Avoid at all costs. Minimal staff answering phones means minimal service.
Took two weeks to acknowledge claim then they ignored any contact attempts via email.
Five weeks after anzac day hail storms and still no one has come to our property.
They keep telling us to be patient.
Gio think a five week delay is acceptable because they are inundated with claims, never take ownership of their mistakes. Advise they are still getting through qld claims. Nsw unfortunately are not as important as our interstate cousins it seems.
Their complaints department also like to make yopu feel like you are impatient and should understand.
Their slogan is its a trust thing, what a joke !
Never, ever, go with gio suncorp. !
ONE YEAR and still house unrentable!
I am dismayed with this company. Having multiple policies over many years I thought our rental property was in good hands. Wrong! Over a year now since we first alerted them to the damage to our rental property and still no resolution. House unliveable! I really think they are hoping we'll get sick of waiting for them and repair it ourselves.
So I lodge a simple claim for a cracked TV, and after lodging the claim, go out of my way to find a tv "repairer" (in fact just a second hand tv shop ripping off insurance customers) that's willing to do a report. Every time I call, they knock me back saying I must wait in queue for my correspondence to be reviewed. I explained I had sent everything (quotes, report, invoice for call out fee) required for the claim to settle, and that tv replacement is very important. They wouldnt budge. When I suggested that I replace the TV first then seek reimbursement, they threatened that I might not be fully reimbursed if I do that. Terrible service, what's the use of their call centre?!
Claims Nightmare Change of Policy catches people out who have built in furniture or fittings
My apartment had water damage from a burst pipe on 13 December . Today is 20 January and despite having lodged a claim the next day, have an assessor come they have only this afternoon told me that the policy was changed last year so it no longer covers custom built furniture that is fixed to a wall. In my case that's built in customised wardrobes and a very large desk all beautifully built to fit the space at my expense and stupidly I though still covered. Last week the same consultant Lisa contacted and asked for a letter from my strata mana...gement insurance company Chubb to confirm this was not covered by the building insurance and so they could process the claim. They have not waited for the letter to arrive before contacting me to inform me of their decision not to cover it. Lisa also claimed they had tried to call me 3 times on 23 December but there is no record of calls on my mobile and when I asked for a log of calls to be sent to me she has told me today along with the good news they cannot provided one. Lisa also tells me when the questions get too difficult to answer or I get upset that she will terminate the call very caring is our Lisa. I have had my policy and the car policy with GIO for years. In fact the first home loan I ever took out was from them. Every time I have rang GIO it took 2 hours to answer in claims (very fast in sales) which they blame on the storm events in Queensland. Since their buy out by the corporate giant Suncorp I can only say watch out its profit not people they are interested in and your policy you thought you had may no longer be the one you have got. When I asked Lisa how I could cover my fixtures if they were not covered under the strata and not now covered by them she told the companies that have also changed to this AAMI and of course Suncorp but no advice as she was then ready to terminate the call. GIO is now as far I am concerned a disreputable enterprise buyer beware. December 8th 2018 Update: Claim delays took 6 weeks and ate our rental protection I have been with GIO for 40 years and have 4 policies with them. We had water damage caused by a burst pipe in the common property of our investment unit. GIO took 5 weeks to eventually give us a cash settlement effectively using up the rental protection we had with them as the tenants had to vacate because of the damage. Their red tape was agony and for no good reason with the last assessor taking 6 working days to lodge their report (that was the third assessor) We asked for the first case manager to be changed as he did nothing. The carpet we wanted to replace which was the same as the original is now out of stock and being right on Christmas getting trades people is very difficult.The carpet company GIO sent us to tried to replace the wool carpet with cheap nylon. Bottom line as Suncorp now owns GIO they are part of a big uncaring company. They did not respond when I told them i was cancelling 4 policies. Suncorp was named in the Banking Royal Commission for poor service and now I know why.
Bad Go with other company !
I would like express my sincere frustration and disappointment with GIO company.
I have had contents insurance for the last 20 years and my first claim happened on the 3rd of December 2014.
My home was hit by lightening damaging my 1.Sony home LCD 3D TV and remote control, 2. Sony home theatre receiver and remote controls,3. beyondwiz PVR and remote control, 4.Apple TV and remote control, 5.Telstra cordless Twin phone, 6. Internet modem, 7. TV aerial.
