have proven to be most difficult in successfully lodging claims and their processes seem to favour their company rather than their customers.

Worst landlord insurance – CHU has not got a proper procedure to due with your landlord insurance. I only file a loss of rent due to the increasing of mould in the bathroom because of the water damage of the skylight. I told them strata took care of it. They still ask you for who repair and the invoice. And they do not have 1 claim Consultant to look after your claim.… Read more

They have numerous of them. Then they sent you all sort of questions which you already filled from their claim form. It just completely waste of your time. I am not going to continus with them any more.will go to another insurance company. Similar price, and better service.

Genuine claim refusal. Lack of loyalty – Have been insured with Chu for 14 years and paid approx $50000 in premiums and never had a claim. Each year the premiums increased and last year the excess increased 100%. My claim was denied based on playing semantics ie whether the work done was a repair or was maintenance. They have now closed the claim and not allowed any further discussion. There has been no good will even though I have been a loyal customer for 14 years.

I have worked in Real Estate for 34 years. The Best Insurance Company has been CHU. Renewals are mostly the best price and the claims processes are amazing. I have referred CHU to many of my clients in Property Management and Strata Management. Show reply

Account was clear and easy to understand. No adjustments were required this year but when they have been made in previous years it has not been a problem and a new invoice was quickly issued. Very competitive rates as well. All round a pleasure to deal with. Show reply

Happy Landlord! – I have been with CHU for several years because of the competitive premium and the trouble-free renewal and online arrangements. Whilst I have no need of a claim , I have found the phone enquiries to be handled efficiently and cousteously. Show 3 replies

Brett Power is amazing!! – Brett Power is amazing!! The replies after hours, the quick responses and the care on the phone. Whoever taught him, this level of customer service should be promoted to executive levels. Please thank him for my policy and the efforts after as well, I have been a happy customer for over a year now. Show reply

CHU for all things INSURANCE – It was a pleasure to speak to Brett from CHU the underwriters for my Insurance matters everything was straightforward including the prompt follow-up from Seonag and Prakash excellent customer service. I highly recommend CHU for everything Insurance. Show reply

Excellent service............many thanks! – We have worked with CHU for a number of years. The service response time has always been quick and the rates competitive............much appreciated! Show reply

Service and Speed is amazing – I love how fast they were. I emailed last night and woke up to a reply. I also rang later that morning and got Brett again. Amazing service!! Show reply

Service and Delivering on what you say – I love the care they have. He was aware of the importance for making changes and said he would log on to check on a Saturday to see if I emailed to urgently assist. He delivered early in the morning and I am sure he has better things to do on weekends but thank you for helping me. Service is sooo high at this company and I definitely recommend them to anyone Show reply

Brett Power, Thank you – I have been hurt by many insurers and I am so happy with CHU. You have good service in your claims department and were honest with me and got the Water Damage fixed in a good time frame. There is a team member that stands out and provided updates to me for the claims, gave timelines and next steps when I spoke to him two or three times. He also… Read more ·  1

assisted with my other policies that I have with CHU and even though he doesn't look after my portfolio, he delivered exceptional service to me as a broker. I hope CHU look after Brett Power throughout his career, as he is a huge asset for your company with his knowledge and service. I hope he joins the NSW Underwriting team or trains them in the future,

Online and easy – have not had to claim yet, which is the true test. but the online application process was easy, email support really good and premiums very competetive. so far so good :) Show reply

Good premium, coverage, and customer service for signing up – I'm in a townhouse where EPS foam panels (expanded polystyrene) form a large portion of our building's exterior walls. A lot of insurers won't provide contents insurance for this type of building cladding, but after confirming with CHU via phone, I was assured about their coverage. CHU's customer service consultant (Amy) was exceedingly patient… Read more ·  1

in answering my barrage of questions, and assisted me with pricing a variety of cover and excess options. CHU's premium was considerably lower than elsewhere, and their coverage was much better as well. I've had a great sign-up experience, but I won't know about their claiming process until I have to make one (hopefully not).

Competitive pricing, good service – Easy process, competitive pricing and good customer service - they answer you like you are an actual person. Happy with these guys. Show reply

Easy strata insurance buying – It was easy and convenient to be able to buy insurance online. Also found the staff knowledgeable who provided good information on the insurance policy. Show reply

Simple and Fairly Priced Contents Insurance – Despite no claims or changes for contents insurance my current insurer offered me a 25% increase in premium, and loss of some coverage under an offered policy renewal. I decided to shop elsewhere. CHU gave the best price, with an improvement in coverage over the current policy. Purchasing the policy was easy. I wasn't harassed by pushy sales… Read more ·  1

people calling at all hours.

Hopefully things will be as easy if I make claim. Ultimately this is where your insurer will shine or fail.

Worth considering ! – I recently switched my Contents Insurance to CHU. I saved a considerable amount of money and found their service efficient and friendly . I recommend looking at CHU for Contents Insurance if you live in an apartment . Show reply

New policy with ease – As a new manager, it was my first time to arrange such a comprehensive policy, and the team (Seonag in particular) was so helpful and ensured we got the best deal with ease. It is so easy dealing direct. Well Done to the whole team Show reply

Reasonable and easy – Landlord insurance that is not trying to take you for a ride. Each year the renewal quotes are reasonable, not inflated with the lazy tax that many insurers try to impose at renewal time. Policy is flexible to suit your specific needs. Show reply