If you need to make a claim, we've made the process simple and straightforward. The easiest way to claim is to call us on 13 24 80, and a claims consultant will guide you through the process.
No one expects they will need to make an insurance claim, but every year CGU pays on average $1.3 billion dollars in claims to people who have had an unexpected incident.
At CGU, we know that when you need to make a claim, you’ve already been through a stressful time. We’ve made our claims process simple and hassle-free to help resolve your claim quickly and get you back on your feet.
The following are some commonly asked questions about our claims process. If you have a question that isn't answered here, please call our claims team on 13 24 80.
The quickest and easiest way to make a claim is to contact CGU directly on 13 24 80 (13 CGU 0). Claims can be lodged 24 hours a day, 7 days a week.
Enquiries on existing claims can be made from 8:30 am to 5:00 pm local time.
You can change your details by calling us on during business or by submitting your request online. You should let us know of changes as soon as you can, within 14 days.
Once your policy has been paid or automatic instalments have been set up, your policy schedule becomes an official Tax Invoice. If you have special requirements for your tax needs, you can call us on 13 24 81 during business hours or request one online.
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:
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.
We will give you a claim number which will be your ongoing reference to the claim. Please use this reference for all claims enquiries and when providing information to CGU on your claim.
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.
A Certificate of Currency (COC) is a document issued by your insurer to show that your cover is current and usually indicates the amount or conditions of the protection you hold. To request a COC, you can call us on 13 24 81 during business hours or request one online.
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.
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.
You can request any policy documents online and we will arrange to send them to you within two business days. If your request is urgent, please call us on 13 24 81 during business hours as we may be able to provide your documents more quickly.
The more information you can give our claims consultant, the quicker we will be able to assess and pay your claim.
In general, you will need to provide the following details:
CGU would recommend you lodge a claim prior to arranging any repairs/replacement.
Most of our customers prefer to access CGU's managed repairers 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
By choosing to use CGU’s managed repairers you will save time and avoid the hassle of obtaining replacement or repair quotes yourself and submitting these for CGU's consideration. Our supplier network is extensive and can provide you with prompt attention at a time convenient to you.
Each of our 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.
If your business includes providing a service or advice, Professional Indemnity insurance will protect you from claims made against your business for damage or loss caused by an act while you are providing your service.
Learn about Professional Indemnity insurance
Public Liability insurance safeguards your business against claims made against you for damage, loss or injury that occur in the course of doing business. Claims can be very large and can cause significant financial distress on small businesses. Public Liability insurance will cover you for the amount your may be liable to pay as well as any legal fees to defend the claim. If during the course of performing your business activities you interact with people in public places, you should consider this type of insurance.
Learn about Public Liability insurance
For queries on motor assessments and repairs you can call <span class="phone-number">13 24 80</span> (13 CGU 0) from 8.00am to 5.00pm (SA & Vic time) Monday – Friday
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.
Public Liability protects the business against claims for damage/loss made by the public or customers, whereas Workers Compensation covers your employees if they are injured at work. This could include medical and all asscoiated expenses related to the workplace incident.
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.
Call us on 13 24 80 and we'll answer any other questions you may have.