I rang on the 4th of December 2014 at 6:15 am and was on hold for 45 minutes.then told me ...
60ft gum tree fell on the roof of my house caused damage GIO has done nothing to fix the hole in the
60ft gum tree fell on the roof of my house caused damage
GIO has done nothing to fix the hole in the roof and ceiling. It is now one month later there is still a hole in my roof even though i was promised the hole would be finished by Christmas. GIO hung up on me when i called about this claim.
They sent Builders to fix the hole they have not fixed the hole in the roof or the ceiling I have called so many times noone is doing anything to help
45% increase in 1 year and using a psychic to predict the future...
Just happened to come across an old email id sent to the ombudsman and thought it was time I rated GIO on here. Sorry, I was with GIO about 2 years, but still think its worth me posting this. I've cut out anything that isn't relevant and re-worded some parts to make it shorter
I currently hold a home and contents insurance policy with GIO for a total amount of $540 for one year.
I received a renewal notice recently with a cost of $785. When I enquired about the $245 price increase, I was told that the amount my home was insured for had be...
Abysmal Claims Handling. Have made a stressful and traumatic experience 100 times more difficult
I have been with GIO for over 3 years now. Minor claims (e.g. accidental damage to one specific item) have been dealt with adequately, albeit slowly & requiring consistent follow up on our behalf. However we this year we made a major claim as a result of a house fire. 9 weeks later and we have no scope of works, our contents claim remains unresolved and effectively nothing has happened except GIO instigating legal proceedings regarding the fire origin (not against us).
We have received conflicting information on a consistent basis.
We ar...e unable to speak to our claim manager whenever we call and instead have to leave a message for her to return our call. Probably 2 out of 3 calls are then returned, at best the following business day. It takes about a week for an email to be responded to - if we receive a response at all. Our claim manager has declined to pay out items which are covered under our policy (such as utility connections at our rental accommodation) and has not responded to objections regarding this. Claim manager has failed to follow up on reports that are being waited on despite us requesting they be chased up. We were told on the day we were to move into our rental (from serviced accommodation) that we couldn't move any of our contents as our contents claim hadn't been settled. So we have effectively been camping in our rental for the last 5 weeks. Alternative was to stay in serviced accommodation and then be out of pocket for the remaining time we need to be in temporary accommodation. Refused to pay out any initial essential items (such as bedding, mattresses, baby items etc.) to cover the time it would take them to assess our contents claim. Have been treated with disdain, impatience and made to feel like we are being unreasonable for expecting to be covered as per our policy throughout the process. We have a repair job that should take at most 2-3 months work, we will be lucky to be back in our house before Christmas, have suffered considerable financial strain due to the delays and claim mishandling, and the stress and frustration of the process has taken a toll on our family life, our marriage and our mental health.
Extremely poor service
I was claiming for workers compensation and discovered that unfortunately the company I work for had selected GIO.At no point GIO was interested in my claim, repeating over and over that I would received nothing.
When I was finally called by an agent from GIO, the only questions were about how much I was earning, not the circumstances of the accident. Clearly it was a waste of time, and their message was delivered with such contempt,
Hard claim process
I was with Gio for over 2 years but decided to move to other provider as I found out that the claim process is quite difficult. With damages happened within the insured period Gio had not ever accepted a single claim from me. I felt quite lucky that those were not major damages and it was not too late for me to find out and switch.
Hard Claim process
On 26 July 2013 a semi trailer took out some power lines in my street. The power surge destroyed everything in my home that was plugged in on a particular circuit, including large items such as computers and a washing machine. I rang GIO and the agent read to me the clause in the policy which stated that Yes, I am definitely covered for insurance in respect of this event.
Over the next few days, I spoke to three other GIO staff who also confirmed that I was covered, and during this time I submitted an Electrician's report, as they requested.... They told me to keep receipts for anything I purchased (replacement items), for reimbursement. An assessor visited and took photos of the damaged items and the kitchen bench which was burnt by an appliance. Having heard nothing from GIO, I phoned them today, 15 August, only to be told that I am not covered by their insurance because my damages weren't an act of God. They said they don't cover power surges. I asked the question "Why did 4 GIO staff members all confirm that everything was fine, and get me to submit an independent report from an electrician, and even tell me that they would help me get my $1500 excess back from the insurance company of the truck driver?" ... and now, today, say that I'm not covered because of the type of incident which occurred. The young woman just said that the previous 4 staff members all gave me wrong information and that they had no right to make comments to me about my claim. I am a pensioner and this has stung. My damages (to replace items plus be reimbursed for tradesmen's services,( e.g. the hot water system alone, cost me $1,240 to repair) amount to over $4000. There is no way I can afford to replace all of my damaged items.
