Insurance - frequently asked questions

CGU have reviewed their products in market and have made amendments to meet the changing needs of customers. This means your cover has changed, you should also review your policy documentation including the Product Disclosure Statement and your Certificate of Insurance to ensure that the new policy meets your needs and that the details shown are correct. 

When you receive your renewal offer from CGU it will provide information on your new policy for your review. The documentation includes a “Summary of Changes” which shows some of the important cover changes between your new policy and your previous policy. 

You should also review your policy documentation including the Product Disclosure Statement and your Certificate of Insurance to ensure that the new policy meets your needs and that the details shown are correct. Contact us if there is any information that requires amendment of updating. 

Over the coming 12 months as your policies comes up for renewal, you will receive your renewal documentation including details of the cover under your new policy. Your new policy will be different from your previous policy, so you should review your policy documentation including the Product Disclosure Statement and your Certificate of Insurance to ensure that the new policy meets your needs and that the details shown are correct. Contact us if there is any information that requires amendment or updating.

CGU call centres including claims, as well as their operating hours and locations will remain the same. In addition, CGU have introduced self-service functionality which will allow you to make changes to your policy through your CGU Online Account.  

No this will not change.

Your CGU Online Account gives you the ability to access a range of self-service functions.  

This includes the ability to view and retrieve quotes, start new quotes, set your documentation preferences, amend some risk and coverage details, make or amend payments and lodge and manage claims.  

Details for registering your CGU Online Account are included in your renewal or new business documentation.

CGU have reviewed their products and have also taken the opportunity to simplify the product names.

Your new cover has been matched to the closest comparable cover. You should read your renewal documentation which includes a Summary of Changes table and Product Disclosure Statement to ensure the cover still meets your needs.

Insurance policy premiums can increase or decrease at renewal, and the premium will reflect the risk being insured and new cover type.

Your policy has been migrated to a new system that CGU use across their business. Therefore, the policy numbers have been changed to reflect the requirements of the new system.

Yes, this is legitimate. People First Bank is our new brand formed from the merger of People’s Choice and Heritage Bank. 

When you make a claim you may need to contribute an amount towards the cost of that claim. This is called an excess.

Your insurance premium can be deducted from an account you nominate or a credit or debit card on either a fortnightly, monthly or annual basis at no extra cost. 

Yes. Your new cover has been matched to the closest comparable cover. You should read your renewal documentation which includes a Summary of Changes table and Product Disclosure Statement to ensure the cover still meets your needs.

In the new system the biller reference for the Biller Code will change each year to ensure accurate allocation of payments.

You can continue to make payments via direct debit. You can pay fortnightly, monthly, quarterly or annually at no extra cost, and you can select a payment date that works for you.

Quotes are valid for 21 days. You will have received an email with the details of your quote and a quote number. To retrieve it you can click on the link in your email or contact us on 13 11 82 to help you retrieve it. You can also retrieve saved quotes through your CGU Online Account once you have registered.

Your current policy will stay the same until your renewal date. 

Yes. While your new cover has been matched to CGU’s closest comparable cover, there will be differences.  You should read your renewal documentation which includes a Summary of Changes table and Product Disclosure Statement, to ensure the new cover still meets your needs.

To make a change to your policy or to cancel, you can phone us on 13 11 82. Some changes to your policy can be made through your CGU Online Account.

People First Bank is our new brand formed from the merger of People’s Choice and Heritage Bank. Over the coming months you will see our exciting new People First Bank branding. As CGU have a new product offering, we have taken this opportunity to rebrand our general insurance products to People First Bank at this time.  

The Product Disclosure Statements (PDS) can be found in your CGU Online Account under ‘Quick Links’ or under ‘Disclosure Documents’ on our website.  

As your policies come up for renewal, you will receive your renewal offer including details of your new policy coverage. 

Yes, you can change your policies to the new product offerings before your scheduled renewal date. However, you will need to cancel your existing policy and take out a new one. 

To discuss your policy coverage or available options you can phone us on 13 11 82.

In the new system the biller reference for the Biller Code will change each year to ensure accurate allocation of payments.  

You can make a claim via your CGU Online Account, details on how to register for your Online Account are included in your renewal offer or in your new business documentation.

