News

CGU received over 4,000 claims from the storms that hit Victoria on Christmas Day and despite supplier challenges over the holiday period was still able to quickly respond to our impacted customers.

CGU established a motor assessment site in Airport West, while damage to homes was allocated to builders to conduct make-safe repairs.
 
CGU used Paintless Dent Repair (PDR) technology when appropriate to speed up the motor repair times. PDR allows for dent repair without affecting the vehicle. It is faster and more cost-effective than traditional panel beating.

Home claims where the damage was expected to exceed $3,000 were quickly escalated to our claims management centre.

Many CGU staff came in from their annual leave to assist customers in lodging claims and ensure our response was as quick and effective as possible.

The Christmas Day storm also served as the first opportunity for CGU to put in place its new customer agreements. When a claim was lodged, customers were asked how often they would like to be contacted by CGU with any updates, as well as how they would like this contact to occur.

While the volume of claims received wasn’t an issue for CGU, the time of year made the event a challenge because many builders and panel beaters had shutdown for the holiday period and their suppliers were closed also.

The CGU Property Supplier Management Team has been actively monitoring the workloads of our chosen suppliers to ensure our customer’s claims were prioritised as best as possible.

All customers who are still to lodge a claim from this event are requested to do so as soon as possible by contacting the CGU Claims hotline on 1800 252 461.