How claims work

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 is a guide to the claims process, to help you understand what may happen if you need to make a claim.

Before you claim

If you’ve been in a storm or natural disaster, make sure your property is safe before you return. 

If you’ve been involved in a serious accident, or been the victim of theft or vandalism, contact police as soon as possible to report the incident. Keep the police or incident report for when you make a claim.

You may want to refer your product disclosure statement or contact your insurance adviser for advice.  Your PDS will outline what you are covered for, and what excess will apply to your claim.  If you aren’t sure about what you are covered for, call our claims team anyway and they can provide advice based on your policy.

How to make a claim

To make a claim, call us on 13 24 80. We are available 24/7.

During the claims process we offer you the choice of how and when you want us to contact you, ensuring you're well informed on the status of your claim.

For most claims we assign you a dedicated claims specialist to support you throughout the claims process, delivering you consistent and personalised service every step of the way.

Some claims are simple but others are more involved – either way, you can be assured that we will be working quickly and efficiently to process your claim.

Generally the more information you give to us when you make a claim, the faster we will be able to process it.

Repairs and replacement

For large claims we will assign an insurance assessor to assess damage and note requirements for repair. In some cases, we may ask specialists to provide advice on the claim.

Next, we work with you to get repair quotes, and agree on repairs or rebuilding, or in some cases cash settlement. CGU has a network of over 500 quality repairers who can help you wherever you are.

We keep you updated on the status of the claim each step of the way, giving you the option to tell us how often and when you’d like to be contacted. That’s the CGU difference: we’re with you every step of the way, with a national network of repairers behind us.

More information

For more information about how claims work, visit the Claims section of this website.