Terrible claim service-advised to hire leak detector specialist instead of CHU assessors identifying
We have no option but to be with the insurance that the Ross Hunt run body corporate takes out. Unfortunately, it's CHU Insurance.
There was a water leak. CHU Insurance said - No assessor will be sent out as it's not a large insurance claim. We were told to get our own plumber by Ross Hunt . When I complained Ross Hunt sent out their own workmen who told us t to hire our own leak detector specialist (leak detector specialists charge $400 a hour) . We were told that we had to find the leak , fix it and then submit the bill , then CHU insuran...ce will decide whether it is covered . I was worried that if I hired a leak detector specialists and the fault was not covered , I would have to pay the exorbitant costs of hiring a leak detector specialist. In comparison at another non strata property which was insured with AAMI, not only did AAMI cut a hole in the ceiling and find the leak , they repaired the leak and the ceiling. On other occasions, whenever there are leaks in the roof ,AAMI have sent roofers and if it's a cracked tile , the roofer has repaired it while he has been up there (at no cost) and AAMI have painted the ceiling (at no cost). With AAMI , we have not had to find our own leaks and pay leak detector specialist. We even had leaking chimneys ( we had to pay for the chimney repair) but AAMI identified where the fault was. So you might ask why the body corporate is with CHU Insurance which is brokered by BJS? Here is Ross Hunt's answer to another person's google review complaint about their choice of insurance. "'Any monies received by Ross-Hunt Real Estate are strictly in accordance with our management agreement. The wife of John Ross, the owner of Ross-Hunt Real Estate, is indeed a shareholder in BJS. This enables Ross-Hunt to exact the best rates for clients and offer a seamless service. Nothing to hide here. Aspersions to the contrary are bordering on the libellous"
- Verified customer
Room for Improvement
My claim was submitted on the 23rd October 2018, then full settlement offered 24th October 2018, which was exceptional service. I was asked for my EFT details which would fast track payment. Unfortunately, it took another 14 days for the payment to finally hit my account.
Another case for The Royal Commission
Recently we got three insurance quotes, one of them and apparently the cheapest and recommended by the managing agent was from CHU. Due to indecision within the owners corporation the contract has been renewed.
The problem is with CHU restricting their obligations, quote:
For example, We will not pay for any loss, damage, benefit, legal
liability, compensation, or any other loss, costs, fees, charges or
expenses of whatsoever kind, arising directly or indirectly from or in
any way connected with:
a. any Act of Terrorism .......
b. the actual or alleged use or presence of asbestos;...
Appalling Standard of Customer Service
With errors effecting our strata policy, caused by themselves, they refuse to rectify and after escalating to senior customer service level, they again refuse. The obvious here is you get what you pay for, goodness knows how unprofessionally they would handle a claim, will be cancelling and insuring with another provider.
wont fix the roof after a flood
absolutely hopeless, we would give them no stars if there were such a thing.
Our property endured a one in hundred year storm, and the roof leaked and now the ceiling has water damage, after months of nothing, they come back and tell us the roof is not covered, as its was a preventative maintenance issue!!!! we have spoken to 3 different builders, and a plumber they have all told me there is no such thing as preventative maintenance on a roof, the only thing is to clear the gutters.
On the quote from the builder, he clearly stated
"I can co...
Shame on you CHU Shame on You
Have a unit insured for over 30 years with CHU. Never put in a claim. I had a bedroom roof fall down and CHU were able to conveniently use their PDS to decline the claim due to what they deemed as inadequate fittings and say they will not pay for defective or faulty material or workmanship!
With no obvious signs of a problem, the roof colapse could not have been predicted otherwise certainly would have been rectified. This is unfair CHU. You certainly wont be getting my vote at our next AGM.
