Claims settlement guideline changes

CGU claims settlement guidelines were developed to assist in settling claims with a common sense approach, especially with regard to frequently claimed items.

During the course of 2014 we have carried out a review of the effectiveness of the guidelines in response to feedback received from customers.  As a consequence of the review, there have been some changes to the guidelines.  These include:

  • Factoring in the insured’s good claims history
  • Using verbal proof of loss whereever possible
  • Offering to replace an item through a CGU Retail Partner local to the customer
  • Not requesting repair reports unless cause of loss is in doubt.

For customers, these changes mean that CGU Claims will apply the settlement guidelines wherever possible to contents claims. These improvements will ensure that CGU Claims will commit to seeing it through for our customers.

If you have any further questions, please contact your Business Development Manager or local Claims Relationship Manager and they will be happy to discuss in more detail with you.