GIO Home and Contents

A simple request to GIO and the response was to be bombarded by daily emails from their international customer service team. What I could clearly see is that the international team lack knowledge and training to handle customer requests. Multiple errors. No regard for our time. My request is now delayed by 5 days. My request still has not been… Read more

assigned a reference number nor been provided with a date for when GIO will respond. This is the second time in 12 months that GIOs international customer service team have proven to be inadequate and incompetent. Today I lodged an IDR complaint together with an ASIC complaint. I encourage all GIO customers to take the time to lodge offical complaints internally (you will never get an ethical and fair investigation because they are focussed on hiding the truth and not admitting liability) and always, always, always submit complaints for MISCONDUCT via the ASIC website. We deserve better. I do not recommend GIO as an insurer as they have proven to be dodgy over a long period. Also, normalise honest conversations with family and friends about how GIO and insurers treat you when you call for service or need to make a claim.

A long time customer for Home & Contents Insurance. Have changed to another insurer because of escalating premium and reduction in what they will cover. Trying for days to get through on 13 number to inform I need to cancel, but just go round and round with no way to get through to someone to tell them I wish to cancel. Hopeless organisation with zero customer service! Automated phone systems impenetrable and useless. Show details

Lodged claim after House Fire due to suspected overload of power fault. GIO failed to investigate claim GIO failed to communicate effectively GIO claims remains unresolved GIO would not provide a letter of denial to progress matter in the district court GIO is non honest organisation over learnt after 50 year's of insuring GIO is non responsible organisation it become GIO has criminal s working within Show details

After 40 years with GIo and with 4 house insurances which netted them $12,000 a year, we finally had a claim after storm damage to our principal residence. They refused the claim as they claim the roof wasn’t unkept and thus was wear and tear. … Read more

After much communication, emails etc they still refused the claim. We had the roof fixed ourselves which cost $1000. We had an excess with GIO of $500 so it would have been a minor cost to them. Needless to say we changed our 4 policy to another company when they came due and each time when GIO sent emails to us remind us to pay we responded with our reasons. Not one apology- it felt we were talking to a computer without empathy or reasoning that their “precious” insurance does not care about their customers.

37% increase in one year! – This insurer is one of those who make Australian inflation explode. I was being presented with a renewal policy of 37% more than last year, all things being equal (except their computer generated increase of construction costs) . I called them to understand, but initially they did'nt offer any solution other than decreasing coverage which I… Read more

understood as "take it or leave it". I called again a few days later and talked to a woman who understood my concerns and helped me reduce my premium to a more manageable increase. I was about, after the first call, to switch to ING but I decided after the second call to stay with GIO

Long process but Happy with GIO – We got destroyed by the big Hail storm that hit Canberra late 2023, submitted my claim and within a week had the assessors came out, we got KBAGroup as our assessor who were awsome and were very thorough and fair in the assessment. The claims process was a little frustrating, took me a while to learn but basically if you want cash settlement on… Read more

anything or something was missed or miss-quoted, each claims line item has to be re-submitted for assessment each and every time, so this involves going back to the assessor to re-quote or fix the issue 2-5 days, then back to the assessment team which takes 7-10 days and then back to the claims manager 2-3 days to payout or give you an update and the cycle repeats.

Fortunately none of our repairs were emergency or critical so time was on our side and once I learnt the process then I chilled out and just waited for them to provide updates at the scheduled intervals instead of calling them every few days.

Overall, even though drawn out at the end of the day GIO cash settled us very fairly for our damage and fully replaced our AC unit which is the most important thing.

Thanks GIO.

Hail Disaster – We would like to thank and recommend GIO home insurance. Following a hail storm disaster in Oct. 2021 GIO looked after all of our repairs and replacements with speed and professionalism. Quality service by the Major Loss Claims Manage in Brisbane made our claim proceed with a lack of personal stress and worry. We now have our asset to pre disaster condition. Thank you all. Show details

Have had cover for years with these guys. When making my one and only claim with them, it was dragged out for months (April - October) They made all sorts of excuses why it wasn't covered under natural event. Then it was passed onto another department who made excuses as to why it wasn't covered by a leaking pipe! It was such a waste of our time,… Read more

money and belief that they would do the right thing! Do yourself a favour and look elsewhere! Would not recommend these guys to anyone!!!

