Reviewer Photos & Videos
Cancelled without being informed after 26 years
Got a renewal notice this year so it was not even marked on record that I took my complaint about their shocking behaviour last year to a regulator. lost a thirty year customer dye to cancelling my cover because they didnt have my New address instead of using the correct phone number or email to contact me. Their excuse was i had a preference for mail contact. Right. also mixed up correspondence from A year prior, cancelling again due to unfixed damage that had been fixed and which They acknowledged had been fixed and was on record as being so. The worst i e ever dealt with.
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!
No reward for loyalty
GIO thought it was fine to charge me for insurance they weren't willing to offer me. I had kept my home contents insurance with GIO for 6 consecutive years. I was transferred to the south coast for work and was organising my move at the end of 2019. When the bushfires struck GIO refused to cover my contents due to an embargo on my new postcode despite the fact that I was an existing customer. They were happy for me to keep paying, but couldn't actually tell me when they would lift to embargo and be able to offer me cover. I will never insure with GIO again.
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.
Have had no trouble at all
I have been with gio with a very bad car accident we had and I thought they were great and have just had a claim with flooring and again they were great have had no problems at all
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.
Does not even deserve 1 star!!
This company is absolutely useless, and that is putting it politely. Workers are clearly incompetent. Nobody gets back to you when they say they will, and we still waiting on damage to our roof and ceiling as a result of a severe jail storm in January to be fixed!! Meanwhile, we have water coming through the ceiling in all rooms whenever it rains! Stay away from this company.
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
How Do Insurance Get Away With Profiteering!
Beware when adding your details. They already use your address in their database.
When you have a policy with them your insurance quotes will be three times higher then a new policy if the new quote does not have that address in there system. How can you charge a person $1000 for their house insurance one year and the next year quote $4000 without having claimed. Don't be fooled by the system. How they get away with this fraudulant behaviour is barbaric. Also make sure you know which insurance company owns or the other. Good when you have to shop around for quotes.
Poor customer service
I purchased a policy after receiving a quote and correcting errors made by GIO. I hope they are listening to the conversations that are recording for quality assurance purposes.
Called back to confirm they had my correct email address, which they didn't, now corrected. Asked for the documents to be re sent. Receive an email a few minutes later with policy documents but no cost, price, receipt or proof of payment. Rang again and told it will take 5 working days to send a receipt. What a load of crap. Does anyone make a purchase of $1,200 or more and not receive a receipt immediately? Will be cancelling the contract tomorrow.
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
totally dysfunctional claims department and GIO home repair Team Terrible time wasting experience
6 weeks delay to replace skylight dome , water damaged attic flooring and electrician , small claim around $4,500 two days work at the outside . home repair team hopeless they will not answer emails
28 years of cover
We have had our house and contents insured with GIO for about 25 years and have had several claims all have been resolved in a reasonable time frame and to our satisfaction with minimum fuss. Workmanship has been very good on most occasions. Policy price has certainly increased over the years but isn't excessive.
Superior service in every way
We have two tenanted properties insured by GIO in Castle Hill. Major storm damage in December 2018. One house almost fully destroyed with a tree smashing through 2 floors., The other one roof collapsed under a tree taking out a bedroom and bathroom.
GIO stepped in Immediately, made the place safe and organised quotes and builders. I did not have to worry about anything at all since then. The first house is now up and released. the second one they are still working on due to the size of the damage. Superior builders and excellent communications...
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.
GIO have to be the worst insurance we have ever dealt with. Policy is absolutely worthless.Lost a diamond in my eternity ring while on holiday rang Insurance as soon as we got back the next day and lodged it. Told them that our jeweler would be busy and would like to leave it until after Christmas. Was never told that we would have to go through their jewelers. They now referred us to page 87 which says they choose how to settle a claim. My diamond is high quality S1 and their jewelers quote is $900 less than our jeweler who made the ring, wha...t are their jewelers going to put in a piece of glass! This is the first claim we have with them and am absolutely disgusted, thiefs. Same as the other person was on the phone 45 minutes had to end up taking another call and and had to call back , after another 45 minutes hung up and managed to find online form to fill out. Our premium is due and believe me we will not be renewing with them 3 years and not a claim and now this disgraceful situation. Premium went up $700 from last year. Has not been settled as they offered $600 to settle and we have $100 excess and cost of repair and replace diamond is $1587.00. Will be taking this to the Insurance Ombudsman once the process with this disgraceful company has been gone through. They are very quick to grab money off you but come time to claim is a different story. Yes when you call about renewing or getting new policy you get through immediately any claims etc and you might as well go down and do your shopping and still be on hold when you return. No call back facility. The price we have to insure our home we would build a mansion but if it burnt down they would not give you the money you would have to use their builders who we have heard people have nothing but aggravation, if you you choose your own builders they make a settlement and it sure won't be what it is insured for! One star rating it too much.
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
Waiting over an hour for a phone to be answered and no call back function
Trying to make a claim for my mother with dementia who has to be the person speaking to them and have been waiting for an hour with her almost hysterical besides me. If I hang up I’ll have to wait an hour again or who knows how long!!!!!! Haven’t made a claim because I can’t get through!!!!
Australians Deserve Better Services, Come one Management you need to lift your Game
An incident happened yesterday and my home is not safe to live especially with kids and pets being part of our family. My home needs immediate attention to make it safe home. Is spite of numerous attempts to contact company's phone number, I am unable to speak with them.
I called yesterday around 9:00 pm and I was on hold for 1 hour and then there working hours finished at 10:00 pm.
I called today around around 8:00 am , their system responded wait time of 20 minutes but no one picked my call even being on hold for 29 minutes then phone co...
Rude customer service
Tried to cancel within the cooling off period, the operator was not clear with the cancellation and tried to not refund me the full amount. Rude customer service, being condescending and patronizing. Unbelievable attitude, I won't be insuring with GIO anymore, no matter the price. Have never been treated like that, the operator called me a liar and tried to make it sound like I wasn't being truthful when in fact I didn't misunderstood what he was saying. Just do your job and don't give customers attitude.
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