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ShaleenSouth East Queensland, QLD
- Verified customer
Worst Service Ever - CGU and BUPA Contenst Insurance
I made a claim in the beginning of January. This process was relatively good in the beginning. A company was sent out to look at the damage. I completed the inventory list provided by CGU on 6/03/2020 and no repsonse since then.
Overall calling CGU number 132480 is so frustrating where on hold for hours with no reply. I sent number of emails with my Claim number and no response.
If your call gets answered then you get to speak to number of people who kept referring me to a different departments. Very frustrating. This is not the case when you...Read more
sign up, I have this policy for over 7 years with no payment default and no previous claim and this is how you are treated. Just to let you know that I have the ceiling damage which was with another insurer and that was fixed within 3 weeks and no issues. But the content insurance with BUPA/CGU is a nightmare. Please can some one look into this and sort out my claim asap.
2 comments
Thanks Natlie,
I do undertstand the current COVID19 environment however my claim was in January and before COVID19. And my experience dealing with CGU claims was a nightmare before COVID19 and that i... Read more
s why I am so frustrated. For my claim COVID19 should not be an excuse as this should have been settled long time ago as the claim is very small and straightforward.Similar opinion? Write a review on ieatwords.com.au!
SKJGreater Melbourne (Metropolitan), VIC
Terrible Customer Service.
I've had my home/contents insured with CGU for a long time. We had a storm damage in 2017 that was handled well, good service/policy value/trades etc.that was the end of my positive experience with CGU
After my 2017 claim, CGU increased my premium by an exorbitant amount without justification, and continued to increase it, when questioned they could not provide any justified reason. Now I'm paying premium prices for no customer service. We have a storm damage claim that occurred on the 20th of Feb 2020 (Long before the covid-19 situation ha...Read more
1 comment
Care TeamCGU
Hi SKJ, thanks for your review and for bringing this to our attention. It's great to hear you have had a great experience with our partner repairers and it is sad to hear that CGU has pulled through. ... Read more
We would never purposely ignore emails and I apologise your claim is yet to be resolved. Can you please PM us on Facebook your claim details and let us know you're from Product Review so we can escalate it further for you. ~NatalieSimilar opinion? Write a review on ieatwords.com.au!
caz
- 5 reviews
Awesome service. Would give more than 5 stars
When our roof was torn off in a storm, CGU was brilliant. They organized excellent accommodation, replaced all our contents and rebuilt our house. They could not have been more understanding and helpful. We've been with them for many years and I'm never changing insurers. I've recommended them to everyone I know. They also helped my sister with her landlord's insurance and were fantastic when she made a claim for water damage.
1 comment
Care TeamCGU
Hi Caz, thanks for the 5 star review! We are glad to hear you had a great claims experience and so did your sister. We hope to provide everyone the same level of service and our claims team work extremely hard. ~Natalie
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Dan the unhappySydney Surrounds, NSW
Liars and cheats storm damage
Policy easy to set up but once you need to make a claim my story sounds the same as others.We have been living in mouldy conditions since Feb 9 and my family are now sick with respiratory problems.They keep you on the phone for hours promise to get back to you and never do and make you feel like ending it all. They admitted that my claim had been mishandled but cant seam to act on it. There contractor LINX restorations told CGU they had taken up our mouldy floating floor, but that was not true. They said they had phoned us and it was our fau...Read more
lt for not getting back to them but they have no record of phoning us as they didn't, also not true. CGU do not follow up to see if the contractors acted and they hide behind there call centre of which is just enough to push you over the edge. After having spent over 15 hours on hold over 2 very trying unhappy weeks I have given up. This company CGU is also NRMA and IAG Insurance. Avoid at all costs Thanks for nothing1 comment
Care TeamCGU
Hi Dan, I do apologise that you have had a bad claims experience. We are experiencing higher than normal claims volumes after all the major weather events that have swept Australia.
Our claims team ... Read more
are working extremely hard to get through to everyone. If you are experiencing delays or continuous issues with your claim then please do send us a message on Facebook and let us know you're from Product Review so we can assist further. ~NatalieSimilar opinion? Write a review on ieatwords.com.au!