They love taking the money and sneaking premiums up
I Agree with most on this site, I am currently dealing with GIO, and if I don't call them I'd never hear from them again, unfortunately I've been with this mob for more than 15 years and now I have a minor claim they are pulling out the "you should read your policy better" card...three weeks for someone to turn up after all that they reject the claim. I'm glad I found out what they are like before something serious happens and I am relying on them to help.....hope the ombudsman sorts them out..
Service non existent.
Watch out if you have a burst water pipe when insured with GIO (because you probably aren't). My water pipe broke under the front pavers (glad it wasn't under the concrete driveway) and I was told they can't cover me because the "liquid" didn't cause any damage. They had to dig up my front yard to locate and fix it ..... but that is not covered. If it had been in a wall and the water had caused the wall to get damaged, or if it had leaked onto carpets etc. this would be covered they tell me ..... but somehow outside the house water doesn't "damage" things.
A lot of mumbo jumbo. If they don't cover burst pipes in the yard or under driveways or slabs etc they should say so.
So far my policies past with GIO have been OK.
I have dealt with GIO in past & generally things have been OK (though never had to lodge a claim). Have left them with various policies over the years mainly because of pricing differences eg can get a better deal combining comprehensive / green slip policy, so we've come & gone over the years. Anyway had a new house built & thought I'd get a few quotes online. Online quotes stalled with most providers as the new property isn't listed on their databases. So the next option was to call the 13 numbers where I spoke to a series of unhelpful, some...times rude, obstinate people at most insurance companies. Basically it didn't matter that you had a letter from the local council (dated 2 months ago) allocating a street number, you just have to wait until the data base is updated if you want a policy However when I called GIO I found the opposite in a lady called Sarah who was everything good old fashioned customer service used to be. She took the time (unlike the other lazy individuals from other companies) to find a way to provide me with quotes for several of our policies, was polite, helpful & very professional, something the other insurance providers distinctly lack. If GIO continues to shape up we'll be transferring the rest of our policies over too providing the give us a competitive quote. Helpful Staff, reasonable rates
Appalling company to deal with - I also experienced delays and zero customer service. Every single time I phoned I was put on hold for ages! The workmen they employed to do repairs to my home were absolute animals and left a disgusting mess for me the client to clean up for them. There was also a 3 month ++ wait to have storm damage to my roof repaired - which only got done after I rang and arranged their contractor myself ???? they also tried to get out of paying my claim in full and when I asked the Claim Mgr to allow me time to check my rig...hts with the ombudsman and not to pay my claim out until I phoned back, she directed her accounts payable to quickly draw up a cheque so that she could close the claim before I came back to her..... minus the excess which I already had paid (and then had to send to them to prove it as they don't keep correct records)!!!!
Terrible - go elsewhere!!
Appalling customer service. Had to make a claim on stolen items. No regard for customer service at all. Delays, delays, delays, taking days to return phone calls, stuck on hold to bloody call centre for 15 minutes at a time, staff have no idea what they're doing, can't answer basic queries. Now two weeks after claim was lodged and it has gone exactly nowhere. I'll be taking my insurance elsewhere. Not happy!!!
Massive increase in premiums
I Recently received my renewal policy for Home and Contents insurance.It had gone up from the previous year by 22.84%. 2011 the premium went up by 14.48% and 2010 by 28.7%. That represents an increase of over 100% in 4 years.
Checking the net I found a saving of over $420 with another major Insurance Company for the same cover.
I think that the GIO has become very greedy and are relying on older customers who do not check their premiums every year.
