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Vic Enforcement OfficerVictoria
The worst vehicle insurer in Australia
I am comprehensively insured with CGU. I had an accident where the other driver was at fault. Communication is absolutely terrible. You speak with offshore human robots in Manila that don’t waver from their script. Anything they can’t handle is referred to assessors that don’t make contact with you as promised. I have been waiting 2 months for repairs. Be warned, CGU is part of Insurance Australia Group which includes SGIO, SGIC and Swann Insurance amongst others. I got on to CGU when I was police officer through Police Credit in Victoria (now...Read more
Bankvic). I’ll be letting Bankvic know that an insurer they recommend is the worst I have ever had to deal with and once my claim is finalised. Never, ever again will I insure with this company or one of the other insurers that are part of insurance australia group (iag). Emergency service workers and government employees stay well away from this insurer and other iag insurance companies.1 comment
Similar opinion? Write a review on ieatwords.com.au!
Poor insurance company
My car was stolen for two months,Without compensation, they also asked the investigator to conduct a comprehensive investigation of me, including your income, your friends, call records,After two months, the police found my car. I need some repairs. They still try to stop me from repairing.I haven't fixed my car until now.During the claim period, you must pay for your insurance.Don't apply for this insurance company. They only try a thousand ways to make no claims! Very bad
1 comment
Care TeamCGU
Hi Julian, for any theft and malicious damage claims we need to follow proper steps and procedures to prevent insurance fraud. This helps keep all of our insurance premiums down so our customers are n... Read more
ot paying for other peoples fraudulent activities. Insurance is a 12 month contract, choosing to pay monthly does not change this so to keep your contract valid you must continue to pay your instalments. Another example of this is if your claim is a total loss any unpaid premium is deducted from your sum insured that is paid. This is all included in your Product Disclosure Statement provided when you start a policy and when you renew one as well. If you would like help with your claim please message us on our Facebook page https://www.facebook.com/cguinsurance/ and let us know you have come from Product Review and we will help there. ~ JonoSimilar opinion? Write a review on ieatwords.com.au!
WarrenMelbourne
- 4 reviews
- 6 likes
CGU got my policy wrong after a month, yeah right.
Hit from behind 1 month ago agreed a figure after 3 weeks CGU got policy wrong and I have to deal with 3rd party insurer Asked to get pictures of car but it has moved from Dandenong to Pickles Dodgy.
1 comment
Care TeamCGU
Hi Warren, not the way we want you feeling during a claim. If you would like us to chase it up - please message us by going to https://www.facebook.com/cguinsurance/ and let us know you're from Product Review. ~Natalie
Similar opinion? Write a review on ieatwords.com.au!
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nothappyjanGreater Melbourne (Metropolitan), VIC
- 2 reviews
- 3 likes
Never again with this insurer
I made a claim after being involved in a collision. Imagine my horror when told less than 24 hours later by my "case manager" that they DON'T investigate and only go on the statements. As I said my INTENTION was to merge, the person who's supposedly supposed to work for me deemed me to be at fault. I hadn't changed lanes, the person on the phone who I initially contacted had written it up as I had, the email that I received said that I had, when I queried that and asked it to be changed, nothing was done. 85 days later when I ring to find out w...Read more
here the matter was at, was told it had been closed within days, had not been investigated because I was at fault and the other party had already been paid. When I escalated the matter was told that the initial woman who made the decision had admitted my liability to the other insurance company within days, had not sighted a statement or diagram at all, I was told she would be "retrained". When i pushed further was again told that the guy who was looking into would not change the decision, had not sought any CCTV footage himself had not read the statement or seen a diagram from the other party. Also stated if I could supply the CCTV footage or wanted the phone calls listened to I had to pay! Needless to say I have cancelled my car insurance and home and contents policies with this company and hope anyone else considering this company be very cautious, they're not working on your behalf at all.1 comment
Care TeamCGU
Hi nothappyjan, I appreciate how frustrating your claim has been. I am sorry to see you have already left us as a customer. But if you would still like to escalate your complaint further please Please... Read more
PM us with your policy/claim details to our Facebook page via messenger: https://www.facebook.com/cguinsurance/. Just let us know you're from Product Review and include your name, DOB, address and contact details. ~ JonoSimilar opinion? Write a review on ieatwords.com.au!