MeaganSydney, NSW
- 2 reviews
Awful service. Do not use this company. Worst ever
I made a claim in the beginning of January. This process was relatively good. A company was sent out to look at the damage. I signed the forms. I have not heard anything since. I’ve called the company a few times who said there was a mix up with paperwork and they would get back to me. This was weeks ago. I contacted CGU today to try and sort it out. I was on hold for 1 hour and 40 minutes after speaking to 4 different people who kept referring me to a different departments. It was absolutely unbelievable. In the end I was told someone would ca...Read more
ll me back. This was an hour ago. When I asked where the call centre was. I was told they were in the Philippines. I have had some bad customer service in the past. But this is next level. My matter is still not resolved. I will be cancelling my policy very soon.3 comments
Care TeamCGU
Hi Meagan . I am sorry to hear about the lack of communication and follow up on your claim. That certainly sounds frustrating. We would like to organise this to be looked into and someone to contact y... Read more
ou back to avoid you wanting on hold. Can you please PM us here with your policy/claim details. Or use this link to our Facebook page to reach out via messenger: https://www.facebook.com/nrmainsurance/. Just let us know you're from Product Review. ~ LizzyThe claim number is CGU202253428 Which was approved and johns lyng building solutions came out. They emailed me the paperwork and I signed and sent it back with the excess. This was on 29th January. I... Read more
have been in touch with the company 3 times asking what’s going on. They emailed me with a link to see what the status of your job was. This link did not work.Care TeamCGU
Thanks Meagan, I have emailed your details through to a claims specialist asking for assistance. Have a great weekend ~Renae
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MattNathalia
Storm Damage Claim
Terrible service. Had to constantly chase up claim with no replies. Sent out 3rd party building assessor who suggested to reject claim as I had opened up roof and ceiling to try and prevent further flooding and claimed this had contributed to it. I pay the premium insurance with incident cover and this is the second time CGU have wriggled out of an incident claiming it was not valid. I do not recommend them.
8 comments
Care TeamCGU
Hi Matt, thanks for the review & for bringing to our attention. I do apologise, it does sound like we have let you down with your claim experience. If you aren't happy with the claim decision, there ... Read more
is a dispute process outlined in your final letter and is the best way to dispute the decision. ~NatalieNatalie, with your assessor providing untrue details and claiming a roof construction is not to code when I have a certificate of use from the council, a drain blocked that wasn't, I cannot see the re... Read more
view making any difference. You are not there to help the client despite taking out the premium policy and fee. Everything is your way and I do not see the value of having insurance as I do not need to to cover a loan. You have every reason including false assessment to reject a claim.Care TeamCGU
Matt, if you aren't happy with the decision and don't believe a review will be done fairly if you dispute it you do have a right to head to AFCA where they will do their own independent review for you. ~Natalie
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Terrible service
Had to make claim for water damage.
You bump me off to a building company who are also crap.. premium premiums and get a budget fix!
Anyway living in mould,you ripped up a small area of carpet, you want to cut out a small area of damaged gyprock wall, without looking if frame is still structurally sound .
How the hell are you going to be see why the water metre is off the charts on same wall but in kitchen if you don't take down one side.
After all these years i think it's time to find a new insurer for home and cars.
3 comments
Care TeamCGU
Thanks for the review, we appreciate you letting us know about our builders works. I can understand that your recent experience may not want you to renew your insurance policies. Our builders work ext... Read more
remely hard to find reasons for damage and to ensure all damages are fixed. If you are having issues with the building works or assessors please do contact claims on 132-480 and they can assist you further. ~NatalieDo not insult me!
Almost 4 hours now waiting for a contractor from Rizon to come and cut out a damaged piece of gyprock, that’s how much your company ensures that damage is fixed properly. You Don’t... Read more
Care TeamCGU
Sorry to hear that Not happy jan, we hope that your building work is rectified asap ~Renae
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JasonHunter Region, NSW
Don't pay when you claim!!
After moving house we found that there had been accidental damage to some furniture. When I called up to make the claim the CGU employee asked when the damage occurred. I stated that the damage happeed at some point during taking the furniture apart, loading it, transporting it, unloading and reassembly. CGU's position was that unless we could point to specific moment at which the damage occurred it is not covered. I eplained to th operator that I was not willing to lie about the moment the damage occurred or fabricate an event just to get a payout. This company happily takes your money but does NOT cover you, they are unethical and avoid them at all costs.