Gio keeps upping their prices. I have three policies with them and have been with them for years. I ring them for a discount as my house insurance is $6000 a year and they can’t tell me why it’s so high. So they’ve lost my business. My fence got damaged in a storm and they did nothing but muck me around and argue with the quote I’d gotten. I pay enough yet they still won’t payout when the crunch comes to the crunch. Show details

**UPDATE** 20/08 had an interview with one of the investigators who informed me the reason for investigating my claim was the lack of supporting documents or police event number. Which was news to me because I reported it the night of, submitted the event number in my claim and had crime scene investigators attend to take photos and test for… Read more

fingerprints. Feel like it’s just a time waste method which now allows them to prevent payment of the claim for up to 4 months following a referral to further investigate.

**UPDATE** 14/08 I have received an email 14/08/25 stating they need to do a further investigation - please allow for 4 months…. Of course, this email was received at the end of the period in which they have to provide an answer on a claim. So reiterating once again, do not use GIO to insure your valuables. I have never had a claim with them and never will again.

Original - Have been waiting on their “claim review team” to pick up the pace and settle the claim. I’ve had the police out to fingerprint the place and my claim is worth sweet FA. All in all, $8000. I’ve supplied everything they want and they’re still lagging behind. DO NOT DOWNLOAD their app. It is absolutely pathetic. Phone them instead, they love to waste time so keep on them.

My home was damaged in March with the cyclone, still waiting for an answer if I’m covered or not ???? Show details

I had a terrible experience with GIO when acting as executor for my deceased brother's estate. After a superficial "we're sorry for your loss" email, they put me through the process of being nominated on his contents-only policy. This was probably obligatory, however having done it they then failed to acknowledge even basic requests from me e.g.:… Read more

1. They ignored my request for a copy of the policy; 2. They insisted that I provide mortgage transfer documents despite it being a 'contents-only' policy; 3. They continued to send correspondence to the deceased email account.

After many days of emails I managed to ascertain that there was a modest refund owing and I might even be able to get it, although at the moment they are asking for bank account details for deceased.

I couldn't imagine trying to actually make a claim with them if I was insured.

Customer service friendly, however not making a claim on my home for 24 years, using 2 different insurance companies, most recent years with GIO, we have been knocked back on a bathroom leak. Accessor even commented that the house was very well maintained, bathroom looks like new because it is well maintained. Due to nature of leak we will have to… Read more

rip out current bathroom and replace - total cost to us approx 45K - not covered by GIO. To say we are devastated is an understatement - they keep saying refer to policy. This is fraud at its best. The whole purpose of insurance is for situations like this. This incident has shattered us emotionally, our finances and our belief to have insurance in times of need. Totally disappointed. Makes us question why even have insurance. The 60K + invested in insuring our home over the years could haven been invested elsewhere.

Increasing the premium $400-500 without any claims so far? Tired of switching to different insurance companies every year for each and every insurance. Please stop ripping off at least the long term customers paying you thousands of dollars every year without a single claim. Show details

Rip Off – What an absolute disgrace of an organisation this is. I have been a loyal customer for more years than I care to remember. This year, when I received my home and contents renewal they had increased my premium by $2000 which is more than 60%. When I rang to question this, the person I spoke with said well if your neighbours have made a claim,… Read more

that's going to increase your premium. I suggest that pretty much everybody in my entire street which is 3 km long would've made a claim for it to increase that much. So much for being a loyal customer for years and paying yearly premiums on time and having four policies. One thing I can guarantee is that I will never ensure with GIO again.

Your customer service on email needs urgent review. You have clearly outsourced to overseas to save money but the issue is that the people you have hired lack adequate understanding of insurance matters. Your customers deserve better. Don’t mistreat us and waste our time. Don’t frustrate us with poorly trained online agents who lack context… Read more

understanding and the ability to think critically.

