NO LOYALTY TO LOYAL CUSTOMERS!!!
I have maintained GIO Home and Contents Insurance for the better part of 30 years and car insurance for almost 42 years. I currently have 3 cars as well as home and contents insurance with GIO. During my time I have only made 2 previous claims with respect to home insurance. One was for motor burnout on a roller shutter and the other for accidental glass breakage in my previous home with both claims being more than 15 years ago. From my recollection, these claims cost a total of approximately $1500 back then so GIO is way out in front by severa...l thousands of dollars from my premiums. On the morning of Friday 25 September 2020, I went out into my back yard for an unrelated matter and noticed that my 6 year old pool filtration pump was not operating as it should have been because it was on a timer. I called a technician who inspected the pump and advised the motor had burnt out. I lodged a claim with GIO and paid the $100 excess. They asked me when did the motor burn out. I replied I did not know because I only discovered it by chance when I went out into the back yard at the time the pump should have been in operation as it was on a timer. I stated that the pump may have burnt out several days ago because the pool water was still quite clear. GIO later called me and advised that on 25 September 2020 there was a lightning event which was most likely the cause of the motor burnout and my excess was now $600 as per my policy. I protested that this was unfair because it is impossible to identify exactly what day the pump stopped working. I pointed out that it could have burnt out as much as a week ago and that I just happened to discover the problem on 25 September when I went out into the back yard. GIO insisted that the lightening storm was the cause of the motor burnout and removed the extra $500 excess from my payout. I am outraged by this as there is no way to positively identify the date the pump motor burnt out but GIO used the date of 25 September to their financial advantage. If I was clever I would have first called the Australian Bureau of Meteorology to discover on what dates (if any) there was a lightning event and lodged my claim identifying a date where there was no lightning event... but I didn't because I am **NOT** dishonest. Given the number of years I have been with GIO and that the extremely minimal number of claims I have made during that time I find it a disgrace that GIO showed absolutely no recognition or consideration to my years of loyalty to the company. I am currently researching alternative insurance companies and I say in advance... Farewell GIO.
took our money under false pretenses
definitively not good value. We had new for old car insurance and discovered it was a con. After 3 years it didnt't actually exist under new for old. we have now discovered that we have been insuring our home and contents thru them and our homes are not actually insured as our homes are on farms but they don't insure houses on farms even though when we got quotes they knew the houses were on farms
we will never insure through them again now going to cancel our boat insurance as well.
They won't get a star rating at all from me
A company that help others during a pandemic
I called up GIO to tell ask if they have any financial relief for people whom effected by covid-19 and they gave me 3 month off, very unexpected thank you!
Victim of crime: claim experience
My 75 year old mother's fence was rammed by a stolen car at 3am in the morning. Terrified but not hurt. Police attended but the driver had run off. We have a Police reference number and the rego of the stolen car but naturally, we don't know if the driver has been identified and even if we did, we would not know who it is. So, a loyal customer, a pensioner and a victim of crime has to fork out $600 she can't spare for GIO to "investigate" and then decide if they should refund the excess. OMG! Really GIO, shame. On the plus side, the person who too my call was excellent, sympathetic and genuinely concerned for my mum's welfare. Five stars for him and minus 4 for the company. Peter K
Worst insurance ever
After 45 years of paying for insurance to GIO for 2 cars and 2 houses my parents finally made a claim for a retaining wall at their home of 35+ years . After a 3+ month wait their claim was refused. Their first claim in over 45 years and they got a big bad luck sorry your policy does not cover a retaining wall. My parents paid for top home + contents insurance for 45+ years and the first claim they make they are refused. Great cover !! GIO even had the hide to ask for the excess up front on the day the claim was made.. $1000 up front for no...thing and still waiting for a refund. If home insurance does not cover retaining walls in a storm then what little do you cover... Not much from what I have seen. Would never recommend GIO or NRMA they once were good but now just look for a reason not to pay claims and only care about stock holders not policy holders. GIO you really let my parents down with garbage insurance that covers very little for a lot. Your phone operator was rude, very arrogant and totally useless!! Will try seniors insurance!!... Good bye GIO after 45+ years.
I phoned GIO on behalf of a friend, requesting the Home & Contents Insurance Policy PDS to be forwarded.
D.O.B. of the recipient was requested prior to it being issued. When I questioned this, I was then advised it could not be forwarded unless a quote was also issued.
I was speechless!!!
A potential client needs to review the PDS BEFORE a quote, to ascertain whether GIO's policy suits their requirement, (their advts. also advocate this).
This has cost GIO 2 potential clients.
Their attitude is beyond belief.