SarahSouthwest, VIC
Terrible doesn’t even begin to describe this company
3 weeks ago a CGU client ran into the back of our car. Our car is unable to be driven. My husband was waiting so long on the phone to get through to CGU that twice he gave up. When he finally got through he was told there was “a hold up” but no further details. CGU have made no effort to contact us despite photos and their form being forwarded from the panel beaters.
We a struggling with one car- 2 of us working full time and a school child. We are NOT at fault!! Why should we be made to wait! Disgraceful lack of service and understanding. Would never insure with CGU
7 comments
Care TeamCGU
Hi Sarah, thank you for bringing this to our attention. I Appreciate our Settlements line can have long wait times and absolutely understand how important your car is for your family. If you are not a... Read more
t fault you are still able to go through your own insurer and have them liaise with us on your behalf. This will save you the trouble of managing the claim yourself particularly since you already have a relationship with your insurer. They should also be able to provide you a hire-car and have the cost of the hire car included with the cost of repairs. Alternatively if you are uninsured or would like to continue with our settlements team for another reason our Social Media team can reach out to our Settlements team to contact you to help. Please PM us with your policy/claim details to our Facebook page via messenger: https://www.facebook.com/cguinsurance/ /. Just let us know you're from Product Review and include your name, DOB, address and contact details. ~ JonoJono I realise your job is to try and help however nothing you have suggested was remotely helpful. I wasn’t able to put all the details on my first statement as it was too long and complicated. The b... Read more
ottom line is it should never get to the point that people are SO frustrated they complain. In my job if I treated my clients as CGU has treated us I would have been fired long ago! It is now over 5 weeks since our accident and our claim is still not resolved. The assessor gave his estimate to CGU over a week ago. Still we have heard nothing! Even when we receive any reimbursement it will never be enough to replace the reliability of that car nor will it compensate for the incredible inconvenience your lack of service has caused.Care TeamCGU
Sarah, we can definitely understand your frustration and apologise that 5 weeks on and your claim is still not sorted. As Jono has earlier mentioned we are more than happy to escalate this and get you... Read more
r claim looked into and chased up for you. If you wish to have us pass your details onto the settlements team, please Facebook PM us your details. ~NatalieSimilar opinion? Write a review on ieatwords.com.au!
AngelinePerth, WA
Hopeless service from CGU
we were with CGU for over ten years. we have never make a claim until recently i had a car accident and i was my fault. CGU was quick at getting my car fixed but did not deal with the third party insurer properly. I was told by the third party insurer that CGU did not even respond to her emails and phone messages. Eventually I received a letter from the third party insurer that i must respond within 7 days otherwise they will take legal action against me. Cant understand why they are not doing the work when all information have been given.
An...Read more
other thing, they keep putting me on the phone to people who either can't understand or speak English properly or people who have not idea what is going on with my case. Absolutely hopeless company. we are changing our car insurer. CGU, not recommended at all.1 comment
Care TeamCGU
Hey Angeline, we're disappointed to see this experience has left you feeling this way! Has the matter with the third party insurer been sorted yet? If not, we can help you get this looked into. I'd ju... Read more
st need you to contact us via our Facebook page: facebook.com/cguinsurance with the claim number. Hope we can help get things back on track here Angeline! ~JamieSimilar opinion? Write a review on ieatwords.com.au!
kumarSouth East Queensland, QLD
one of the worst cgu insurance case manager totally no knowledge
hot line doesn't work. I have been hung up on several times. I have been waiting in line for more than 45 min.
Your team doesn't resolve anything. Doesn't call back when they say they would. Dragging out to pay for my claim and I can't get my car repaired
Absolutely ridiculous and useless company. one accident aske pay do claim to spertate what a joke.. give me a date to fix car next may 8th 2022... they said not sure what will happen . no contact nothing further information
1 comment
Care TeamCGU
Hi Kumar, sorry to hear you are unhappy with your claims experience. If we can help, please PM our Facebook page with you claim number, name and address and we can escalate your comments to the claims... Read more
manager to hopefully get this resolved for you as quickly as possible. ~KazSimilar opinion? Write a review on ieatwords.com.au!
