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Edited by:
Ajust Content Team
Last updated:
February 17, 2026
AI-sourced. Human-edited. Something out of date? Let us know.

How to submit a complaint with
CGU
 

1) Call CGU (fastest for most people)

  • General enquiries / policies (personal + small business): Call 13 24 81 (Monday–Friday, 8am–8pm AEDT).
  • Claims hotline (new claims, 24/7): Call 13 24 80. If your complaint relates to an existing claim, you can start here and ask for the claims team to log it as a complaint.

When you call, say clearly: “I want to lodge a formal complaint.” Ask for a reference number, and note the name of the person you spoke to.

2) Submit an online complaint (best for a clean written record)
Use CGU’s official feedback and complaints form to write out what happened, attach key details, and make sure it’s logged properly.

3) Email your complaint (great for evidence)
Email: Customer.Relations@iag.com.au (CGU is part of IAG and uses this official Customer Relations channel). Include your policy/claim number, dates, what went wrong, and what outcome you want.

4) Send a letter (formal option)
Write to CGU Insurance – Customer Relations (Internal Dispute Resolution), GPO Box 9902, in your capital city. Keep a copy of your letter and consider registered post for tracking. (This is listed in CGU’s official complaints material.)

Tip: In your first message, include: your policy/claim number, a 2–3 line summary, and a clear outcome request.

What happens after you submit a complaint to CGU?

Frontline resolution first
CGU will usually try to fix straightforward issues at first contact, like clarifying a claim status, correcting an admin error, or chasing a missing document.

Escalation to Customer Relations (Internal Dispute Resolution)
If it isn’t resolved quickly, your complaint can be escalated to Customer Relations where a case manager reviews the file more independently and may contact you for extra information.

Timeframes (30 days)
Under the General Insurance Code of Practice framework, insurers aim to provide a final response within 30 calendar days for most complaints, and should keep you updated if there’s a delay.

Final written outcome
You should receive a written response that explains:

  • Whether your complaint is upheld (fully/partly) or not upheld
  • Why the decision was made (facts + policy terms)
  • What CGU will do next (payment, repair approval, correction, etc.)
  • Your right to escalate externally (AFCA)

Common complaints against
CGU

Based on recurring customer feedback themes, common CGU complaint topics include:

  • Claim delays (repairs/assessments taking longer than expected)
  • Low settlement offers or claim denials (especially disputes about cause of damage or exclusions)
  • Poor communication (slow updates, unreturned calls/emails, inconsistent answers)
  • Service/access issues (long wait times, trouble making changes or cancellations)
  • Admin errors (details incorrect, documents not processed, payment confusion)

CGU
 complaints submitted through Ajust

How other consumers
CGU
 complaints got resolved

A customer disputed a storm damage settlement after long delays. The customer gathered independent quotes and pushed for a formal review because they believed the assessment was incomplete, and they prepared to escalate externally when the offer did not match repair costs.

A customer had an emergency leak and received conflicting advice about what was covered. The customer lodged a formal complaint explaining the miscommunication and the financial impact, and CGU confirmed the covered damage repairs while offering a partial goodwill reimbursement after reviewing what had been said.

A customer reported a slow motor claim process after an accident. The customer followed up consistently, asked for a manager review when progress stalled, and then the claim moved forward with inspection and repair approval.

How to escalate a complaint with CGU

1) Ask for a supervisor or claims manager review
If you’re not getting progress, request escalation to a manager and ask for a callback time.

2) Escalate to Customer Relations (IDR)
You can request that your complaint be handled by Customer Relations, or contact them directly:

  • Phone: 1800 045 517
  • Email: Customer.Relations@iag.com.au

3) Label it clearly as a formal complaint
Use a subject line like: “Formal Complaint – Claim ######” so it’s routed correctly and handled under the right process.

4) Escalate externally if unresolved or delayed
If you’re unhappy with CGU’s final response, or the complaint isn’t resolved within the expected timeframe, you can lodge with AFCA (details below).

Regulatory & Ombudsman Information for CGU

AFCA (Australian Financial Complaints Authority)
AFCA is the independent external dispute resolution body for insurance complaints. It’s free for consumers and can review claim disputes, delays, service failures, and other insurance-related outcomes.

General Insurance Code of Practice (Code Governance Committee)
If you believe CGU has breached the Code (for example, poor complaint handling standards or process failures), you can raise a concern through the Code Governance Committee.

ASIC (reporting misconduct)
ASIC generally won’t resolve individual disputes (AFCA is for that), but ASIC can receive reports about broader misconduct or systemic issues.

Official CGU Complaint Resources & Links

CGU
Complaints FAQs

You’ve done your part, now it’s time to hold
CGU
accountable.

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