2 comments
Care TeamCGU
Hi Jason, thank you for taking the time to review our product. Sorry to hear that you have been left feeling like this after your move. We supply a Product Disclosure Statement so customers are awar... Read more
e of coverage and exclusions and apologise if your coverage wasn't explained thoroughly ~RenaeHi Renae,
The handling of this does not meet the "pub test" for the majority of Australians I'd imagine. The customers pay the premiums, thinking they are covered, only for insurance companies to try ... Read more
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Chris H.South East Queensland, QLD
- 2 reviews
SUPER FAST SERVICE
I reversed into my garage door during a storm and power cut(turns out the door does not retract fully when not powered by the motor)and 3 days after i sent CGU the quote to replace the money has been issued,this is my first dealings with a claim and very happy with the service,i have 3 houses and 3 vehicles insured with them
1 comment
Care TeamCGU
Hi Chris, it's great to hear about your positive experience. I do hope we are able to meet this level of service at every interaction. ~Natalie
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Appaling
I'm seriously considering leaving this company after many years. I've recently been robbed and it's taking forever for anyone to contact me, today Rona the person managing my claim, rang and then hung up on me. Next thing I got a text saying they'd tried to contact me, going on 3 months and I've not had contact with this elusive Rona, where do I complain before taking it to the ombudsman?
3 comments
Care TeamCGU
Hi there, thanks for your review. If you want to contact the claims team directly, their number is 13 24 80 or if you prefer to message our Facebook page with your claim number, we can arrange for the... Read more
team to give you a call to help. https://www.facebook.com/cguinsurance Thanks. ~KazThe number you've provided connects to a Malaysian call centre, they never put you through to your claims officer.
Care TeamCGU
We do have colleagues in Manila and unfortunately we can never be sure your claims officer will be available at the time of the call. If there is anything we can help with, please message us on Facebook so we can escalate your concerns. ~Natalie
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Janet E.North Queensland, QLD
- 4 reviews
CGU does not answer written correspondence
I have written 2 lengthy letters to CGU recently but can not get a written reply from anyone. I received a phone call in response to one belatedly after I cancelled my home and contents insurance, as I foreshadowed I would in one letter and in the second letter I said I would be cancelling my 2 comprehensive car insurances as well. I addressed one letter to the "Manager " in Melbourne and the person who did phone me spent an inordinate amount of time telling me CGU does not have a "Manager" instead of actually addressing my issues raised in my ...Read more
correspondence. When you phone CGU you can get answered by any random person in any office and you then need to repeat the same details over again. That person says "I'll have to escalate thIs" and away you go to some other random person, at which time you repeat the same lengthy details, which were already sent in letters, but apparently letters need to be uploaded onto computers and the actual letters are destroyed?? The last call from senior CGU woman promised to "look into this and will call bask within 2 days". Guess what, 2weeks later and still waiting!2 comments
Care TeamCGU
Hi Janet, thanks for your review, we are a large company and have many departments so it can be a little difficult to get straight through to the correct area. We don't want you to have to repeat all... Read more
of the information again so could you forward the letters to us at [email protected] and we can review the information to determine who would be the best person to help you and ask for them to contact you directly, many thanks. ~KazThanks for the reply, Kaz, but it doesn't really help. I've already wasted a lot of time on the original 2 letters and I don't know how many hours on the phone to several different CGU employees, expl... Read more
aining what I wrote about and what outcome I would like. You win, you have worn me down, I like, others do not want to stay on the CGU merry-go-round.Similar opinion? Write a review on ieatwords.com.au!
BrendenCentral Queensland, QLD
- 2 reviews
Worst process ever
Their policy has not been good value. My tv was damaged beyond repair. I was told I had to take a tv from a preferred supplier both of which are over priced. They told me it was new for old replacement yet couldn't provide the model number of the tv they were offering me. They keep telling me to refer to the PDU which is average at best and refused to settle with funds transferred to my account even though They have done this for me on a previous occasion.
3 comments
Care TeamCGU
Hi Brenden, I apologise that we didn't supply the model number to you before you received the TV. We only offer a cash settlement when the item is irreplaceable at the time. We hope your claim has sin... Read more
ce been settled for you and you are happy with your TV. ~NataliePretty average when you guys don't state the process from the start. I work out of town as well and was forced between going for 2 providers for my tv which both i am not easily able to access. This fell on deaf ears as well.
Care TeamCGU
Sorry for the inconvenience Brenden. We will pass on this feedback to claims for you. ~ Lizzy
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scottGreater Melbourne (Inner), VIC
- 14 reviews
Not the best
Used to have house insurance with them. When we had a problem with our roof they wouldn't pay. They said our policy doesn't cover that kind of thing. They put it down to building defect but the house was over 30 years without issue prior to that. My bank assigned them for me which I will never do again. Shop around and get all the details of what is covered. I pay the same price and get all sorts of extra cover from another insurance company.
