CGU Insurance

This is the first time I’ve ever given a bad review on anything . A CGU member accidentally ran into my car . After a 45 minute wait the claim was made. I was told to call back on Monday to confirm that the person had paid the excess so I could get my car fixed . I called and was redirected twice from two actual people speaking switchboard and was on hold for 2 hours (which I have screen shot of )until my phone eventually died . When I finally got through the next day they said nothing has been done and I can contact the person myself to see when they are paying . Ridiculous service and process .
1 7 years ago (13-02-2018)

This insurance company is extremely unethical. Their party was at fault in an accident and they have now delayed the process 15 weeks insisting I was at fault. The details they provided are inconsistent with the damage on both cars. They were incredibly rude when I tried to speak with them to understand why they were submitting a claim inconsistent with the damage, they kept me on hold for over half an hour before diverting my call to a message that hung up on me. My husband used to use their car insurance but we're cancelling the policy today. Will never use them again and strong gly recommend others avoid their services also. I will be reporting this company to the appropriate authorities for unethical practices.
1 7 years ago (15-01-2018)

Upon my phone call dropping into an available agents dialler I was not greeted by anyone. Instead, I could hear laughing and talking in the background. After waiting 8 minutes, understandably upset at this point, an agent finally put on their headset and introduced themselves as “Mosha” from the Adelaide contact centre. Instead of proceeding with my enquiry with said agent I asked to speak with a manager. The agent said okay, went silent and deliberately disconnected the call. I called back and was greeted by another agent, whom I asked to connect me with the manager straight away. I waited on hold for another 8 minutes to finally be greeted by a supervisor named “Jess” who was wonderful and assisted me with my enquiry by saving me almost $300 on my annual car insurance premium. Although happy with the outcome, I’m still not impressed with my initial interaction. I think “Mosh” should start looking for other job opportunities with companies where providing customer service isn’t required.
1 7 years ago (24-01-2018)

Prompt, Professional and caring customer service. CGU staff helped us immediately during storm event when we had no electricity and water ingress through the roof. The plumber and electrician came over in an hour. The claim process was handled professionally although I did disagree with part of it but overall CGU impressed me with their service. Thanks to Julia and rest of the staff.
5 7 years ago (03-07-2017)

It was good value for their client because he has not had to pay for the damage to our car, even though he has given five different accounts of what happened (including falsely claiming he was insured with Bicycle Victoria) Caused his push bike to catapult along the side of our car because he slammed on his front brakes when he didn't see a garbage truck in the bike lane. Protecting dangerous road users who are a menace to the public.
1 7 years ago (09-11-2017)