Talk to Us

We're here for you

Whether you need make a claim or to ask a question we're only a phone call away.

For claims

Call13 24 80

24 hours, 7 days a week

For general enquiries

Call13 24 81

Personal Insurance
8:30am to 5:00pm AEDST, Monday to Friday

Business Insurance
8:00am to 8:00pm AEDST, Monday to Friday

Web Chat

Web chat

8:30am to 5:00pm AEDST, Monday to Friday

While overseas

Call +61 3 9601 8222

Need your current policy documents?

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To make a claim contact us on 13 24 80 (24 hours/7 days a week)

Need to make a claim? We’re here to help.

Claims FAQs

  • How do I make a claim?

    The quickest and easiest way to make a claim is to contact CGU directly on 13 24 80. Claims can be lodged 24 hours / 7 days a week.

    Enquiries on existing claims can be made from 8:30 am to 5:00 pm local time.

    If you need to make a life insurance, travel insurance, consumer credit insurance, or home warranty claim, please read the instructions on the relevant page.

  • What information do I need to make a claim?

    In general, you will need to provide the following details:

    • your policy number
    • standard information to identify yourself
    • 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).
  • What happens when I make a claim?

    Once you’ve made a claim, we will allocate a claims consultant who will keep in touch with you about the status of your claim and next steps.

    You’ll receive a claim number, which will be your ongoing reference for the claim.

    For more information about the claims process, please select your product above. 

  • What documents do I need to make a claim?

    Certain documents and information can assist us in assessing and settling your claim.  Some examples of documents you can provide to help us include:

    • Photos
    • Receipts
    • Valuation certificates
    • Credit card or bank statements
    • User manuals
  • 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.

  • Can my partner (or someone else) make a claim on my behalf?

    Yes, they can lodge a claim on your behalf, but we require permission from the policyholder (you) 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.

  • Will I need to pay an excess?

    An excess is the amount you may have to pay toward a claim.  There are different excesses that apply depending on the claim you’re making and the terms of your insurance policy with us.

    For example, if your car is damaged in an accident where we determine you are not at fault, you may not need to pay an excess. However, if you were at fault, you would need to pay the excess. 

    We will advise you if you will need to pay an excess on your claim. 

  • What happens if there’s a disagreement 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 further through the dispute resolution process.

  • What if I’m unhappy with the way my claim is handled, or want to dispute a decision?

    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 refer the complaint 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 Customer 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 Australian Financial Complaints Authority (AFCA).

    Please feel free to ask your claims consultant for more information about our complaint and dispute resolution process.