Need to contact

CGU

and make sure they reply?

CGU Insurance is a well-established Australian insurer (part of the IAG group), offering personal, business, and rural insurance. CGU aims to keep customer support accessible, with a strong broker network alongside direct support channels.

For direct customers, CGU’s main customer service line is 13 24 81, used for policy enquiries, changes, and general support. It operates Monday to Friday, 8am–8pm (AEDT) for both personal and business insurance.

For claims, CGU provides a dedicated claims hotline 13 24 80 (also 8am–8pm weekdays), with after-hours options for certain emergency situations depending on the policy.

CGU also offers online support via its website, including digital enquiry options and online claims lodgement for some products.

Customer sentiment is mixed: many customers describe helpful staff and smooth handling for straightforward needs, while others report frustration during complex claims. For many policyholders, CGU’s broker-first model improves the experience - if you purchased through a broker, you may get more personalised help and advocacy.

Across customer reviews and complaint stories, these issues come up most often:

• Claims delays and repair timeframes: A frequent complaint is that home and motor claims can take longer than expected - especially where repairs require multiple inspections, builder availability, specialist parts, or external reports. Some customers describe needing to constantly follow up to keep repairs moving.
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• Claim denials and exclusions: Some customers report claims being denied or reduced due to exclusions or assessor findings (for example, damage being classified as “wear and tear” or gradual deterioration rather than a covered event). This often creates a mismatch between what a customer believes should be covered and what the policy wording allows.
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• Communication and service quality problems: Another common theme is difficulty getting timely updates, long holds, or being transferred between teams. Some customers describe unhelpful interactions during stressful moments, which can compound frustration.
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• Policy changes and cancellations: A smaller but serious set of complaints relates to difficulty cancelling, delays in processing, and billing continuing after cancellation until escalated. While these cases appear to be outliers, they’re important to watch for. Always get written confirmation of cancellation.
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• Broker vs direct channel confusion: Because CGU serves both broker and direct customers, some people feel bounced between CGU and a partner (bank/broker) depending on how the policy was purchased. This can lead to confusion about who owns the next step - especially for claims and policy servicing.
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• Billing and premium concerns: Some customers mention premium increases, billing errors, or unwanted communication preferences (like paper mail continuing after opting for email).

Not everyone has a negative experience, many customers report smooth claims and helpful staff, particularly for simpler claims. If you do hit delays or unclear decisions, CGU has an internal complaints pathway and external escalation options.

Here are the main ways to contact CGU customer service and the fastest options depending on what you need:

1. Phone (general enquiries, policy changes, billing): 13 24 81Available Monday to Friday, 8am–8pm (AEDT). Use this for policy updates, documents, payments, renewals, and general support. (Tip: Call earlier in the day to reduce hold times.)
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2. Phone (claims): 13 24 80Available Monday to Friday, 8am–8pm (AEDT). Use this to lodge a claim, provide updates, or follow up on an existing claim. Have your policy/claim number ready.
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3. Online forms (help & support):
   CGU’s website has a Help/Contact area with online enquiry forms for non-urgent requests (like certificates, general questions, or follow-ups). CGU generally aims to respond within 1–2 business days.
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4. Claims online (product dependent):
   CGU offers online claims lodgement for certain products (for example, travel insurance or selected motor claims). For other products, CGU may provide downloadable claim forms you can submit.
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5. Email (where available):
   Some customers use general email contacts such as cguinsurance@cgu.com.au, and claims teams often provide a direct email for your assigned claim officer. Dedicated emails may exist for specific areas (e.g. travel claims or complaints) depending on your policy pathway. Include your policy number, full name, and phone number for faster routing.
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6. Via your broker or bank (if you purchased through a partner):
   If you bought CGU via a broker or partner (like a bank/credit union), that partner can often manage changes and help coordinate claims with CGU. If you have a broker, they’re often the best first call, especially for disputes or complex claims.
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7. Social media (for updates and routing):
   CGU has social channels that sometimes post updates during outages or major events. For privacy, they’ll typically direct you back to official support channels.
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8. Accessibility support (relay and interpreting):
   CGU supports the National Relay Service and interpreting services for customers who need them.

Pro tip: Ask for reference numbers on calls, and follow up important requests in writing (email or form submission) so you have a paper trail.

Here are the key customer policies people usually search for when dealing with CGU insurance support:

• Cooling-off period and refunds (cancellation):
  CGU generally offers a 21-day cooling-off period on new or renewed policies. If you cancel within 21 days (and you haven’t made a claim), you can usually receive a full refund of premium paid. After 21 days, you can cancel at any time and typically receive a pro-rata refund for the unused portion of your premium. CGU generally does not charge a cancellation fee.
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• Claims repairs guarantee:
  CGU offers a lifetime guarantee on the workmanship of repairs it authorises for both motor and home claims. If a defect related to that repair is identified later, CGU will generally rectify it through its repair network.
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• Premium adjustments and refunds:
  If your policy changes mid-term (for example, you reduce cover), CGU typically adjusts your premium accordingly - either by refunding the difference or reducing future instalments. If a change increases your premium, CGU will bill the difference or update instalments.
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• Complaints and dispute resolution:
  CGU has an internal complaints process. If an issue isn’t resolved through frontline support, you can request escalation to Internal Dispute Resolution (IDR). CGU generally aims to provide an outcome within industry complaint timeframes (often up to 30 days, depending on complexity). If you’re still not satisfied, you can escalate to AFCA for an independent review.
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• Returns and exchanges (insurance context):
  Insurance doesn’t have “returns.” The equivalent is cancelling or adjusting your cover. Changes may take effect immediately or from your nominated date, with premiums adjusted accordingly.
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• Hardship support:
  CGU can provide support options for customers experiencing hardship (for example, payment plans for excess or premiums, or flexible arrangements depending on circumstances). Some customers may also be eligible for emergency assistance during major events.
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• Price matching:
  CGU doesn’t generally offer formal price matching. If you’re unhappy with a renewal, you can request a premium review - especially if your circumstances have changed or you believe a discount may apply.

Always check your PDS for the exact terms and product-specific conditions.