1 comment
Care TeamCGU
Hi Scott, it is important to understand what your Home Insurance covers. No insurer will cover for defects or maintenance issues but for listed events. If things like maintenance was covered insurance... Read more
would be practically un-affordable for most as it would essentially be paying a yearly amount for a lifetime guarantee and removing all responsibility for taking care of our property. If you feel that your claim did not meet an exclusions requirements please feel free to PM us using this link http://bit.ly/2pbDydv and let us know you have come from Product Review and we can have your claim looked at again. It is important with your new insurer to understand how they would handle the same situation. ~ JonoSimilar opinion? Write a review on ieatwords.com.au!
Stella QGreater Melbourne (Metropolitan), VIC
- 5 reviews
Claims process is offshored - disgusting service
Twice I have had to UNFORTUNATELY deal with CGU when processing a claim which unfortunately wasnt my fault. First had to go through ombudsman as it took 10 weeks to solve for. Stressful and disgusting process. Second time - was hit by a car and what is a distressing process is taken by an offshored person who has no empathy or understands what your saying. Wrong information provided and just left with no follow up unless you call multiple times. Check where you are being serviced! I am cancelling all my policies with CGU
1 comment
Care TeamCGU
Hi Stella, I am sorry you weren't shown the empathy required when dealing with such a horrible event. We aim to provide the same level of service no matter where your call is answered. We should be ma... Read more
king it as easy and without stress as possible. We would be disappointed to lose you as a customer. Please PM us using this link http://bit.ly/2pbDydv and let us know you have come from Product Review and we will have someone contact you to try and help further. ~ JonoSimilar opinion? Write a review on ieatwords.com.au!
Perfect
The best insurance very cooperative. 5 star rating. Highly recommending this insurance. The best insurance i have ever experienced. Thanks for this service. Bye bye bye cv hg hh hh
1 comment
Care TeamCGU
Hi Karan, thank you your the positive feedback. ~ Jono
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The reviewer stated that an incentive was offered for this review
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BE AWARE OF CGU & ABC ( Australian Building & Construction)!!!
10 months after the floods, delays & deniels, CGU and ABC (Austrailian Building & construction) have managed to destroy my only relatively new bathroom and left the bathroom unusable and flooded, after pretending to remake the bathroom. They left the bathroom flooded, unusable and advised us to leave the house after CGU with ABC pretended to again mend it for 2 weeks after "completion".They also advised us to mend the bathroom clearly damaged by them now at our own huge cost possibly 30 to 40 thousand dollars. CGU and ABC seems to be in coll...Read more
aboration and informed us it is all about the maintainace. We handed over a perfectly working bathroom without any leaks/problems and are about to become bankrupt while fixing the leak created by CGU/ABC contractors. At the same time CGU has advised to leave the house because of possible flooding. Inspite of repeated requests of independent assessment of facts and causes, CGU refused to honour our repeated request. We are now homeless and will possibly be bankrupt as a consequence of apparent negligence. In spite of our request of escalating the matter, they responded by saying even for review it will take substantial time. This is a matter of relevance, may be even to others who may have suffered similarly. Can someone please help to bring it to the attention of others outside CGU & ABC (AUSTRALIAN BUILDING & CONSTRUCTION) through the media. Does anyone know how to approach for e.g.The Current Affairs (Nine Network). This may save others. Can there be Royal Commission to look into such deeds? Can someone help?1 comment
Care TeamCGU
Hi Anne, thank you for bringing this claim to our attention here. I would like to follow this up for you and have someone contact you to help. Can you please click this link http://bit.ly/2pbDydv and ... Read more
message us your policy and claim details there and let us know you have come from Product Review. ~ JonoSimilar opinion? Write a review on ieatwords.com.au!
Chris C.Metropolitan Adelaide, SA
Shame on you CGU!!!
Shame on you CGU.
Having had several Landlord's Insurance and building policies with CGU for more than 15 years, we are horrified at what CGU 'insurance' has recently put us through. Over 24 weeks ago tenants left our investment property in a trashed and terribly damaged condition. CGU sent an assessor who listed several pages of damages. We thought, naively that repairs would be covered.
Instead we have endured a nightmare of delays, denials, dismissals, desperation, disappointment and debt. We have fought CGU in bitter battles involving 11...Read more
3 comments
Care TeamCGU
Hi Chris, I appreciate you have been left frustrated with how your two claims have been settled. It is important to note that insurance policies don't cover subsidence. If you are still unhappy with t... Read more
he settlement for the loss of rent covering the time to repair the items and events that were covered please contact AFCA who can assess your complaint and make an independent ruling. ~ Jono26/11/19
Please stop pretending that you care. It is now 9 months and CGU has treated us with nothing but disdain and closed the case. Thieves!
