My car was stolen and when it was recovered it was towed to CGU's authorised repairer - 40kms from the city in an area with no accessible transport. After 12 weeks and weekly phonecalls to ask for progress reports I finally get my car back. 12 weeks- must have been a lot of damage I hear you ask? The damage bill totalled $2600, mostly paint for some scratches and new keys. So for 1/4 of the year I had no car and no compensation. Worst insurance company I've ever had the misfortune to deal with.

My parked car got hit by an old man just before Christma, unluckily CGU happened to be the insurer for the old man. My insurer is waiting for them to acknowledge liability and pay for a straight forward incident, but never happened!
If you have any issue with these clowns regards the following:
-If you gave instructions and they weren’t followed.
-Where you dispute liability for a car accident or insurance excess.
-Delays in making a decision.

Try to make a complaint online directly to AFCA (Australian Financial Complaints Authority)

They are lazy, inefficient, liar and time killer. Keep me on hold everyday for 20/30 mins and nobody talks to me finally. Such a rubbish company in Australia, can't believe it!

Lodged a claim on 20th January for hail damage, was told the "partner" repairer will contact me within 24 hours to book for an assessment. 2 weeks later receive a call from repairer whilst i was having in a meeting and couldn't pick up. Try to call back repairers to no avail, as i keep hearing the automated message. Called CGU if they can help me book the assessment on my behalf they said no and apparently the best they can do is send an email to repairer which i already did and obviously repairers don't reply emails too. It's been one month my car have not been assessed for damages can't wait to see how long it takes to get my money back from CGU if my car gets written off.

Went through our bank for car insurance with CGU. This was a mistake. CGU are dishonest, slow, inefficient and apathetic. We are currently working through a claim. CGU for the most part won't communicate with us, referring us to the repairer. The repairer refers us back to CGU. Our car is likely to be written off, but no one will communicate when an assessment will be completed. Avoid CGU, we are in the process of pulling all our policies from them. Couldn't imagine the people who lost houses in fires with CGU are dealing with.

I wouldn't give 1 star either. They never solve my problem and not even willing to solve the problem. I am waiting for more than 3 months to get fixed my car where the CGU's client at fault and CGU's response is "waiting for client's reply, so they can meet their obligations" and that "reply" is taking for that long and when I ask how long is going to take, they say "we don't know and we don't give time frame". Such a rip off company, liar, 0 customer service, lazy employees. You wait for at least 30 minutes to speak with the agent, when they answer your call, they even not apologatic, instead they are rude and never solve your problem. Not recommended, stay away from this company, hope they go for bankruptcy.

Had a crash and now my car is sitting at home waiting for it to be towed and assessed and they still cant come after over a week so Im gonna tow it myself.

WARNING to steer away from CGU! Worst company ever! They will try and find any policy to try not to pay you what is rightfully yours. Even the top manager will fabricate his own policy to get away with not paying you and us workaholics cant afford expensive lawyers to fight against them. Do yourself and everyone else you know a favour - STAY AWAY.

We have been with this insurance company for 3 years and it is only when it comes to being involved in a car crash that you realise how unreliable they are. Signed us up for insurance telling us that an under 25 driver was insured. When it has come time to claim a not at fault collision, it has been rejected because the cover had 'inexperienced driver' not 'age' as the excess. We were not explained this at the time of commitment.
Contacted the company and was told because the original conversation occurred in person, not over the phone there was no evidence/recording and that we essentially had no rights.
Company doesn't care about customers, only about dollars.
Wouldn't recommend to anyone.

While customer service can be a little slow in responding (heavy workload possibly??) I am very happy with the value of the service provided to me. It's the first time I had to submit a claim and the outcome was excellent. Good repairer, good customer service by CGU in resolving the matter. Thank you!

The worst experience ever. I will never recommend CGU and cannot wait for the day I leave. CGU do not deserve a 1 star rating but that is the lowest I can give them.
Been with them 6mths.
I have contacted CGU over 10 times over 3wks and have never had a response.
There communication systems are call centres overseas and the assessor here never speaks to you. They have had my car 3 wks and they treat people with total disregard.
I contacted the financial obudsmen and they referred me back to cgu.
3 wks no car and no response from assessor after multiple phone calls and emails.
Never use this company is my recommendation.