Honesty required from policyholders, but it's not display by GIO in their dealings
In December 2020 we insured our home building with GIO, we paid the premium. We had a claim free policy year. In early November 2021 we received the policy renewal notice via email - the renewal cost had gone up by almost $300 - no explanation just an email notice turned up in our inbox. We looked at the amount we paid 12 months ago and realized there was a 20% cost increase. On the GIO website they have a quote facility, so we filled in the details exactly as we had done 12 months before. "The system" gave us a quoted figure for 2021/22 year ...within a few dollars of the expiring premium.........We sort home building insurance from another mainstream underwrite and save $200 on the 2020/21 premium. Did I hear the word "dishonest" here somewhere?
Where you can go
I've been browsing insurance companies today. As always, I check reviews submitted on product review, too. Consumers, if you are having issues with your claim contact the Australian Financial Complaints Authority. It is a free and independent service to assist with the resolution of consumer claims.
2021 WORSE INSURANCE COMPANY - due to incompetent staff member
*** 2021 WORSE INSURANCE COMPANY - due to incompetent staff member like [Name Removed] ***
MY CLAIM EXPERIENCE with GIO MAHOR CLAIM UNIT [Name Removed] ON 07 APRIL 21:
Hopeless & Incompetent staff member like [Name Removed] are the reason why I am force to leave GIO after 15 years.
WHAT I RECEIVED FROM [Name Removed] SO FAR :
1. Extremely poor customer service
2. Lazy, arrogant & totally useless
3. Time consuming conversation through emails ...
First time making a insurance claim due to the storms we had in March this year.
First tradesman GIO sent out was the wrong trade and said it's a waste of his time being here they need to send a builder out.
Second person who came out said he was a builder and done a report for the GIO accessors to see the extent of damage and why the damage was caused.
The builders report was not accurate and looks like that GIO sent him out there so they can get away with out paying for the whole repair in his report it said there are no expansion joint w...hich was not true there are 4 expansion joints it also stated that there was sealant put on top of the tiles which was not true aswell it was the salt from the sand cement he also said there is no water proofing returning up the wall which is not true its there. I think he needs to get glasses. The GIO accessors went of his report and came back to me with a offer which will not even repair the veranda $6000 and I need to pay a $5000 excess they allowed $30ph for Electrical repairs just shows GIO are not here to help only make money where can you get a Electrican for $30ph what a joke.
Lifetime Repair Guarantee does not mean Lifetime repair Guarantee!
Our heating and air conditioning unit has an issue with it called up GIO because we have a lifetime repair Guarantee on the unit itself and after a full day of back and forth with GIO employees with different options on if we are covered or not the denied the request. Had to continually call them because they were not informing me when they said they would. Now we are stuck with no heating in winter time due to the lack of professionalism by the employees who I dealt with. One employee and there supervisor told me it was all covered and then transferred me to another department where after 5 hours of no contact when I rang just said no we will not be covering your claim. I believe they did not manage this claim in a professional manner.
GIO - DO NOT USE
Policy is easy to set up. Have insured with them for approx 10 yrs.
One minor claim for hail damage was organised and repaired reasonably quickly.
One more significant (but not particularly large) claim for water leaks has now been going for nearly 3 years.
GIO took 5 months to start and then moved us out to a tiny apartment for 9 months to do about 6-8 weeks worth of repair work spread out over that time.
Client Manager refuses to visit site, has virtually no knowledge of construction.
Assessor has knowledge of construction but refuses to go u...
House Insurance Claim Process
From my once only experience with a house insurance claim, I found the process employed by GIO outdated, lacked communication, feedback non existent, the case manager lacked interest and the onus was on the customer to pursue/follow up the GIO contracted tradesman.
Utterly frustrated with the whole process, I gave up and paid for the repairs out of my own pocket. GIO, never again.
don't use GIO. they will try hard to get out of insuring you.
I had a claim made on the 2nd of November 2020 and to this day, March 30 2021, they have still not made repairs, settled the claim or taken action.