Very Unprofessional insurance company
Had a wall air-condition that has died, called to make a claim they said they just pay for motor. Although I knew these units are coming as a whole and are not like split system I took their word for it and started calling around. No one had heard about changing a motor on a wall unit. Even the company was very clear that these units do not get touched outside the factory specially the motor. I have asked them to put it in writing to go to consumer affairs.
rejected claim "common practice"
Once again given the go around they rejected claim caused to my ski that was done on starta property insured by CHU all water corporations pointed squarely at CHU being responsible and accountable under public liability. However they refused claim God help us if you are injured and the insurer is CHU.
this is the insurer from hell you only see in the movies.
Claims staff are rude and arrogant do not consider the stress people are under when making a claim. Greedy corporations who over promise and under deliver.
CHU denied claim
After my Mum took a fall on common property and suffered a break in her wrist, we contacted CHU strata insurance (the company our Strata is insured with) and were told to make a claim, we filled in the form and had the assessor come out and inspect where she fell, the assessor saw the issue and said the problem was not mum's fault but not CHU they simply denied the claim and said under our policy we are not covered and mum should have been more careful...they were quite rude and told to me to re-read the policy (all 40 pages--which i discovered...they don't cover public liability) except if you are a voluntary worker, the man i spoke to was aggressive and told me to be more careful, he then refused to answer following emails and phone calls and when I said i would go higher and dispute it, the other person I spoke to laughed at me and hung up. September 20th 2018 Update: CHU Deny Claims..But increase premiums After denying My Mum's personal injury claim and insisting that only voluntary workers are covered and Strata office bearers no longer are covered, they Increased our strata premium x 3000 dollars, I questioned them about this and their response was-"You made a claim so you have to pay for it..."yes we made a claim but you denied it i replied, he actually laughed and said you still have to pay an increase in premiums for making a claim and hung on me. Im now looking for a new Strata insurance Company (i am the Secretary) and will never recommend CHU and hope the Royal Commission find out about their Dodgy practices.
CHU was very fast at rejecting my claim
I lodged a water damage claim for a burst hot water system which CHU rejected really quickly. Unfortunately CHU appears to outsource its assessing function and we seem to keep getting the same assessor for our body corporate claims. Despite photos showing water damage they rejected the claim. As the water damage needed urgent repair I went ahead and paid for the repairs myself. I am going to appeal. I do not rate CHU very well.
Worst experience with an insurance claims
Claimed malicious damages done by a tenant back in March, 2017 and still waiting for repair work to finish and rent loss reimbursement after 6 months. Assessor tried to charge 4 times excess ($4000) for 1 malicious claim. Had to go through QBE (underwriter) for disputes, then FOS. Watch out! Scammer of the insurance industries.
Service Level Agreements (SLAs) Insurance industry claims
Our recent review of a claim with CHU indicates that they failed to meet any reasonable SLAs, the problem seems to be they cannot keep operations staff, especially on the claims side. They use the dodgiest cabinet makers to quote on work and want their claimants (aka their Customers) to accept substandard work while hiding behind their PDS.
A fair indication of a company in decline beset by management problems.
I'm going into dispute with CHU, they have had assessors reports overturned, or minimised, their nominated contractors builder have made mistakes, and not listened or respected my rights as an owner. I am being bullied to finalise a claim I am disputing due to poor assessing and expensive and incompetent contractors.
They certainly aren't in the business of looking after their customers.
Questions & Answers
I would like to know who can answer the questions I put to Terry Topping 2 weeks ago regarding policy number HU0013933. BCS Cairns refuses to explain so I have to ask you. Chris Jones
Hi Chris, Terry is on leave at the moment so apologies for not getting back to you. Could you please call me directly on 07 3135 7913 and I will personally assist you. Lindsay, CHU Underwriting Manager.
Hi Lindsay, I hope you can communicate with me by email. I am a laryngetomee and speech is difficult and tiring for me. It can be hard to understand me. I can forward to you the email I sent Terry if you wish
Hi Chris, thats fine, pls send through. Thanks. Lindsay
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