ChrisVictoria
Appalling experience - still dragging on through numerous communication breakdowns
Having been with CGU for years we will be looking elsewhere to cover insurance for all our family and business vehicles. I'm in the middle of a vehicle claim that has been ongoing since October and am appalled at the repeated communication failures that continue to this very minute. From the telephone system being in a state of disrepair and not up to the task (almost guaranteed to get cut off during a transfer then told repeatedly that it is a 'hot transfer' issue that has been going on for months) ..... to the photographs of my car being sent...Read more
through to the assessor and getting lost in the system .... to finally being reunited with my car and literally not recognising it as the smash repairer had resprayed wrong colour as he was never given details or photos of the car .... to the seemingly endless following up as the 'promised return calls' never arrived ... to the unanswered emails ... I'm on the phone now and the CGU rep on the other end has blamed a previous colleague for not being 'much chop' and keeps calling me 'love' [I am not your love; I am a customer] ... to the complaints process being directed to the wrong person. How CGU survives in the modern world of business is beguiling. I suspect I'll get a note saying "Thanks for the feedback and we're sorry ... blah blah ... please contact us on facebook. No, I don't use FB for that and no I'm not calling yet again to discuss and never hear from anyone again. CGU is a broken entity and I would recommend people take their business somewhere else.3 comments
Care TeamCGU
Hey Chris, we are sorry to hear this experience has been so lengthy and frustrating for you and do want to help. We do ask customers to contact us with their details via Facebook as this is a public p... Read more
age and we don't want them sharing their information here. However, if you don't mind, you can just post the claim number this complaint is referring to? We can then follow up on this with the right team for you and have someone call you back within the next 2-3 business days. We know you're very upset and really do want to help any way we can here. Thanks Chris. ~JamieHi - I am not using Facebook and already have a complaint in process. I’ve heard the ‘We’ll get back to you’ and heard nothing to date - just excuses of why a ‘former colleague’ was below par and shif... Read more
ting the blame. As I state in my comment, CGU’s communications are a broken entity. ChrisCare TeamCGU
We understand Chris and are sorry to hear we have let you down so much and lost your trust. If you change your mind and would like us to follow up on this complaint for you, just let us know. As I sai... Read more
d, you can just leave your claim number here and we can go from there. Thank you. ~JamieSimilar opinion? Write a review on ieatwords.com.au!
P M R
- 2 reviews
- 4 likes
Absolute Sh*t
Phone line doesn't work. I have been hung up on several times. I have been waiting in line for more than 45 min.
Your team doesn't resolve anything. Doesn't call back when they say they would. Dragging out to pay for my claim and I can't get my car repaired
Absolutely ridiculous and useless company
7 comments
Care TeamCGU
Hi P M R. Thank you for sharing your experience, it's certainly not to the level we aim to provide. If you would like more assistance with your claim use this link to our Facebook page to reach out vi... Read more
a messenger: https://www.facebook.com/cguinsurance/. Just let us know you're from Product Review and some more information about your claim. ~ JonoHi,
I don’t need any help!
I need your ‚case worker‘ to do his job and finish my cad without stalling so I can finally get my car repaired. ... Read more
Care TeamCGU
We appreciate you're very frustrated P M R and we do want to help. If you change your mind and would like us to follow up on your concerns with the claims team for you, please PM us via the link above... Read more
. We aren't directly a part of the claims team but we want to help any way we can. Thanks P M R. ~JamieSimilar opinion? Write a review on ieatwords.com.au!
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jo l cCentral, SA
- 19 reviews
- 1 like
- Comprehensive Car Insurance
- Verified customer
Make the process more stressful, upsetting and horrible.
