Customer Commitment

We put our customers and partners at the forefront of everything we do.

CGU proudly supports the General Insurance Code of Practice. The objectives of the Code are to:

• Promote better, more informed relations between insurers and their customers
• Improve consumer confidence in the insurance industry
• Provide better mechanisms for the resolution of complaints and disputes between insurers and their customers
• Commit insurers and the professionals they rely on to higher standards of customer service.

Our service commitment – complaints handling

We continually strive to deliver the best possible service we can to you and always welcome your feedback on how we can improve.

In the unlikely event you are not satisfied with our products or services, we have an internal dispute resolution process in place to deal with any complaint you may have.

Please contact us and our staff will help you in any way they can.

If they are unable to satisfy your concerns, they will refer the matter to their supervisor or manager. If the manager cannot resolve the matter, they will escalate it to our Internal Dispute Resolution Department.

You can download a copy of our complaints handling brochure below or obtain a copy from any CGU office.

Financial Hardship

If you are experiencing Financial Hardship, please call us on 132 481 for immediate assistance.

The Australian Financial Counsellors and Credit Reform Association can also refer you to a not for profit, free financial counselling service. You can find out more by calling the free National Financial Counselling hotline on 1800 007 007 or by visiting www.financialcounsellingaustralia.org.au.

Please be aware that failure to provide the requested information may impact our ability to assist you.