CGU Insurance

Complaints

We had put in an initial claim back in August 2023. We had discovered water leaking in to our children's bedroom that was coming from the bathroom. After a frustrating 4.5 month period of our boys having to sleep in our spare lounge room we were finally able to have them back in their bedroom after the repairs to their bedroom and the bathroom had been completed, only to discover on April 6th, when making my sons bed, I could smell mould and was shocked to find the bottom of the bunk bed had rotted and the carpet to be wet again. I pulled the bed out to find that the leak is in the exact same position as the previous leak. I called CGU to have the claim re-opened. <br /><br />I called CGU and spoke with Meaghan on the 9/4 as I was yet to hear from anyone, not even a courteous call considering this was down to someones incompetence. I expressed my concerns for my young families health as my son has been unwell with respiratory issues on and off for weeks. She emailed me to say she had put in for an urgent re-attendance and to have someone carry out mould remediation and put in air purifiers. I called CGU again on the 11/4 and spoke with Kate as I was yet to hear from anyone regarding the mould remediation, once again expressing my deep concerns for our health as this issue has now been ongoing for 8months considering it was not rectified in the first place. She had me on hold and rang Renee from UBS. She said someone would be out either that day or at latest the following day to carry out mould remediation. <br />Renee from UBS called me on the 12/4 and said the email had only just come through for the urgent attendance and she would call Steamatic and see about them coming out and call me back. I waited an hour and then got impatient as I had stuff I needed to do so I called Steamatic myself and spoke with Shivohan who was very helpful, she organised for someone to come straight out to have a look to take some moisture readings, in the meantime an email had come through and they re-attended later to take out carpet and skirting boards. I rang Renee back and asked if she could give me some kind of idea when someone would actually be out here to assess the problem and damage.She said a plumber was meant to have come the day before but that did not eventuate and no reason given. She said I will call some trades and call me back but never did.<br /><br />I called CGU and spoke with Elizabeth today 16/4 to find out what exactly is going on as I am yet to have anyone come out and actually assess the damage and tell me why this wasn't correctly repaired the first time. Elizabeth called UBS and no one could give her an update. They were going to track down Renee and have her call me but once gain no call came. <br /><br />I am beyond furious. This is our young familys health and livelihood at stake. My boys are absolutely devastated to have to be sleeping in the lounge room again and this is all down to pure incompetence from both CGU and UBS. <br />This has had a substantial affect on my mental health and my anxiety is at an all-time high, with fears of what health issues we could possible face in years to come after being exposed to such poor air quality for so long- and on that topic there have still been no air purifiers installed!! We had plans for renovations but that has all been out on hold. <br /><br />I want answers, I want to know when I can expect someone to come out and assess the situation?, I want to know why we haven't been looked after due to someones negligence?, Why am I having to waste my precious time following all this up?<br /><br />I want this sorted in a timely manner, I am not having my children sleep in our lounge room for another 4.5 months again and for all of us to have to deal with the stress and embarrassment of having our house upthrown because my kids don't have a bedroom to sleep in<br /><br />I have attached photo of where my boys are sleeping and where they previously slept for 4.5 months. We have 3 Children in a 3 bedroom house. we now have a bathroom and bedroom out of action and their playroom/ spare lounge is now a makeshift bedroom. it is crowded and frustrating to have to live like this. We are all so disappointed at they way this claim is being handled and to have to be going through this all again.<br /><br />I want this issue to be solved promptly, If I don't have someone contact me with information as to when to expect someone here to assess the issue by the end of the week I will be left with no other option but to contact the Ombudsmen.