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.
Super easy claim
Just had a super easy claim experience for personal electronics which I appreciated . Lodged Wednesday and received a call on Thursday. No hassles with the claim (noting I had already provided the required evidence) and staff member was very friendly and helpful.
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.
A company that help others during a pandemic
I called up GIO to tell ask if they have any financial relief for people whom effected by covid-19 and they gave me 3 month off, very unexpected thank you!
Have had no trouble at all
I have been with gio with a very bad car accident we had and I thought they were great and have just had a claim with flooring and again they were great have had no problems at all
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.
Superior service in every way
We have two tenanted properties insured by GIO in Castle Hill. Major storm damage in December 2018. One house almost fully destroyed with a tree smashing through 2 floors., The other one roof collapsed under a tree taking out a bedroom and bathroom.
GIO stepped in Immediately, made the place safe and organised quotes and builders. I did not have to worry about anything at all since then. The first house is now up and released. the second one they are still working on due to the size of the damage. Superior builders and excellent communications...
GIO claim service was friendly, proactive and helpful.
Our home was significantly damaged after the Berowra Heights 20/12/2018 hail storm.
GIO was friendly, proactive and helpful - During the claim process.
The face to face presentation organised by Suncorp, for hail damage affected customers, was excellent.
I have spoken to a number of Berowra residents affected by the hail storm. The Suncorp customers I have spoken with seem happy. There are a number of non Suncorp customers, quite unhappy.
Timely pay out on claims
We go with GIO primarily because of their flood cover.
We've had two significant claims with GIO over the years.
In both cases GIO paid a fair claim amount and in timely fashion.
Great insurance company
I have been with GIO for over 10 years, have had several home and 1 car insurance claim. They have been nothing but helpful and did everything by the book. I am totally happy with their service. From the moment I have lodged a claim, to the follow up they provide when making sure everything is on track is terrific.
Great people, empathetic and helpful staff when I need to claim
I’ve been with GIO for eight years and only recently cancelled my policy when I sold my home but I still hold their car insurance policy.
Over the last eight years I’ve had to claim twice, once was when I first bought a new home and got burgled soon afterwards, where the thieves took quite a lot of jewellery, computers and damaged a window.
The second time was when I accidently flushed my wife’s ring down the toilet and obviously couldn’t get it back even when I called in the professionals.
On both occasions the people at GIO were very...empathetic and responsive to my situation. The claim processing time was very quick and I was able to get replacements, repairs or payouts within a few weeks. One thing that GIO (and most other insurers) do, which really annoys me is the discounted rate you get when you join them online, which isn’t available at the time of renewal. However, GIO have been good to pass on those savings to me when I ask them about it and they’ve also applied other loyalty discounts to my account as well as upgrades to the policy when there are offers available. Overall I’ve really got nothing to complain about and I’ll definitely continue to use them when I get a new home.
Our experience convinced us to renew
We are not fans of insurance generally, but we have just renewed our Home and Contents policy with GIO, because of two claim experiences in the past year.
The awning on the back of our house was damaged in a hail storm - and GIO handled the claim professionally and smoothly, despite some problems sourcing material from the original builder and designer of the awning, a local Spanline franchise.
Then, in mid-August, our much-loved dog suffered an accident in the back yard and badly injured his spine. Faced with substantial veterinary bill...s, we contacted GIO to check on the pet insurance in our Home and Contents policy. It took only three calls and an email - and a payment was placed in our bank account within days. Admittedly, these were both smallish claims, but they were handled expertly and efficiently in a helpful, sympathetic and friendly manner. Based on this experience, we cannot speak more highly of GIO.
My mothers claims
My mother made 2 claims for a flooded kitchen and had no problems at all they were prompt certious and provided skilled tradesmen and never increased her premiums she is verry happy with them
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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