If your looking for travel insurance, stay away from CGU, they have no idea about customer service. They delay claims by weeks and weeks and find one million reasons not to support your claim. I have never ever experience such dreadful service. I will dedicate all my energy in exposing this company because they are ripping people off daily.

Unable to claim emergency dental because i didnt have an accident while overseas. What am i suppose to do. Wait weeks in agony until i return home? Waste of money

Will never use these guys again, took out travel insurance to which my luggage was lost coming home from Phuket. My bag was eventually found and returned in bits, when i submitted a claim to have my 4 year old suit case replaced they told me i have to produce a receipt for the case before i could claim. Who holds onto a receipt for 4 years for a $200 suit case??? Total ripoffs and would certainly not recommend them to anyone for ANY insurance needs. I ended up replacing the suit case at my own expense, all CGU wants is your money. BEWARE!!!!!

One of the questions I asked can I claim if we are late for the plane they said yes when making a claim As my niece was late and couldn’t make it they said they don’t cover that I then said listen to the recorded phone conversation they then said they don’t have any record of it, there quick to take your money .

This would have to be the worst insurance we could have chosen. After one hour and 15 minutes on the phone to the Phillipines and repeating myself a dozen times I was then contacted by my "Case manager" to be told that I would receive only $150 refund out of $1100. You definitely do get what you pay for! Never again

We needed to cancel our travel due to a death in the family and were not fully compensated because the person who died (at 90 years of age) had a "pre-existing" medical condition. Who doesn't have some sort of pre-existing medical condition as you age. What is the point of paying for travel insurance if you are not covered when you make a claim.

I have worked for Bupa. Bupa and HBF both outsource insurance to CGU.

As an insider and a consumer I would advise people to stay away. Their TOP insurance policy excludes and I quote
"services provided by travel agent, tour operator, accommodation provider, airline, car rental agency, medical services" and many more. What's the point of an insurance policy than?

For disagreements please refer to fos.org.au
Financial services ombudsman

We had insurance with CGU on our 2015 trip to the UK and needed to make a claim for the hire car. From the initial phone call they were helpful and provided us with the information we needed. When we finally got the paperwork from the hire car company we submitted it to CGU and they had the money in the bank within the week. I would happily use them again even though their prices are a bit more than some of the other companies around.

From my initial quote for travel insurance, my calls through with a sick child in a foreign county, finally through to payment of my claim, I felt that the process was very simple and surprisingly, friendly. When I called to ask about my options and costs to treat my daughter they were very pleasant and most helpful, checked in via email every few days to make sure she was getting better, then at the end of it walked me through the claim process quickly and easily.

Twice, within a few weeks, CGU Travel insurance Staff have been super helpful and have 'bent over backwards' to help us with both making claims and taking out travel insurance. Firstly - after making the calls, I have spoken with people (who I can understand) almost immediately. Clearly, my needs were assessed, as I was given relevant information (not scripted responses). Acquiring travel insurance at a competitive price (to meet my particular circumstances) was made easy. I have spoken to several consultants on two distinct matters. Everyone of them was professional, competent and helped me. Highly recommended. Thank you!

Very bad ski accident at Vail Colorado. Completely destroyed tibia plateau (knee joint) CGU PAID and arranged transport to vail 5 nights in hospital and operation accomodation for 10 days then arranged flights 1st.class return to Sydney inc o'night stay in Los Angeles stretch limousine home to Newcastle nsw for 2 of us. The operation alone was $56000. Now that is service.

Had a trip to NZ and had a heart attack - CGU covered the hospital and treatment as you would expect but treated my wife and I with utter contempt Never again will I use them for anything - the indian sounding woman we spoke to on the phone was an absolute mongrel.

Stay away from cgu
i have had a nasty experience with this company of recent. They are highly unprofessional, rude, obnoxious and unreliable. Stay away from this company. Don't give out your hard earned money to this incompetent organisation. In all my years of dealing with companies, this is the worse ever. The behaviour of this company is an aberration. A complete negation of what is expected of modern company. It took 4 months for them to respond to about 20 logged calls. On 5 occasions they deliberately and with impunity hanged up on my calls.

My wife suffered a minor heart attack and the doctor forbid her to travel until the cardiologist had reviewed the case and found the cause. Qantas and Emirates gave me the runaround, so eventually I lodged a claim with CGU.
The arrival of the medical certificate was a bit slow, but once I sent all the information available to me, the claim was dealt with in 2 days and a payment was made to me on the third day
efficient

I booked a trip to Europe, and a couple of weeks before going, my husband suffered a life threatening episode. He was not coming to Europe with me, however, I had to cancel to care for him, as prognosis was uncertain. CGU would not cover my out of pocket expenses because they claim it was not life threatening.

Too many loopholes, all in the insurance companies favour.

I recently had to cancel an overseas trip due to my sister being diagnosed with cancer which progressed very rapidly until she passed away. When the time came to claim from CGU, despite providing CGU's medical form signed by a specialist oncologist and also a medical death certificate, CGU insist on my sisters medicare records going back 2 years. This has obviously caused me more stess in a very difficult time. Travel agents, airlines and everyone else showed great compassion. Not CGU; one can only wonder if it is there intent to trawl through medical records to find a reason to reject the claim. A distasteful experience in a difficult time.

Lack of compassion