Way too expensive
Unprofessional and expensive
We swapped our 3 policies to GIO 12 months ago. We were very happy with their prices and I had hoped that we found one insurance company we could stick with. Our Home and Contents policy was up for its first renewal and we were astounded to be informed that the price had risen by a astonishing 70%. Absolutely nothing has changed in this area in the last 12 months, and neither has our home. They gave us no tangible reason for this ridiculous increase, and we also found out they had listed both our cars at a address that does not exist (correct s...treet, wrong suburb). We can only imagine how many ways they would have denied any claim should we have needed it for either car. 12 months ago I liked their competitive prices. The inexusable increase in premiums
100% Increase in premium
After being with GIO for over 25 years I was shocked to receive my house and contents policy renewal and find it has more than doubled. As my risk has not changed I requested an explanation. Only received the generic response about risk profile, policy holders history etc. Then following a formal complaint I was told the premium rise was because the property was in a flood prone area. Funny that it had not been so classified previously and indeed flood studies suggest it would be safe in a 1 in a 500 year flood. Maybe gouging accounts for it.
When we attemped to make a claim the first problem was to get through to an actual person. Overall we've had 5x over 45 mins wait! We gave up 4 times, as we had to do other things as well. Then when we finally spoke to someone and after an assessor had come, they would come back to us asap(waited over 5 weeks, no response), then agian we had to go through long waiting periods on the phone and in the end (via a letter) the claim was denied, of course. Overall this denial took over 2.5 months! I don't even mind the fact that the claim got denied, but just the lack of response etc was the worse... Not impressed GIO! We are shopping for better home insurance now!
No sense of urgency, follow up, waiting times on the phone
Incompetent, unprofessional, rude, untrustworthy, unethical claims department
I can not believe how incompetent, rude, unethical, untrustworthy and unprofessional the people in the claims department is.
These people fit the insurance company stereotype perfectly.
They didn't honour my perfectly legitimate claim, there was a different claims manager for each time I called them or they called me, they didn't contact me when they said they would, and they had absolutely no idea of the T&Cs in the insurance policy and instead tried to lie to me.
I do not recommend them to anyone.
Incompetent, untrustworthy, lying, rude, unethical, unprofessional
We had all of our policies with Gio for the past 5 or so years and had never made a claim. We faithfully paid our premium every year. Recently we had an incident with lightning and our 5 year old washing machine was affected. I called Gio and was told to get a repairer to assess the washing machine and I was able to do that with the official repairer for Electrolux within the same day. When I sent the Electrolux report to Gio I was told Gio would have to send their own assessor. Could they assess the repair better than the official repairer? A ...week or so later and that was done. Now I had to hear back from Gio. Every time I called I had to wait on the 13 number for about 30 minutes to speak to the case manager James. The customer service and communication was unacceptable. After weeks and weeks of calls and $$$ from my mobile phone to this 13 number and weeks without a washing machine in our family I was told Gio would try to repair it first before deciding whether it needed to be replaced. Not even an apology. So now I was expected to wait how much longer for the Gio cheapskate unofficial repairer to come back? What a waste of time and money. I have since withdrawn all of my policies from Gio. Incredibly poor customer service - take the day off work that's how long you'll be on the phone waiting to speak to someone - painfully slow to process claims
I thought it was a joke
They won't pay your claim, fight you tooth and nail for every cent. But worst of all is the rude service you will receive.
Nothing is good about these guys
Not very good at all
Gio staff are certainly a poorly trained group of fellas. Their lack of care for their clients and use of basic common sense is embarrassing. Over and over again I was treated unfairly by a couple of their 'managers' (I wonder what sort of training & qualifications they have to have this title, my guess is nothing).
Save your time and money and go with someone else.
Not much at all, although I did like the 'manager' being available every time I called
Poor poor poor, untrained staff, untrained managers. Unaccountable depts with no direction.
GIO has set new standards in how NOT to treat a client. Their service was simply terrible. The staff seemed to be no more than high school kids playing grown ups (unknowledgeable, arrogant). I think they want to impress their manager by not approving claims just out of spite.
I'm dismayed that I could be treated as an enemy of the state for simply making a claim, due to no fault of my own. What exactly is the point of having insurance and agreeing to terms in the contract, if they will disregard and force me to spend time and money taki...ng it to court. I ask for nothing more than what was agreed in the contract, nothing else. Maybe that works for them, who knows? But as far as I'm concerned, I've cancelled my GIO policy and have signed up with another company that will hopefully appreciate my business. It would be nice to be looked after by staff that know what they're doing and have some concept of what the law is. Perhaps a lot more training is needed. If there was a zero (0) I'd give it to them The price for insurance was relatively competitive (I thought at the time anyways) Unfortunately, I had to make a claim and I realised that even a $1 premium was too much to pay if they simply refuse to pay
Other Home and Contents Insurance
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