Two full months and cannot reach them - with rooms out of commission
We had water come through a roof and affect walls and flooring in the major downpours a few weeks back, and initally was ok contacting them and getting contractors to do assessments, but repeated emails asking them to call me, and repeated attempts to call in and it's impossible to speak to them at all, no information given on what the process would be for repair and recovery.
Been without use of a major room (study), and a storage area, and have literally no idea when the claim will be progressed and how.
Reports were written six weeks or mo...re ago by three "make safe" teams who did nothing but measure and look. No information on what will be done, when, by who, in what order.. all they seem interested in is taking the excess cheque money when they've not even communicated what work will be undertaken. I'm sure we have mould in the walls and damaged batting, but their chosen subcontractor wants to do a "vaopur treatment" and are the only company in Australia that does this, so who knows if it's effective but can find nothing about it online. This must be the cheapest option showing they don't give a damn about our health or what making it safe and as new should look like. One assumes they're too busy merging with AAMI and Suncorp to look after customers. I will give them a few weeks to sort this out given the issues, but I've repeatedly told them water is coming in and nothing is being done.
They do not pay claims
We had a number of huge trees smash through our house last November. That is 4 months ago. Hundreds of thousands of dollars in damage. A large part of the hose unlovable. With help from the SES we put tarps on the roof to make the house water proof. A couple of times GIO have sent their builders to secure the roof and work out how to carry out the repairs. All had very little construction knowledge and their so called “make safe” team did more and more damage. We ended up buying our own heavy duty tarps and fixing and maintaining them ourselves.... We got builders quotes ourselves and sent them on to GIO in a number of emails with absolutely no response. Chased up with a phone call and each time sent to a different assessor. Clearly GIO have no immediate intention of paying our claim so I guess we now have to get lawyers involved. We have been with GIO for thirty years. What a waist of money. Don’t insure with GIO or any of the Suncorp group they clearly don’t pay claims without a big fight
Paying a fortune for insurance without really having any insurance
We thought we were covered for everything with GIO, we pay a ridiculous amount more in premiums a year than other companies charge thinking we were covered for everything and would be looked after if the need arises, HOW WRONG WE WERE!!!!!!. Put in a claim in which there was mimable damage at the time but after nearly 4mths the damage has gotten worse and repair cost increased significantly with no resolution in site from GIO home repair team, unfortunately the only way l found to get any progression what so ever was go use the GIO complaints line. Still waiting for a call back from week ago. Dont waist your time money or energy with GIO
Integrity of gio home insurance
My parents made a claim for hail damage in December as of 9/4/19 gio contractors have completed no progress the 500 dollars access has been paid the start and completion date has long past many phone calls to the builder and gio show a lack of sincerity and integrity if this is not address in 7 days legal action will be pending
Take excess quick. Repair slow!
Made a claim in early January. Excess taken immediately. Claim Accepted. Nothing done almost April. No aircon for most of summer. Thanks very much! Not even excuses just no action.
GIO claim service was friendly, proactive and helpful.
Our home was significantly damaged after the Berowra Heights 20/12/2018 hail storm.
GIO was friendly, proactive and helpful - During the claim process.
The face to face presentation organised by Suncorp, for hail damage affected customers, was excellent.
I have spoken to a number of Berowra residents affected by the hail storm. The Suncorp customers I have spoken with seem happy. There are a number of non Suncorp customers, quite unhappy.
Disgusted and frustrated with process
We have been insured with GIO for over 20 years with numerous motor vehicle and house policies. We recently had a water leak in our balcony. I had to pay the $1000 excess for them to tell me that they would only repair part of the job which was worth under $1000. Partially accepted the claim?? The balcony became dangerous as they took so long to assess it. I had to have it staked and remove tiles to assess that it was not due to poor tile maintenance as they suggested. After 2 months they still have not decided what to do. Will be taking this to fair trading.
No dial back functionality - shocking customer appreciation
I have been on the phone for just on 1 hr. No call back functionality - unbelievable. Sack your manager of customer service and engage someone who understands what those 2 words mean!! With all the weather related disasters you guys need to-step up and bring in much more staff on weekends.... not 2.
My house has 6 destroyed skylights, 2 tarps covering the whole roof which has 200 damaged roof tiles and these tarps have dislodged after last nights storm. Do you think i can find someone in the customer service area who can get someone around to secure before the possible thunderstorm tonight.
The good thing..... waiting and listening to the hold music for 1 hr made me so angry i decided to write this review
Questions & Answers
I would be very interested to hear from somebody at GIO about their reviews here and what I consider a very poor rating of 2 stars from 122 reviews . Does this even concern anybody at GIO ? It concerns me to think my family has been paying thousands of dollars every year for the last 45 years for what seems to be second rate insurance . Very disturbing for a staunch loyal 45 year customer .
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