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What should I do if I want to make a claim?
The quickest and easiest way to make a claim is to contact CGU directly on the relevant number. You can lodge your claim by phone, so there is no need to complete a claim form.
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What information will I need when lodging a claim?
The more information you are able to give our claims consultant, the quicker we will be able to settle.
In general, you will need to provide the following details:
- your policy number and type
- verify your personal policy details
- the name of the insured on the policy
- detailed description of the incident
- the date of loss and the loss address
- any details of other parties involved (if applicable).
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What happens when I make a claim?
Once your claim is lodged with CGU, we will allocate a claims consultant who will contact you regarding the next steps. Your claims consultant will keep you informed about your claim's progress along the way.
Some claims are simple but others are more involved - either way, you can be assured that we will be working as quickly and efficiently as we can to process your claim as soon as we can.
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How long will it take to process my claim?
Every claim is different but our aim at all times is to process your claim as quickly as we can. Although some claims can be processed at first contact or in a relatively short time, other more complex claims may take us some time to work through the detail.
Please contact your claims consultant for progress updates on your claim. Remember, the more information you give to us when you make a claim, the quicker we will be able to process it.
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What happens if there’s a dispute over who is ‘at fault’ in an incident?
We will investigate the incident further, endeavouring to obtain a full incident description from all parties involved and any relevant witnesses that may be available.
Once all relevant information has been received and considered a decision on who is ‘at fault’ will be made.
If you are unhappy with our decision, you can raise this issue through our three-step dispute resolution process described below.
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Can I arrange repairs/replacement before I make a claim?
CGU would recommend you lodge a claim prior to arranging any repairs/replacement.
Most of our customers prefer to access the
CGU preferred supplier network which offers quality goods or repairs from authorised businesses which CGU can facilitate for you.
However, you can choose your own repairer or supplier if you wish. To do this you need to provide CGU with a written quote from your chosen supplier. If the quote is determined to be fair and reasonable (that is comparable to quotes we have received), then you can engage your supplier.
If you need to contact our preferred supplier network and arrange any necessary emergency repairs - for example, glass or car windscreens - you will find them to be supportive and understanding of your needs.
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Why should I use CGU’s preferred supplier network?
By choosing to use
CGU’s preferred supplier network you will save time and avoid the hassle of obtaining replacement or repair quotes yourself and submitting these for CGU's consideration. Our preferred supplier network is extensive and can provide you with prompt attention at a time convenient to you.
Each of our preferred suppliers has been through an extensive selection process ensuring they are thoroughly professional, deliver work to the highest standard and possess outstanding customer service. Our suppliers are compliant with all relevant WorkCover and OH&S regulations.
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How can I find out how my assessment or repair is progressing?
For queries on motor assessments and repairs you can call 1300 503 431 from 8.00am to 6.00pm (SA & Vic time) Monday – Friday.
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What happens with my excess?
All excesses are clearly specified in your insurance policy schedule or policy booklet and conditions regarding the payment of your excess will vary depending on the policy type, i.e. motor, landlord, etc.
For instance, with a motor claim, if we determine you are not 'at fault' in an incident, we will not deduct the excess specified in your insurance policy when we settle your claim. However, if we determine you are 'at fault', the excess will apply.
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Can my partner (or someone else) make a claim on my behalf?
Yes, they can lodge a claim on your behalf, but we require written permission from the policyholder before settling any claim. If you are not the policyholder and you ring us directly to lodge a claim, we will ask to verify your personal details and those of the policyholder.
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Do you use my personal information for anything else?
CGU is committed to handling your personal information in accordance with our
Privacy Charter.
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Dispute Resolution Process: What if I’m not happy with the way my claim is progressing?
If you are unhappy with the way your claim is progressing or wish to dispute a decision we have made, we have a simple, transparent, three-step dispute resolution process.
Step 1: Talk to us first
If you have a complaint, speak with the claims consultant managing your claim. If they are unable to resolve the matter to your satisfaction, ask to speak to a team manager. If you are still not satisfied with our response, then you are entitled to seek a review.
Step 2: Seek a review
If the matter is still not resolved, the team manager will refer you to our Internal Dispute Resolution team, who will conduct a review of your dispute. If you are still not satisfied with our response, then you are entitled to seek an external review.
Step 3: Seek an external review
We will provide you with information about the options available to you, including, if appropriate, referring you to the external dispute resolution scheme administered by the Financial Ombudsman Service (FOS).
Please feel free to ask your claims consultant for more information about our complaint and dispute resolution procedures.