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.
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.
Fair to poor claim experience
- policy was easy to setup online
- I have lodged 2 claims (both storm damage) with mixed experience
- policyholder for 7 years
My poor experience has been principally with GIO's 3rd party assessor HomeRepair (and subcontractors). I have twice found them to be untrustworthy, bordering on deceitful; with no option for reassessment &/or poor avenues for appeal. I see 3 or 4 other reviews also specifically referring to poor experiences with this company (e.g. reviews by chainsaw, Ron C, Phillip N).
A subsequent claim for rectification of failed ...repairs by GIO subcontractors (contrary to claimed "lifetime guarantee on repairs") was denied without recourse or appeal. See also similar review by Gino de Vera. However, another relatively minor claim was paid without difficulty. P.S. In the "deceitful" case I was later advised that the person no longer works for the company (read that as you may).
FIGHT FOR FAIRNESS!!!
On the morning of Friday 25 September 2020, I went out into my back yard for an unrelated matter and noticed that my 6 year old pool filtration pump which is on a timer was not operating as it should have been. A pool technician advised the motor had burnt out so I lodged a claim with GIO and paid the $100 excess. A GIO operator asked me when the motor burnt out. I replied I did not know as I only discovered it by chance. I stated that the pump may have burnt out several days or even up to a week ago. Later that day, the same GIO operator calle...d me and advised that on 25 September 2020 there was a lightning event in our area which was most likely the cause of the motor burnout and my excess was now $600 as per my policy. I protested that this was grossly unfair because it is impossible to identify exactly what day the pump stopped working which could have been as much as a week ago. The GIO operator persisted that the lightening event was the cause of the motor burnout and removed the additional $500 excess from my payout. I was outraged by this. I could have first called the Australian Bureau of Meteorology to discover on what dates (if any) there was a lightning event in my area and lodged my claim identifying a different date but I didn't because I am **NOT** dishonest. I later lodged a complaint with GIO regarding the unfair determination of my claim. The complaints operator agreed that as the actual date of the motor burnout could not be positively established, then only the $100 excess should have been deducted. She apologised for the initial determination of my claim and the inconvenience caused, and reimbursed the $500 excess. Until this incident GIO had always been fantastic in my dealings with them and thanks to the wonderfully understanding complaints operator, I am still with the company after 43 years.
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.
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.
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...
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
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
Noticing that our home/contents/landlord premiums had risen by over $60 per month I shopped around for the 1st time. We have had home/contents insurance for 29 years and made 1 claim (for a broken window in '84) in all that time. Have 7 policies with GIO. I have moved our home/contents/landlords insurance and am now paying $160 a month less. I wish I had been paying more attention in years gone past, rather than just automatically renewed our insurances. Also, there should be some incentive/bonus for people who never claim, or haven't claimed in 10 years. I will looking at the car insurances when they come up again!
Premiums were very high
Notified GIO that our rental property burnt down on Monday, Tuesday morning the property was assessed, Tuesday afternoon we were advised that there would be an investigation as their were suspicious circumstances, Thursday afternoon we were advised that the investigation has been completed and the claim would be paid. Four days.
Rental income was paid ongoing until the claim was completed within three months.
We could not have been happier with GIO. GIO were very caring and kept us informed
Used them for 30-odd years and never had a problem.
Had about three claims for storm damage, no problem. Assessors really helpful. Never had any reason to go anywhere else. Premiums competitive.
Efficient and helpful.
Like any insurance company, don't pay unless they have to.
The service over the phone was courteous and efficient. I was very happy with their helpful and friendly management of my claim
Following a burglary in which a window was broken I contacted GIO on a Sunday afternoon. They organised a glass company to immediately replace the broken window and processed my claim over the phone. I did not have to do a thing. The service was outstanding with absolutely no inconvenience to me.
Have had insurance for around 6 years and our first claim was made due to washing machine flooding and causing damage to our timber floorboards & some carpeted areas. We had to have all of our floorboards replaced and accomodation was organised to move out for 4 weeks. This was all satisfactory. What really made us upset was that we confirmed with GIO the move in date and time 3 days before, turned up and it was not ready for us to move back in. We have two young children, so we made sure we got the go ahead to go back. Got back in the next...day, house was not cleaned properley, we had to have the walls repainted, and our benchtops had been scratched. GIO did not take any responsibility and kept passing it on to the contractor, with no follow up or support from them. We had to make each contact with them. Now our diswasher has been ruined due to re-installation and no-one will accept responsibility, and GIO says there is nothing they can do. Plus there is still no follow up on our benchtops. So much for all works being guaranteed. work was attended to in good time period from date of claim there is no follow up by staff, no-one calls you back, no interest in keeping their customers happy.
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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