We decided to use cgu after getting a small discount through our bupa insurance. Unfortunately my husband was involved in a accident and our car came off worse. First thing i did once we did the police report was ring cgu. The first lady was helpful and polite and after taking details let me know that the claims officer would be in touch with in 1 business day. They were. They explained that it would be 2 to 3 business days for the assessor to be in touch. After that i got a email disputing the claim from the other driver. So i rung cgu and sai...Read more
d that we were at fault. I was told i needed to pay the $600 excess asap, otherwise my claim would no proceed and then emailed a invoice for the $600. I paid this the next day. I then rung them that day and was told to give it a day for the money to show up. On the friday, 4 days after accident the crash repair company rung and said that the car would be looked at that after noon. It was, and at 4:30pm we rung them and was told it looks fixable. Rung Cgu about the excess payment, told its still not it. Monday morning (yesterday) i got a call from the crash repairer who informed me the car is a write off, come get your stuff and plates so we can move it to the yard for the cgu assessor. We rung cgu that afternoon, still no excess and then i was told that they will just deduct it from the payout. Not once since the wednesday has cgu rung, i don't know where the car is, i don't know where my $600 has gone. I have 5 children and it was the family car, so right now i can't get them anywhere. We did eveything right and everything that was asked only to seem very let down by this company, i am now moving the hubbys work car insurance and the contents insurance to another provider. Update for Wednesday 6th of Feb. The car is now getting re looked at in their "yard", after my husband spent another 20 minutes on the phone to them. Again he had to call. And threaten to take the matter further. the lazy crash repairs had report for 5 days and no one at cgu would think to ring them and ask about it. The assessor who rang me this afternoon was very friendly but again I'm still in the dark as to what is going on. All I want is to know if it is a write off or if it's going to be fixed. So far one call from cgu and one call from the assessor. And 2 from a useless crash repairer. I have also been informed that I was not informed that I could choose my own crash repairer. On the first call I was asked if I wanted my car towed to the closest cgu approved repairer. Which is 20 minutes from where I live. I only found out after the crash and car was removed that I didn't have to use who they told me to take it to. Who had a report for 5 days and then rung to tell me it's a write off with out actually getting cgu assessor opinion on first. And that getting me to remove plates was jumping the gun. Update 14 Feb. Nearly a week after being told it's a write off we are no closer to getting the pay out so we can start getting a new car. I HATE CGU. STAY AWAY3 comments
Care TeamCGU
Hi jo l c, thank you for taking the time to review our product. If you would like the Social Team to escalate your concerns to the claims team you can drop us a line on Facebook Messenger. We don't ... Read more
directly manage claims but can certainly pass this on to a claims manager on your behalf. You should be feeling supported during your claims process, not how you have been left feeling. I hope we can reach a good solution for you soon so you and your family are back on the road ~RenaeThanks for the response, my claim was finally sorted, but company still took premium payments after the case was closed, still waiting on my refund.
Care TeamCGU
Let us know if you don't get the refund resolved jo~Renae
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williamSydney
CGU/HBF the worst applying experience
Caveat: HBF and CGU is purely the same. CGU is the insurer for HBF. HBF quote was $2/month more expensive although I got a 5% discount from them due to home insurance :-) PDS, which I read from and to, is 1 to 1 among those. HBF, by the way, when did copy/paste lost some statements' endings :-D
Tried to apply via the CGU Website. For my brand new Tiguan Wolfsburg Edition 2018 + extras the maximum they offered in agreed value was ~$59K when I was paying $65K. The thing is, the car actually MY19 but was manufactured in Dec 2018. In REGO it's 201...Read more
3 comments
Care TeamCGU
Hi William, thank you for your review and we are sorry to hear you have left us for another provider as we were unable to provide you with the agreed value you wanted for your vehicle. We will be sure... Read more
to let them team know about your experience and thanks for taking the time to share this. ~KazDear Kaz, was it actually possible to make amendments? Your reply is about nothing. Apologies but I do not see here that you would resolve such issues for other customers in the future.
