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 $10,000 compared to their preferred quote) on a Monday o...
Leaking pipes in bathroom
I need to eat humble pie over my dealings with GIO. They had employed a third party assessor who was the fly in the ointment and who refused to listen or even acknowledge my arguments.
I had the good fortune of the GIO customer service people ring me to see why the claim hadn't been resolved and did I have any concerns.
The GIO lady was brilliant, she listened to my concerns and worked through the matter logically and systematically.
She resolved all my concerns one at a time, and did what the assessor were paid to do.
I can't thank her eno...
Leaking pipes in bathroom
After many years as a multi policy holder with GIO for many years, I had the misfortune to make a claim for leaking pipe work in our main bathroom. The water leak had managed to show up in our daughters downstairs ensuite bathroom ceiling as a mouldy spot in two places at either end of the ceiling in December 2016. The spot was particularly damp, so investigation was evident, and that the leak was from the main bathroom.
Our intention was ar some stage to renovate the upstairs bathroom, this was brought forward. Mistake No. 1
In January 2017,...
seven phone calls in 7 days trying to get a refund for a 3 duplicate policies!!
I inadvertently took out and paid for two online policies on the same property because my existing policy had crept up 200$. 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.
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!!
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.
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??
No advantages of being a loyal customer
I would go for a 0 star rating. Been with them for 6 years. I had a portable cover which listed my old laptop. I bought a new one which I forgot to list. Lost it and they would not cover for it. So unfair (#@##@@)!!
I'm moving all my policies from them. No advantage of being a loyal customer.
Broken water pipe in b/room. Two huge holes in concrete floor to fix pipe
Gio said they wouldn't pay for pipe but restoring b/room back. My b/room was a older style of beige with gold taps. We'll no matching here. The bath came out. Which they can't colour match as it isn't made any more. So b/room is basically beige. But will have a big white spa bath sitting there with chrome taps. Which will look enhance the look not. Thanks for nothing gio. I'm already out of pocket expenses thousands with paying for the pipe work. I'm a 60year old widow. They are discusting
Sneaky sneaky GIO
Having switched to GIO 2 years ago when they bought my house and contents insurance business, they have since managed to increase their premiums each year by 15 % and then eliminate the items I require (such as accidental coverage). GIO Have a bad name because they claim to change the policy details by way of letter beforehand, and it doesnt arrive (of course it wasn't sent we know that). I didn't make a claim in the 2 years and it seems they go after the numbers game. So fellow insurance buyers, read the fine print, because they are shifty insurers who change their policy without notifying you. If thats the case change companies. Naughty GIO!!
Been nearly a month after we claimed for a breaking called 8 times to get some trades person to do repairs, we get the same story every time we ring ("we are ringing them now") but no 1 ever comes out. Once we get the repairs done I'm cancelling all polices. Never again.
Have a cliam wiyh GIO
HI to everyone look for a better insurance company than GIO i have a claim in with them and every time i ring i get put on hold it starts at 20 minutes and turns out to be over 4 hours when you do get through they tell you to hang on while they check becomes another 5 minutes then i'm told we need to make a phone call another 5 minutes they come back and tell you they are waiting on paper work and we will ring you back in an hour still waiting for call back 5 hours have gone by not bad for calling back in an houri then decided to call them bac...k well that was over an hour in the end i had to hang up so today i have wasted 5 hours or more on a mobile phone about 150 dollars in phone charges will GIO give me that money not likely they just don't care customer service no they do not know what customer service is or do they making people wait is there customer service WAKE UP YOU PEOPLE THAT WURK FOR GIO NEED TO LOOK AFTER THE CUSTOMER AFTER ALL WE PAY YOU WAGES BY PAYING FOR INSURANCE WHICH I WILL BE LOOKING AT WHEN MINE IS NEXT DUE
Horrible Service - Don't use them - not worth the premium
We have been dealing with a claim for 6 months. Every time we call, it is a long wait. The people are nice, but their processes are terrible. 100% disgraceful management... they should be ashamed of themselves. Take peoples money and then don't both to service when claim time comes.
Thanks for 40 years of loyalty.
I had a leak in my lounge dining room after an extreme storm . I rang GIO to arrange for an assessor . They sent a guy out who informed me that the claim was rejected as there was not enough fall on the roof. This roof on an extension to my house was approved by the building inspector of Rockdale council . Being a single mother at the time with three children , one disabled and a full time job, I didn't have the fight in me so I had the ceilings and a wall replaced and at the time money was very tight. So now this pushover will be taking my business else where and including my car and green slip insurance.
Do not use - shocking service. Go with someone else!!!
Small claim for kitchen damage. 8 weeks not even assessed.
1 hour on hold, transferred to different departments, can't get any answers.
Not even worth rating. That bad!
Ombudsman now only hope. Hate to have major damage, like fire, etc.