I hope every customer switches to another insurance company. This experience has been hell.
Why have you blocked me on Facebook?? I have only ever told the truth about your miserly so called 'insurance' company. I will never stop warning people of how bad you are! Please be aware folks.... ... Read more
CGU will rob you blind and then block you from telling people.Similar opinion? Write a review on ieatwords.com.au!
CharminSouth East Queensland, QLD
- 5 reviews
CGU INSURANCE IS THE BEST INSURANCE COMPANY I HAVE EVERY DEALT WITH
We use CGU for our hobby farm, domestic home and contents insurance. I love that we can easily ask questions via e-mail to the customer service team regarding our insurance options. Everything is listed in writing and no question is too silly for them to answer. I feel like I know exactly what we are covered for. Everything is a breeze.
We slipped down a hill and smashed our tractor just after purchasing it, and only a few days after signing up with CGU! We were SO scared that they wouldn't approve our claim. To our relief, CGU approved the cl...Read more
aim with absolutely no trouble. When given the option to either buy parts individually (cheaper for CGU) or replace the entire front end loader, they replaced the loader to ensure we had our tractor back as quickly as possible. It made such a difference to us as we were able to continue with our work. CGU is hands down the best insurance company I have ever dealt with. I'm not sure how they compare in price but the ease they are to deal with and the claims process mean we wouldn't ever consider going to another insurance company, regardless of price. Highly Recommended!1 comment
Care TeamCGU
Hi Charmin, it always makes us happy to hear about great claim experiences especially in our hobby farm department! Glad to hear your tractor is back up and running. :) Thank you for your positive feedback. ~Natalie
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How good is cgu
We joined up with CGU last year on a recommendation and we had a tree go through our roof yesterday in a storm, and instead of bothering emergency services we got onto CGU. Amaaaazing response and instant help, an electrician was at our door within an hour and the roof was repaired to stop further damage not long after. Within 24 hours the tree was cut and wood tidily stacked and any debris cleared all whilst taking care to do no further damage. We are so impressed and recommend them to anyone who is considering household insurance. Thank you for making what was a very stressful situation a breeze to nagivate.
1 comment
Care TeamCGU
Hi Rebekah, thank you so much for sharing your positive claims experience, we are pleased to see the issues was resolved so quickly. Thank you again. ~Kaz
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Kathryn F.Greater Melbourne (Metropolitan), VIC
Cgu is the worst
Dont go there! We are struggling big time because of cgu, its been about four months now, we keep calling and they keep ignoring us. If you are with cgu jump ship! I couldnt stress this enough
1 comment
Care TeamCGU
Hi Kathryn, definitely dissapointing to hear we've made you feel this way. Was it regarding a claim? If so - we encourage you to PM us through Facebook so we can get it escalated for you. Please let u... Read more
s know you've come from Product Review and include your claim/policy details. ~Natalie https://www.facebook.com/cguinsurance/.Similar opinion? Write a review on ieatwords.com.au!
Questions & Answers
SKJasked
How do you get a claims manager to do their job and respond to multiple emails and calls on an active claim where excess has already been paid?
1 answer
Care TeamCGU
Hi SKJ, I have responded to your review. ~Natalie
Etimoni V.asked
Hello I dry to send are receipt to ur claim email but I give it to me can't send I don't know that the right email. [email protected] Any help?
1 answer
Care TeamCGU
Hi Etimoni, you have made just a slight typing mistake. The correct email address is [email protected]. ~ Jono
Rosieasked
Do you insure relocatable homes?
1 answer
Care TeamCGU
Hi Rosie. We cover homes that are permanently fixed to the site with water and sewage connections. There are other insurers that have specific cover for things like on-site caravans. But not us. I hope this helps. ~ Jono
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Care TeamCGU
Hi Shaleen, thanks for your review, I can understand being transferred isn't ideal but we do have dedicated teams depending on what type of claim it is. I do apologise that your claim hasn't progresse... Read more
d. We have had to re-locate our staff remotely and assist our staff where possible through the COVID19 pandemic and are trying our best to process claims as fast as possible. Please send us a PM on social media (Facebook) with your claim details and let us know you're from Product Review so we can escalate it further. ~Natalie