Care TeamCGU
Hi William. Unfortunately it is not always possible to insure a vehicle for the price that our customers would like to. There can be sharp differences in vehicle's prices depending on when they were m... Read more
anufactured, imported or even registered. I understand this can be frustrating however it looks like you followed the right steps by speaking with a manager to see if there was any other solutions for you. As Kaz has said we have passed your experience on to the underwriting team as feedback to identify way to improve for the future. But as I mentioned it is not always possible to insure a vehicle for the price a customer would like. ~ JonoSimilar opinion? Write a review on ieatwords.com.au!
Tara Grove
- 2 reviews
- 3 likes
- Car Insurance
- Verified customer
Terrible claims experience
Would not recommend Cgu as a Insurance company.
My claim has been going for a month I am not closer to finding out if my car will be a write off or repaired the car was towed 3 weeks ago to a repairer after numerous phone calls of cgu wanting me to drive the car without tail lights and a front and back windscreen.
The repairer they towed it to apparently cannot assess hail damage so was advised the car will be towed to a hail cente 50 mins away.
Car has been there 5 days and has still not been assessed.
They cannot tell me where my car is how it was kept if has further water damage from being left in the rain.
...Read more
1 comment
Care TeamCGU
Hi Tara, thanks for your review. That certainly does sound like a long time to wait. Could you PM this page or our Facebook page with your claim number so we can escalate your complaint to the claims ... Read more
manager so we can see if we can get this resolved more quickly for you. ~KazSimilar opinion? Write a review on ieatwords.com.au!
Gary AyreGreater Melbourne (Metropolitan), VIC
- 6 reviews
20% Premium Increase
After 3 years with CGU (as underwriter for Bendigo Bank Insurance), with no claims (ever!), I was surprised when my annual premium increased by 20%. When they were phoned I was given the usual, pre drafted, spiel about the cost of repairs increasing, I am getting older (a major insult - I am 63 and still working), the car getting older (4 year old Mercedes), the area I live in being high risk (I haven't moved) and the fact it is financed (no it isn't - but why should that matter?). One phone call to one insurance company and CGU's premium was a...Read more
lready reduced by 28%. Penalising loyal customers for being loyal and not claiming isn't a sound business model. On face value the cost of the banking enquiry is being passed on via secondary products.2 comments
Care TeamCGU
Hi Gary, thanks for your review regarding your renewal premium. Our underwriting team determine your premium according to the data they evaluate. Your insurance premium is based on the likelihood of a... Read more
claim being made on your policy in the future. The rating factors which affect your premium are indeed the age and make, model of your car, the location where the car is kept and the driver age and driving history. Every company offers different benefits and features with their policies so pricing will differ from company to company. We will be sure to pass on your thoughts to the team, thanks again for sharing your comments. ~KazKaz, based on your assessment I am an ageing driver with a poor history driving a poor car in a poorly rated suburb - otherwise there is no justification for a 20% increase in premium. Surprising, giv... Read more
en Mercedes is a well rated vehicle and I have never had an accident, let alone a claim and my suburb is deemed low risk (I checked) and I drive less than 5,000km per year. Perhaps my luck is due to run out. I have insured with a competitor at a 28% discount to your quote (and a reduced excess by 25%). No need to respond.Similar opinion? Write a review on ieatwords.com.au!
AngryPerth
Medical treatment
My child had an accident almost causing near death 4 years plus. CGU is the insurance company for the company. Having to deal with these monkeys and still today they have treated my child like a nobody and have made my child feel it too. They continuously send him too specialist after specialist which is causing more harm to my child mentally and physically. I wish there was someone whom has had an accident like my child that works for CGU that can relate to my child as I know these office monkeys sitting behind a desk is only reading from a bo...Read more
ok and not the reality of the situation. We just want this company and employer to fix what they know is wrong with him but like to take the piss out of a person who was normal but now suffers PTSD and other serious medical symptoms. Believe me if my child even thinks of suicide or succeeds we will ensure CGU and the doctors CGU pay off will be legally held responsible. CGU is good for nothing.1 comment
Care TeamCGU
Hey Angry, sorry to hear about the accident to your child, we wish him all the very best with this recovery. We would like to escalate your concerns to the correct area, could you PM this page or our ... Read more
Facebook page with full claim details to allow us to do this, many thanks. ~KazSimilar opinion? Write a review on ieatwords.com.au!
