Patient and professional
My renewal notice from GIO for home and contents showed a higher premium.
The lady at the help desk was extremely patient and went over all the details meticulously and discussed the pros and cons of every option offered by GIO and not only matched a quote by another insurer but with better coverage including every discount applicable and different ways of cost effective payments.
- Verified customer
Do Not Trust GIO with Your Valuables Unless You Want Cheap Replacements
I had platinum insurance assuming that I would get the best coverage. Most of my valuables, including my wedding ring, were under the $4,000 threshold for listing them so I couldn’t list them on my policy – GIO simply doesn’t allow for listing things under this coverage threshold.
After I was lost my wedding ring and spent weekends trying to find it, I had to put a claim in. The identical ring was still available from the place of purchase and was the same price I purchased my original ring. However, GIO ignored both the value of the ring, ...that the identical ring was available, and that the retail price is identical to the value of the ring. Instead, GIO sent photos of my ring to a wholesale jeweller, who quoted a lower price because they could source the gems and metal cheaper being a wholesaler. The difference was $800. GIO refused to: - Give me a payout for the retail value of the identical ring. - Buy the identical ring. - Recognise the real value of the ring, only focusing on the ‘wholesale’ price. I was forced to get the wholesale jeweller to make a replica of my ring, but it was not the same as they do not have the skill set my original jeweller had. The 'replica' is far more bulkier and so heavy, it swings around when I drive. It’s so different that friends have seen it from a distance and asked “what happened to your ring?”. However, as GIO have technically provided a ring that has the same stones and metal in a similar shape, they’ve met their requirements. I'm stuck with an ugly replacement that is not practical to wear daily, which defies the whole point of having a wedding ring.
Poor service and neglect - my home completely destroyed by fire on 21/Dec/2016
This is only my second claim since owning/buying my home over 8 years ago. The first was for an air conditioner and the second being for a major loss, replacement of my home due to fire.
It has been over 7.5 months since I lost my home to fire, 4 days before Christmas.
Between GIO and LendLease (manager of reinstatement processes) I have been neglected, I am still at a standstill and minimal progress has been made.
I have received unreasonable and unfair responses with their preferred contractors for reinstatement. Their preferred builder is...
Unfortunately they have handled my very small contents claim for replacement carpet due to a hot water system exploding very badly. I've spoke to so many people I can't keep count and the number of conflicting stories about what they would or wouldn't do is unbelievable. They have now "assessed" my claim and inform me that they will pay me out the amount I am covered for instead of managing the payments because it is easier and saves them money. I am taking all my business elsewhere after this . They have lost this loyal 15 year customer.
Love GIO - would never change!
I had to share my feedback as all too often, people are more inclined to write a review when things don't go as expected, rather than when they go great.
I have been a customer of GIO for more than 20 years. In that time I've never made many claims, but have had reason in the past three years to make two claims on home and contents.
I have to say - 24-hour claim lodging availability, polite/courteous/responsive/pleasant telephone discussions and almost instantaneous service by their preferred providers when they have come to both look at and sort my home issues has been just so impressive.
I've never been questioned, given excuses, or provided a reason not to be ecstatic with their service and insurance.
Worst Home Insurance Ever
We had a leak in the bathroom and it took them 3 months to fix and more than 2 months for reviewing in total. They sent the subcontractor to do the work whom then sent another subcontractor to do the job. Then they called me and asked me if the issue had fixed. Told them to check with their subcontractor as they did not inform me what so ever. Very very bad insurance company.
Dreadful customer service and cheap payouts on premium policy
So disappointed with GIO. Their turn around time is ridiculous and their communication throughout this time is non-existent. We had damage in the recent hail storms and they sent a building company out who spent all of 5 - 10 minutes checking the damage - didn't even get up on our roof to check tile damage. We had our own builders look at it, who were much more thorough. GIO's builders quotes were about $7000 less then our builders and GIO didn't want to know about the difference. We pay our premiums - which are not cheap and we want our house ...fixed properly. They want to do cheap patch jobs to save themselves a bit of money. I don't live in a patched up home - I want it repaired properly. I've rung them every week for the last 4 weeks and I am getting nowhere. I want my house fixed and they are taking forever to make a decision. Will not be renewing our policy next time.
- Verified customer
Poor internal communication. Excessive delays. Denied a reimbursement for costs incurred
Policy comparison i cannot help with, however i can relay my experience dealing with them for claims. Did they cover us for a fire in an aircon unit? yes.
They are very poor at communicating internally. The result was that delays in replacement of our air conditioning were caused by GIO directly. They outright lied they had not received the investigator report even though it was in their inbox (10 days delay) and they then approved my quote (which i got for them and saved them $10,000 compared to their preferred quote) on a Monday o...
