I've had to call up over 10 times just to follow my claim up, they hardly respond to emails - big red flag, and when they do, they have no idea whats going on. There's not case manager, and you have to explain yourself to someone new every time. Truly a nightmare.

for the first time calling this company customer services claim .the operator lady was so so mean and rude and nasty. Despite I was calling to clarify about the claim and funny they didn't even file correct information in the claim and the claim letter was completely misleading info. If you looking for good insurance absolutely I will not consider CGU . if they cant get their customer service right never mind paying for your insurance .there is no option to not give them star ,they even don't deserv1 star

worst experience ever.
Im just your average hard working tradie.
had full comprehensive vehicle insurance on my work van.
Had an accident that wasn't my fault and was treated horribly.
To be honest i wished i didn't have comprehensive insurance, i would have been better off.
I paid a premium for a so called top product and got absolutely appalling service in return.
Cgu were not honest, open or transparent, when it came to aspects of my claim.
I had to get 4 different car valuations before i got one with any evidence about how they came to that figure.
losing my work vehicle made life incredibly difficult especially when you run your own business. i had hopped cgu would step up to the plate and make my claims process run smooth. Wrong the whole process was beyond a joke.
I wasted so much time and energy dealing with their appalling behavior.
I took my case to the general insurance code of practice and they found Cgu to have breached multiply sections of the code.

complete waste of time.

i will never get any insurance from CGU ever again.

I have been with CGU for years, and never had an "At Fault" claim. A Hand Car Wash scratched my car and chipped some paint. The Director of the business said he would pay the claim (I got this on audio too). He later told his insurance he wouldn't pay it. CGU made it very difficult for me to send them video evidence (of the paint being chipped on video), and the audio of the guy saying he would pay. They aren't willing to accept the scratch because I don't have it on video. I asked them repeatedly for weeks who do I send the video and audio to. THEY DIDN'T HAVE THE ABILITY TO VIEW OR LISTEN TO IT, they said! WEEKS later, they ask me to send it to their office in Melbourne so they can send it to someone in Brisbane to have a look. After this, they constantly LIE that they have seen or heard the recordings I sent them. They CAN'T even tell me at what point in the video the damaged happened! (This is from several different people I spoke to as well.) 2 MONTHS LATER, they "find" an Assessor to come and look at my vehicle and the recordings. He then FURTHER DAMAGES the chipped paint, then takes photos of the extra damage just done and says "That looks pretty OLD to me...". (Trying to cover himself!). He even admits FINALLY that nobody has HEARD the audio recording of the other guy admitting liability (saying he will pay) !!! Nothing done since then, except the constant emails from CGU saying that repairs have been approved and I can go ahead with the quote I was given to fix it... just pay the $600 excess. WHAT...??? ME pay it??? I DIDN'T DO THE DAMAGE, and their "Assessor" tried to make it look like I did it!

Now 3 months later, I've had to go through the Ombudsman. There is a "Bad Faith" law that Insurance Companies can be held accountable to when they DELAY and DENY claims like they have done with mine. Look this law up. I seriously doubt they have handed over ANYTHING to the other Insurance company (or if they have, that the other company have even bothered looking at it!).

Just an experience from a faithful customer of many years with CGU...THANKS CGU!

Our family have all their cars insured with CGU. They received FREE replacement of a CRACKED windscreen. Most companies will only pay for broken windscreens

Approximate cost: $FREE

My problem with CGU comes when you have a hit run driver who damages your car and drives off...

CGU will require you to take an at-fault claim and pay your excess regardless of the circumstances if you don't have the drivers personal details.. Rego and police report are not enough for them, you apparently have to be the investigator and find the details out, very difficult as police won't give them to you due to privacy reasons..

NRMA and RACV are the same, best to avoid and stick with similar priced AAMI based cover as they will accept a police report and rego..

I have had all of our household cars (4 in total) insured with CGU for many years. Claims have been of a minor nature - for some reason, people love to 'key' our cars in supermarket car parks! Claims have been handled quickly and easily. Premiums have been more than competitive.

CGU actually "lost" my car for three days whilst the assessor was completed an assessment. It was later found at the auction yards ready to be sold as a repairable write off. After they found my car they decided to repair it. When I viewed it, the car had been smashed at the front where the initial damage was to the back.
It took 7 months to repair and return my car to me. I took it to the abudsmen as I felt this time line was unfair. Because of this CGU choose not to renew my policy... As if I would want to go through them again.

Have been with CGU for many years and have never had a problem with them. They are quick and reliable with their claims. Always friendly service on the phone.

My car was hail damaged in the recent storm and CGU recommended that I take it to Dentaway for appraisal. After the initial consultation my car was booked in for repair. I became concerened with the service offered by Dentaway when I dropped the car off for repair and rang CGU to voice my concern. My call was passed around to three different personnel and eventually I was told they would investigate the matter and call me back. The call never came. I have since called back twice more to be told each time that they would return my call. It has not happened. I will not be renewing my insurance policy with this company.