Horrible
I have had the worst experience on the phones, they allowed me to create a policy but not under my name so i couldn’t cancel it:/ and then getting through to them was terrible. Plus there are no benefits, I put it on hold for a few months as my car was off the road temporarily and then they put me back on the road and charged me a heap of backpayments out of my bank without my permission
2 comments
Care TeamCGU
Hi Cassandra, thanks for your review. Sadly we cant put policies on hold so you would have needed to cancel the policy if you no longer wanted to insure the vehicle. Only the policy owner can amend an... Read more
d cancel the policy so if you chose to create a policy in another name, they would be the ones to cancel. ~KazStill not happy with how this third party communication went... lacking highly
Similar opinion? Write a review on ieatwords.com.au!
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Customer service is terrible!
I called to ask one question regarding the details of my policy and the person who I talked to was super arrogant and impatient. The only answer he gave to me is to ask a lawyer!!! My enquiry is relating to the policy details, why should I go to a solicitor? This is the worst customer service I have ever had!!!!!
1 comment
Care TeamCGU
Wow Joan, that certainly doesn't sound like the level of service we strive for at CGU. If we can help with a question about your policy please send us a Facebook message and we can help. ~Kaz
Similar opinion? Write a review on ieatwords.com.au!
James BAustralia
- 5 reviews
Stalls at Every Step of Claim Processing
As a person assisting a claimant, I can say CGU is possibly the worst insurance company I have dealt with in 25 years. CGU under-valued the vehicle, claimed it had tried to contact the claimant when it had not, claimed it had not received information from the claimant when it had, and on multiple occasions delayed for days or weeks on quick administrative processes unless we phoned CGU and complained about nothing being done. If you insure with CGU, expect to have to do this over and over and over again for every step of the claim process. If C...Read more
GU staff need something from you in order to take the next step in the claim process, they probably won't tell you. They'll probably wait until you ask why nothing's happening. Then they'll do nothing with what they receive until you phone them again. When they say they'll process a payment "right now", that means they'll submit it to two authorisers, which will take more time. Then, after that, they will say it takes 3-5 days to reach the recipient's bank account, when there's no justification for that. And this is all after they've already done nothing for nearly a week after receiving what they said was the last documentation they needed - when the crash was 2 months ago. I have virtually no evidence that this company does anything required of it until a complaint is raised indicating that it hasn't been done.1 comment
Care TeamCGU
Hi James, sounds like you have had a very frustrating experience. We certainly do not want our customers or assistants feeling like that. If the claimant would like to PM via Messenger their person... Read more
al details and claim number we can refer their complaint on to claims, and escalate to Management on their behalf. ~RenaeSimilar opinion? Write a review on ieatwords.com.au!
JDYBrisbane
Slow and Dumb
Two weeks since the non at fault accident and CGU haven’t even bothered to check to see if the vehicle is at the destined repairer. The extra cost car hire inclusion in the policy is a joke too. It only lasts for 21 days - come tomorrow 14 days would have passed and our vehicle is still left in no mans land. Urgency or follow-up is sadly not a priority of CGU’s. Avoid!
Get this too, we must fork out of our own pocket the cost of car hire for any period over the poultry 21 days CGU offers and then try to claim the cost back from the at fault p...Read more
1 comment
Care TeamCGU
Hi there, thanks for the review. We are sad to hear about your recent claim experience with us. We can see why you are frustrated, not hearing from your insurance company during a tough time just adds... Read more
fuel to the fire. We don't feel comfortable leaving you feel this way and would like to help. Please feel free to PM us your claim and contact details. I can organise a call back from our claims team for you to discuss your concerns and next steps within 24 business hours. We are keen to get the feedback to the consultants who you have spoken with during the duration of the claim too. Happy to help! ~RubieSimilar opinion? Write a review on ieatwords.com.au!