Long term customers with GIO Home Insurance over a number of different properties. More than 10 years ago had a claim for water damage to a cork tile floor which was well handled and we were quite satisfied with GIO. More recently however experience with a claim for hail damage to a patio roof was not handled at all well. After contacting GIO an assessor arrived promptly within a few days & our claim was approved. Then weeks went by with no updating on progress for actual repairs. I called and was told there were problems getting the replaceme...nt roof panels which were slightly curved. More weeks and I made calls to be told needed specialist advice on repairs. Finally repair specialist arrived and commented that he could not understand why he had been called in because it was a standard repair job with standard roof panels. Work was scheduled and completed a few days later and initially seemed fine. However after first rain event there were some leaks. Contacted GIO and repairer returned to apply some additional sealant. Next rain same leaks. Contact GIO, repairer returns and more sealant and effectively told a design issue and he can do no more. Still leaking but no GIO action. Many weeks later GIO customer service contacts me to ask whether we are happy with the claim handling. When I outline our dissatisfaction whole tone of call changes and told that claim has been finalised and now no opportunities for follow up. Left with impression that unless it was a favourable response GIO not really interested in my comments on their performance. Now live with leaking patio roof after rain.
Leaking pipes in bathroom
I need to eat humble pie over my dealings with GIO. They had employed a third party assessor who was the fly in the ointment and who refused to listen or even acknowledge my arguments.
I had the good fortune of the GIO customer service people ring me to see why the claim hadn't been resolved and did I have any concerns.
The GIO lady was brilliant, she listened to my concerns and worked through the matter logically and systematically.
She resolved all my concerns one at a time, and did what the assessor were paid to do.
I can't thank her eno...
Leaking pipes in bathroom
After many years as a multi policy holder with GIO for many years, I had the misfortune to make a claim for leaking pipe work in our main bathroom. The water leak had managed to show up in our daughters downstairs ensuite bathroom ceiling as a mouldy spot in two places at either end of the ceiling in December 2016. The spot was particularly damp, so investigation was evident, and that the leak was from the main bathroom.
Our intention was ar some stage to renovate the upstairs bathroom, this was brought forward. Mistake No. 1
In January 2017,...
seven phone calls in 7 days trying to get a refund for a 3 duplicate policies!!
I inadvertently took out and paid for two online policies on the same property because my existing policy had crept up 200$. Each time i call GIO staff to make enquiries about the return of the money owed i am told that i have 3 policies on the same property and am given the complete run around when trying to rectify the situation and am provided with contradictory advise. Call centre staff repeat themselves, refuse to put me through to a supervisor and refuse to provide any further contact details. This is the most frustrating and incompetent...company i have ever had dealings with. I keep getting transferred from person to person with no resolution even when the matter is referred to their outsourced dispute resolution organisation. I have been lied to, hung up on and today spent 1 1/2 hours on the phone being transferred back and forth with no one being able to take accountability. I have cancelled all policies and still can't be told when i will be refunded nearly 1000$ owing. GIO are unable to tell me if they have refunded the funds for one of the cancelled policies into an incorrect bank account. Run a mile. Don't deal with GIO under any circumstances unless you want to end up in the looney bin.
GIO is HOPELESS...NO STARS IF I COULD
GIO service is pathetic, hopeless and moronic. If you have any doubts try this: type in gio.com.au, then select, "Get a quote." Then try to get a quote on home insurance. The BLANK PAGE is the type of service you can expect if you ring their contact number to discuss anything with them. It's like talking to a person who is like that bank page...aren't they clever. That blank page make you ring them, doesn't it? Save your time and money and go anywhere else, that's ANYWHERE ELSE! It will save you lots of time and energy. They are...hopeless. Did I mention that they always have 4 stars or more on their own ads? If you can get to the honest bad comments on them, believe them....all those people did not take the time to post all the bad reports for nothing. Believe them.
- Verified customer
Minus 100 per cent. Not only disgraceful but they abuse our time for no result.
Be warned by all the negative comments on this forum. They are - if anything - not severe enough.
GIO hides behind call centre neophytes who know nothing about the claim and will not provide any manager identity, direct email or direct phone contact. Best way to describe their policy of "delay, deny, frustrate" claims is to watch movie Erin Brokovitch. It is GIO's template. They have further cost us time by phone and email for no result, but much anguish on top of the original damage. Be warned.
As long as you just paid the Top premium and never lodge a claim!
Been with GIO for 20 years. Lost my mobile phone - they settled the claim then they investigated me afterwards. What process is that? Even after all the purchase paperworks I submitted in good faith - the power trip of the investigator is disgusting! Go somewhere else!!
- Verified customer
Water Damage - no cover!
The main water pipe in the street was damaged by earth works. The mains water flooded our property. It took over 3 days to stop the flow and the damage was huge. The pool paving was warped and cracked, the retaining walls were damaged, the driveway was buckled, the pathways were destroyed and the garden was turned into a sea of mud.
I was sure that GIO would cover this massive damage as they claim they cover 'flood and water spillage.' Two months later they came back and rejected the claim. No solid reason given - just rejected. Do not rely on GIO for water damage or retaining walls. Retaining walls are not covered! End result - Thousands of dollars out of pocket and a claims officer that couldn't have cared less.
Great customer service
In the last 12-months I have called GIO 3 or 4 times and on every occasion I have got straight through with a local operator. It is excellent service and they are always so helpful. I will stay with GIO due to their customer service being located in Australia. Keep up the good work GIO.
TERRIBLE CLAIM PROCESS!!
Always dealing with different client managers. Was told the police report ordered two weeks ago, today I called and told the police report was ordered 5 days ago. Which one was true??? And told that they will get the police report by early September. Incident happened on 6 June. So takes them 3 months just to get 1 document to accept the liability?
I went to the police station and the police was very helpful and advised that the report was done just days after the incident. So why does it take GIO to obtain it till early September??
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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