I have contacted thiner internal disputes team 5 times now and each time they make promises to sort it, they end up not doing anything. don't waste time with internal disputes, go straight to AFCA and make a complaint.
my house is mouldy, my family are stressed and exposed to mould.
they have tried to cancel my claim, but had to honour it. they have investigated me for fraud and found nothing. they...
Premium creep a total rip off
We have been insured with GIO for house and contents over 10 years with just one claim which was a terrible experience. But they paid in the end so we stuck with them. Our premium just went up 26% to nearly $4,000pa with a $600 excess so I got a quote for identical cover from RACWA for $1600 and a $200 excess. Either they are pricing WA out of the market or we are paying for all of the recent QLD claims (since they are owned by Suncorp)
*** 2021 Worse Insurance Company - due to incompetent staff member ***
*** 2021 worse insurance company - due to incompetent staff member like [Name Removed] ***
My claim experience with [Name Removed] on 07 april 21:
Hopeless & incompetent staff member like [Name Removed] are the reason why I am force to leave gio after 15 years.
What I received from [Name Removed] so far :
1. Extremely poor customer service
2. Lazy, arrogant & totally useless
3. Time consuming conversation through emails
4. No business & cost saving sense for gio...
Poor claims experience
We recently experience storm damage to our roof where our carport came away. To date a simple replacement and repair job has been made extremely difficult by incompetent's builders and GIO. To date I have had to;
* Complete the make safe myself after continual request due to water ingress
* Advise the builder of builder regulations and the next steps.
* review their estimate and scope of works and ask for it to be rectified as it was well short of the requirements.
* Continually chase and follow up where the claim is at.
* Put forth continual...
Good customer service, but inexplicable rate increase.
Very easy and professional phone assistance.
But I started this policy 1 year ago, and the renewal premium just increased by 25%!
I have never filed a claim, so no comment in this regard.
Claim made worse by GIO contractors and claims department not acting with diligence
Insured with GIO for years
Small claim for building lodged and it’s snowballed into a stressful, time consuming and unbelievable experience due to incompetence and unethical behaviour by GIO claims department and also their chosen repairers.
This has been ongoing for approx 3 years.
My house has two outstanding dangerous safety issues due to what GIO repairers have done. GIO know about this but are not doing anything.
During this claim, GIO repairers have differed in their opinions, cut corners and not been able to solve the probl...em created by the first repairer who changed a section of guttering. He has caused the new section of guttering to heavily overflow during rain. Second and third GIO repairer are blaming the design of the gutter and completely ignore me when I say their was not overflow before the claim, only since the replacement. The original fascia and gutter sat differently to the new, I have photo proof but GIO will not comment. First repairer also missed the electrical issue along with the GIO assessor. Second repairer left damaged asbestos which took almost a year for GIO to finally remove - only to leave me with another panel of damaged asbestos (now 4 months and waiting for GIO to remove)
Royal Commission - please review GIO
As a strata manager subjected to GIO’s rock bottom service levels where attempted to notify about a potential forthcoming claim, spending 30+ min first waiting and then patiently explaining the reasons another 30+ min to incompetent support legal staff that have no idea about their own instructions in PDS to policy holders, this is a company that is in serious need of a RC s review. It does not get worse than this. Appalling systemic service issues where I was hung up upon whilst asking questions being accused of being rude (when the opposite was nearer the truth - check the phone recording). Nobody here seems to care about their customers. Take your insurance needs elsewhere - this company is a lemon in all aspects. You have been warned.
No loyalty, UNAUSTRAILIAN
My wife has been insured with GIO all her life we have been together for 12 years and in the past 4 we have cancelled most of our policies with GIO, due to the fact they keep going up exponentially. We have never made a claimed at all, I can understand price increases with inflation but when you are talking about 19% in 1 year I am sorry but GIO is now in the trash can!
I just cancelled our 2nd last policy today and the operator didn't even question why.
GIO you are up there with Telstra one of the most UNAUSTRALIAN companies very disappointed you have lost us forever!!!!
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 .
I have just had contents ins claim and had no trouble they were very easy to deal with and have settled claim with no trouble at all
I submitted a very important question this morning and submitted my question. Have not seen any
What was the important question?
Get an answer from our members and GIO representatives
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