Don't bother- because GIO obviously don't
We had a 'flood incident" which affected the floor in the en suite and carpet in the bedroom. Nothing major- never had a H& C claim before. Called GIO, they took minimum details and were more interested in getting the XS paid than anything. What they tell you is different to what happens because they OUTSOURCE EVERY TASK. Someone will call in 1-2 hours re water clean up- Yes, Flood Emergency Network did (FEN) call to tell me that Flood Response would call in an hour and be there today. Okay, so Flood Response call in an hour- Great! Want to co...me out the next day- No. It needs to be addressed today or losses are not being mitigated, say I. So guy comes that day, dryers, humidifiers, 1/3 carpet ripped up, lino and cement sheet ripped up in bathroom- leaving exposed, raised nail heads. He wrote a report- assume it's an assessor report of some type. 3 days of machines running. Nothing else from GIO. So I call to ask what happening, awaiting report from FEN ( initial contractor) apparently they have 7 days to submit report (7 WORKING DAYS). Meanwhile, we have a bathroom with exposed nail heads and a bedroom that poses a trip hazard to my disabled husband. then we get a call from Home Repair ( subsidiary of GIO, owned by Suncorp). He is the ASSESSOR but only for the flooring of the bath room and and structural issues. He comes, measures BOTH rooms, makes comments about the dust in the bathroom ( why would I clean up if trades people will be in and out?). So I ramp up the issue with GIO- we are now a week and a half post incident and all I have to show is bare flooring,visits from 2 assessors-one was to look over the bathroom flooring, the other the carpet ( because apparently carpet comes under contents). Home Repair come and measure both rooms- last week, apparently they are authorised to undertake both carpet and flooring- GIO office was not aware of this and had to check it. Next came, Carpet Xpress- fellow makes an appointment, measures the area AGAIN, comes with no scissors to take a sample, has no samples, we apparently have to travel to another suburb to choose once it's authorised. So where are we now... there is a painter coming Weds ( 20/1) to paint the wall ( as advised by Home Repair), no one has responded to the issue of the damaged dresser as it appears it's not anyone area, and not one person has asked about other damages. We have no idea what is happening with the flooring, GIO say it will be done by the end of this week, Carpet Xpress say it's not. One says we get to chose colour for covering replacement and the other says no- it's like for like. That's fine but the bathroom covering was taken by the Flood Response guy so they have no idea what it was like to get 'like for like.' One of my concerns with this the the duplicity of handling by multiple parites who have no contact with each other, the other is that once the floor covering is authorised, that how do I know that GIO don't ok X per metre but the contractor show us a series of products at y per metre and pocket the difference? call me cynical, but I trust no one in this as every person I have dealt with in this matter has been, either knowingly or unwittingly, deceptive in what they are telling me. Misleading conduct is a serious matter and GIO is a prime example of it.
Always choose your own repairer, never use theirs as they use and are very cheap, ombudsmen your rig
Always been with Gio, changing soon as I turn 31 as I qualify better competitors. They lie to you, they laugh at you, the assessment repair link the assessor's they have no idea what's going on until the ombudsmen gives them a kick on their bottoms. Gio your company is going downhill and watch out every time they renew your policy make sure you read it thoroughly and address any changes because guaranteed they would have made a lot of changes you won't be told about.
Over 20 years Now priced to other companies
Been with G I O for over 20 years .never had a problem with claims, which I ha several. Always able to negotiate new policies each year very friendly. Last year I was told we are in the business of making money , not friends.
Have been great to deal with but on 2 vehicles+ house and contents with another company save over $800.00
Avoid at all costs
Shocking customer service! I'm writing this as a warning to others considering going with GIO. They have caused lots of stress and displayed extreme unprofessionalism. Many times I waited around all day for them to inspect my claim only to be told countless excuses. Finally I've had enough and I will be changing companies!!!
Do Not Insure with GIO (Unless you want a nervous breakdown)
I have been insured with GIO since the 1970's. My house was damaged in the April 2015 storm and at the time of writing this (5 months later) still nothing has been done. Not once in all that time, no one from GIO has contacted me either by phone or email. I have to ring every few weeks to check to see how my claim is going. Just today I have been told that at least it will be another 17 working days before someone can review the file. The damage has been quoted and verified by a GIO representative, a couple of months ago. But that is as far as ...it went. I had to wait 3.5 months to get a clothes line as the original was damaged by a falling tree. You have to fight all the way, the claims staff is of no help what so ever. Whilst I am waiting for someone selected by GIO to repair my house. the rest of the house looks like a storage depot as all the contents from the damaged rooms are stored throughout the house. Message to GIO you just plain lack humanity and consideration. I did not expect instant repair but 5 months and still waiting, Just not good enough. So be warned do not insure with GIO or any of their other insurance company they own.
Beware the fine details. Terrible Service. Do NOT trust.
Insured with GIO for 10 years without a claim. Our hose was robbed and despite being assured that we were covered they managed to fine a clause in the contract that they would only pay $4000 of our $30,000 in watches stolen. They will be fine till you make a claim then they will screw you over. Customer service was terrible unless you call them every week and explain your problems they would just forget about you. Do NOT insure with GIO or any other Suncorp Brand.
Burst water pipe - 8 weeks ago, 2 visits from assesors and no action or advice on when repairs will
A water pipe burst in our shower recess in early June - the first Assesor came bout within days , then a second Assesor finally came out to look at the damage on July 28th and told us he would get back to us within 48 hours it's now been 240 hours and not so much as a phone call - let alone any repairs!
My husband & I have 10 insurance policies with the GIO. We have been ciustomers for 27 years. Our last 3 claims, 2 not at fault car accidents and hail damage have been handled pathetically. They took 6 weeks to respond to our claim. Everytime you ring them, claims that is, there is a wait of at least 25 minutes and they always blame the Queensland storms. It is now 10 weeks since the claim was submitted and despite numerous phone calls , letters and Ombudsman contact, they just dont care. Still havent had an assessor come out. Currently, in the...process of shopping around to move the policies to another company. A friend suggested that once the damage is repaired, I should dispute the premium payment. Not a bad thought. They just dont care. Give them a miss.
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