GregSPerth
- 5 reviews
- 1 like
1 1/2 hours (2 calls) to transfer to my new vehicle then see what happens
Over 7 years with CGU. I thought I had my new car covered from 08.11.2018 but then I get a cancellation letter dated 13.11.2018 in the mail saying cheque to follow. It was suppose to be a simple transfer from existing car to a new one and at no stage did I request cancellation per the latest letter. I dealt with Liz based in Manila, Phillipines who advised me of the e/premium $109.95 & I tried to pay but she said I could not as I had to wait for the paperwork to arrive (5-10 days) so I could check it’s accuracy & then I could ring up & pay. Pol...Read more
icy would be a new one (internal system generated only) but I would keep the same policy number. So I am not really sure now whether I am covered or not. I suppose another call needs to be made tomorrow the 16.12.20183 comments
Care TeamCGU
Hi Greg S, I just replied to your other message saying your policy number would be included in this review? I am unsure if the system has automatically hidden it for privacy reasons? To be able to ... Read more
look into this matter on your behalf I just need to locate your files. Thanks in advance ~RenaeAfter another 3 calls & another 1 hour & 35 minutes on the phone talking to 2 people in Manila & finally one in Australia I cancelled my cover. Hard copy documents when received were wrong along with ... Read more
system and staff not knowing what they are doing and revised premium was over the top. If I could rate my experience it would be no stars at allCare TeamCGU
Thanks for letting us know GregS, we are really sorry the service you received was not up to scratch, we will be sure to pass on your comments. ~Kaz
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BerievAdelaide
- 2 reviews
- 2 likes
On hold
As I write this I'm on hold. It took 1 hour and 5 minutes to get through, and then I got put on hold again. 1 hour and 42 minutes later, I think I'll give up.
3 comments
Care TeamCGU
Hi Beriev, Sorry the hear that the phone lines have been so delayed. If there is anything the Social Team can assist with, please feel free to PM us via Facebook Messenger ~Renae
I don't use Facebook so not an option. The only reason I'm leaving this comment is to make you aware of how bad the delay is, otherwise you have no way of knowing.
Care TeamCGU
We appreciate that Beriev, we have passed on your feedback to the team to let them know. ~Kaz
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Questions & Answers
DON18asked
Hi there,
I understand that you're dealing with tens and thousands of claims due to unprecedented events recently. But I believe, there's no excuse when it comes to not resolving the problem on time. You guys have no patience when it comes to grabbing money from us. I pay over $2k for my AMG. I'm a disappointed customer just like thousands of others. I thought I was in the better hands due to the hefty premium I was paying. Now, I was wondering how long does it take to process a writeoff and replace my car with a new one with the current backlog? I need a genuine answer because I found a car to replace (same make, model & spec) and I'm happy to put a deposit until you sort out the payment for it. Please advise me correctly so I can work things out my way or else this won't get solved for months.
1 answer
Care TeamCGU
Hi Don, I unfortunately won't be able to answer that because every single claim is different. If you would like to me to escalate your claim and have someone call you about your write off vehicle can you please message us on Facebook http://bit.ly/2pbDydv and let us know you're from product review. ~Natalie
Angeasked
How long does it take to receive a premium back credit? Is this payed by cheque or does it go into your account?
4 answers
Care TeamCGU
Hi Ange, thanks for the question. Can you confirm if you are asking about a refund from cancelling or amending a policy or a settlement from a claim? ~Natalie
Hi, a refund when canceling a policy.
Care TeamCGU
Thanks for confirming Ange, we can refund by bsb & account where possible otherwise it's a cheque. The refund can take anywhere from 3-10 days depending on the method chosen. ~Natalie
Dom T.asked
Is there a branch where you can visit to talk to someone face to face?
1 answer
Care TeamCGU
Hi Dom, we don't have any branches to visit however if you click this link http://bit.ly/2pbDydv and message us there with your claim details we can have someone contact you to help. ~ Jono
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Care TeamCGU
Hi, I am sorry to hear you are unhappy with how your current car claim has been handled. I would like to find out more specific details about what has happened and have someone from our claims team co... Read more
ntact you to help further. Can you please message us on Facebook using this link http://bit.ly/2pbDydv and let us know you have come from Product Review. ~ Jono