You make enough profit to not have to offshore these jobs. I deserve to have my queries responded to in the first two attempts. Today I counted 11 attempts that all failed.

Your website team are also failures. They refuse to provide non sensitive generic information publicly and aggressively lure us onto DM. They then attempt to obtain a series of personal information that SHOULD NOT BE NECESSARY for simple requests for basic information.

I have submitted a complaint to the OAIC and the Governance Committee.

GIO poor customer service – I have four policies with GIO. One of my policies is up for renewal. As I usually do, I ran quotes with competitors to check if the premium hike (significant) was competitive. I got two quotes at least $200 pa cheaper. I called GIO to discuss this. In the past, I've received pretty good customer service. However, on this occasion, I received such… Read more

poor customer service. The consultant didn't listen to me properly, she talked over the top of me and basically told me there was nothing to be done to reduce my premium other than to downgrade my insurance. I asked why they won't at least price match, especially when I have all my insurance with GIO. She flatly said we don't. The consultant was also a very poor communicator which led to a few misunderstandings and confusion. In the end I had to hang up because I was getting agitated and stressed. I will now be going with another insurer because of this. There is no benefit in being a loyal customer.

Unjustified premium Increase – Only had a policy for 1 year. No claims and I do not live in a fire or flood zone. They increased premium 41.5 % with no explanation. They do not care about customers at all. When I asked for an explanation they couldn't give me one. Deserve minus 5 stars Show details

Massive premium hikes – Absolute thieves. I have been insured for 30years.. Over the past 5 years premiums have gone from $4100 to $20000. I have had to reduce house value, contents cover, jack excess up to the maximum and relinquish many other item from the policy to get it under $12000. Every year premiums have gone up by around 60%. Now you tell me how that can… Read more

happen, when nothing about the insured property has changed, and I have not made any claims. (I will add I am not in a flood zone nor anyway likely to be) Shame GIO your actuaries should be taken to court.

SCAMMERS – Scamming company who loves to stress you out and pay out doctors to give fake reports on your injury to avoid paying you out, don’t trust them! Show details

Exorbitant and unjustified premium increase – How can GIO justify a 60% premium increase for a home and contents insurance policy in residential suburb that is not in flood zone or bushfire area. Rang them and they couldn’t explain why the premium had increased so dramatically, they just suggested I reduce my sum insured or increase my excess. I told them to can get an identical policy with… Read more

another insurer for $1,000 less and they said they couldn’t do anything to reduce my premium. That’s what you get for 5 years of loyalty! Thanks for nothing and goodbye, GIO. You’ll never win my business back.

GIO TREATS LOYAL CUSTOMERS AS MUGS – As afr as I'm concerned, GIO insults its long term loyal customers by treating them as mugs who will just pay highly inflated premiums increases. My experience related below shows that they effectively admit their premium is way too high: This year, GIO's premium for me had increased from approx $4000 to a little over $4900 and this followed… Read more

increases over the previous 3 years from the approx $2400 back then. As usual I went to the local office and asked for a better price. After a few minutes, the girl came up with just over $4400. On telling here I wasn't paying it at the moment s I wanted to check others she told me they would match a quote from companies such as NRMA and Allianz. I got a quote from NRMA for a similar and perhaps slightly better policy for $3884. On taking it to the GIO office, the girl spent a few minutes on the computer and jotting things down and then said we can match that. I then said they could "do a Bunnings" ie go 10% less that that but she said they wouldn't do that. So after my many years of insuring with GIO I have taken my business to NRMA. I hope many other customers do the same and don;t just pay these vastly increased premiums.

Service Poor – Personally for my property, had a claim and it was knocked back in 2020. The service was terrible. I gave them time to repair but had to move on Show details

GIO no loyalty to long-standing customers – We have had Home and Contents insurance for over 40 years with GIO. Unfortunately, since Suncorp took over their premiums have skyrocketed. They no longer show good will to long standing customers. Our premium this year has increased by $629.00. I asked for a reduction and the only way for this to happen was to increase my excess and to lower the… Read more

value of the house by $100.000. By doing this, the reduction would be a lousy $204.75. Insurance is due today. I will pay it but take advantage of the 10 day cooling off period to shop around for a better deal.

