CGU Insurance 181 William Street, Melbourne, Victoria 3000

"Absolutely ridiculous trying to get a Quick Quote for home and contents insurance when the online form does not allow the user to key in their date of birth as numerics. It expects you to tap the calendar 720 times to try and get to the 1963 calenadr. Just hopeless."

"Poor service, bullying behaviour. Incorrect information. Delays, delays and more delays hoping you cave as it's all become too much. Then apologise that our service wasn't too the level you expect. No ownership of the countless errors or compliance breeches. In the end our premiums will go up. So much for being a loyal customer for all those years"

"Tried to make a claim for over 10 months on a simple issue and no help whatsoever after being with them for 10 years. Insurance house handles this and they are very poor and have given me no options or help. Very poor attitude towards customers !! They told me I have to use only one builder who cannot find the time to even get this job done !! I can’t get my own builder and CGU won’t offer me any option even though I have a commercial medical office to run !!!"

"Terrible service. Not returning calls and not proactive on following up claim. I’ve had insurance for 20 years and no claims until now. And dealing with them has been one of the most stressful things in top of trying to repair all the tenant damage. It’s taken 4 months so far and still not much action. Unfortunately they haven’t been helpful, however the complaints department were very nice."

"Had both my car and contents insurance through CGU for over 5 years now, but after horrible experience, my only CGU policy now is my contents insurance. CONTENTS - I have found the staff extremely polite and helpful during my interactions with their call centre and have found their costs to be competitive. When I moved houses late last year I commenced the policy at my new address, but had left the cover on my old address until I had removed all of my belongings. When I called to cancel the old policy I was refunded 1 months’ premiums as I had been covered during that period by the policy at my new address. This was a pleasant surprise and very much appreciated. Thankfully I have not yet had to make a claim on this policy and hopefully I will not need to in the future either. CAR - I had full comprehensive insurance through CGU since I had taken possession from the dealership. The price was the cheapest I could find and the new for old cover for the first 3 years had me feeling secure. Unfortunately after 2.5 years of owning my car, I was in the process of selling it, when I had my first ever insurance claim. I contacted CGU who didn’t provide me with a claim number or any advice on what to do next and I was forced to chase them up as to what the next steps were in arranging to have my car assessed and repaired. I was deemed not at fault, as my car was parked in a driveway when the neighbour reversed into it, then left the scene after being confronted by my partner who was washing my car at the time. Thankfully the whole incident was court on both dashcam and CCTV from the property and after I made a police report, the repair was done and I sold the car a few weeks later. I was then contacted by CGU 5 months later, requesting that I fill in more paperwork and provide witness details, police statements and footage of the incident as a matter of urgency. I continued to receive daily phone calls and emails for a week until I had gathered and submitted the requested information. This was 6 months ago now and I have not heard a word back from CGU, not even an acknowledgment of receipt of requested information. I have contacted them a number of times now but have not gotten a response as to if the claim has been settled, if I am required to provide anything more or if there have been any further issues. I found the whole claims process to be confusing, difficult, stressful and costly with constantly having to contact CGU to find out what the next step was or if they had an update. Any future vehicle policies I require will not be through CGU as I value my time and sanity more than saving a few dollars a month."