5h Reply GIO Insurance · Hi there Rosalie. We appreciate your concerns with the increase of your premium and can understand how this must have come as a shock. We would love the opportunity to look into this further for you. Please send us a private message with your details. - Eliza

No resolution from GIO - just a justification for their price increases. Shareholders and profit come before long-standing customers.

Give GIO the flick! – The communication provided in relation to my deceased mothers insurance policy was an absolute disgrace! I have made it my objective to share with anyone that will listen to NEVER take out a policy with GIO. No designated deceased estate personnel! I've had to try and communicate with over 17 different offshore drop kicks! GIO you're a disgrace! Show details

GIO SUNCOP FRAUDS CHEATING THE SYSTEM – Day Light Robbery GIO/ SUNCOP are the biggest frauds cheating consumers at every opportunity. These bullies are unprofessional unreliable thrives who make you buy insurance policies and as soon as a genuine claim is submitted, these frauds begin to cheat the client. This is an ongoing problems and scam SUNCOP GIO have been doing for years,… Read more

conning consumers left right and centre. Exposing the thives and suing them are the only option as these thick skin fraud will never stop. The unprofessional cunning staff are allowed to con the process with lies, doing everything possible to cheat the system and the staff who work for GIO SUNCOP are the biggest conartiest. How can the public tolerate this type of fraud getting conned by such a large insurance company.

Don't be fooled! – GIO has poor very poor customer service and mixed information was given on the phone. I spoke to two people, the first interrogated me then the supervisor 'resolved' the problem. 20 years with GIO taking my money, only one claim made. When I said I was not going to renew my policy, a letter arrived two days later stating that 'they' would not… Read more

renew my policy. They did me a favour. GIO used to be a good insurer, but over the years they have definitely lost their way - hence so many dissatisfied customers and poor ratings. Time to reflect and listen to your customers.

Terrible experience – Attempting to make a small hail damage claim on my almost new pergola roof . First claim on the building in 20 years. The claim is worth approx 3k. GIO have dragged this on for months, insisting I need photos, even though their roofers have taken photos. Manager Jason advised me on the phone all I need to settle is another reasonable quote around… Read more

3k. This exactly I did. Still not good enough and takes weeks to get back to me with each email sent. This company is not genuine.. Never agin will I buy Insurance from GIO...

Cancellation of insurance policy – We have been insured as a strata company with GIO for the past 12 months for a reasonable and satisfactory price however we have now been told that they are not going to renew the policy due to a "business decision to change the type of strata buildings we insure under our Strata Insurance." We have not been given any other reason and efforts to… Read more

gain basic information like claims history which is Nil to enable us to reinsure has not been forthcoming. We have 30 single storey residential buildings with no pools, gymnasium or outbuildings of any description other than to bores. We are staggered at the lack of consideration that insurers now have for their clients. Whilst I don't exect them to change their policy I do expect them to treat their clients with respect and consideration. Only two weeks prior to the letter I rang for a indicative quote as it as to early for them to provide an actual figure and there was no indication of their change in policy. We are left now to urgently find another insurer due to the high handiness of GIO and is parent company AAI Ltd.

Gouging isn't even the word, I’m disgusted – . 2021 - $1746 2022 - $2229 ... 36% increase 2023 - $3621 ... 62% increase (but decreased level of cover) 2024 - $5704 ... 57% increase 2025 - $7143 FFS Never have I made a claim on this policy, or any home and contents policy, like EVER, for that matter, and I've had this one for over a decade. It's a 50s weatherboard cottage in a regional… Read more

centre. It has **never** flooded; it still has the original horsehair plaster.

PLUS the local council, in a rare moment of brilliance, built a heap of flood mitigation works a few years back. Probably one of them lived near me haaaaaaa You know, prevention vs cure and all??

Don’t punish those who are in areas that are actively lowering your risk ‍♀️

Rip-off – 57% premium increase non-negotiable. I'm taking my three policies elsewhere (no claims for > 3 years). We're all being badly ripped off by insurance companies. Search for Michael West article "Silent Bill Killer". Show details