Alternatively, you can call CGU on 13 24 80, for 24-hour claims lodgement.

You can lodge a claim through your Online Account or by calling CGU on 13 24 80,  24 hours 7 days a week. CGU will provide you with a Claim reference number and advise you of the next steps. The CGU Claims team will provide regular updates about your claim until it is finalised. Alternatively, you can manage your claims through your CGU Online Account.

The CGU Claims team will provide regular updates about your claim until it is finalised. Alternatively, you can manage your claims through your CGU Online Account or call CGU to discuss your claim on 13 24 80 (13 CGU 0) from 8.30am to 5.00pm wherever you are in Australia, Monday to Friday.

CGU have a range of Comprehensive insurance policies, allowing you the flexibility to choose the level of cover and benefits that are right for you. Alternatively, you can insure your car for fire and theft (plus any property damage you cause to a third party), or for third party property damage only. 

You can add a driver under the age of 25 to your policy. If an accident occurs while an undisclosed driver under 25 is operating your vehicle, we may charge an additional excess.

An age excess applies for drivers under 25 who are at fault in an accident. 

You can make a claim via your CGU Online Account. Details on how to register for your Online Account are included in your renewal offer or in your new business documentation.  
Alternatively, you can call CGU on 13 24 80, for 24-hour claims lodgement.

CGU offers the option to insure your vehicle for either agreed or market value, depending on the level of cover selected and subject to underwriting guidelines. For more information, you can call CGU on 13 11 82. 

CGU will provide temporary cover if you permanently replace your vehicle in the period of insurance from the date of purchase for a maximum of 14 days. All you need to do is contact us with the full details of the replacement vehicle within 14 days of taking ownership of the vehicle. A new premium for your replacement vehicle will need to be calculated. 

CGU’s assessment of your vehicle’s value at the time of the incident you are claiming for, using local market prices and considering the age and condition of your vehicle. It includes any modifications, options or accessories attached to the vehicle, GST, registration, and Compulsory Third Party Insurance (if applicable). 

Agreed value is the amount CGU agrees to insure your vehicle for and remains fixed for the term of the current policy period. It is adjusted on each renewal and shown on your current schedule. An agreed value policy means that in the unfortunate event of your vehicle being declared a total loss, you know what you’ll be covered for, regardless of changes in the market. This value includes modifications, manufacturers' options and accessories that we have agreed to insure. 

No- there is no further discount available to vehicles with an alarm fitted. 

You can choose your excess at the time you take out your policy. If you would like to change your excess you can contact us. All excesses are specified on your insurance policy schedule/ Certificate of Insurance (as applicable). 

Conditions regarding the payment of your excess will vary depending on the policy type, and the incident.

An excess is the amount you may contribute towards the cost of your claim. Your insurance policy schedule or policy booklet Certificate of Insurance shows the amount and types of excesses that apply to your policy. 

A car insurance claim is a request that you lodge to your car insurance provider when you have suffered damage or loss. 

Car insurance premiums vary because we all have different circumstances and needs. For all the factors CGU considers, take a look at the Premium, Excess and Discounts Guide. 

The new CGU Car products provide greater flexibility to decide which benefits are important to you, including the Choice of Repairer option. To discuss your policy and the available options, please phone us on 13 11 82.  

All excesses are specified in your insurance policy schedule or policy booklet and conditions regarding the payment of your excess will vary depending on the policy type, i.e. motor, landlord, etc. For example, with a motor claim, if CGU determines that you are not ‘at fault’ in an incident, CGU will not deduct the excess specified in your insurance policy when CGU settles your claim. However, if CGU determines you are ‘at fault’, the excess will apply.

CGU Car products provide flexibility to decide which benefits are important to you, including the optional excess-free glass extension. To discuss your policy and the available options, please phone us on 13 11 82.

The new CGU Car products provide greater flexibility to decide which benefits are important to you, including the Choice of Repairer option. To discuss your policy and the available options, please phone us on 13 11 82.  

The CGU Claims team will provide regular updates about your claim until it is finalised. Alternatively, you can manage your claims through your CGU Online Account or call CGU to discuss your claim on 13 24 80 (13 CGU 0) from 8.30am to 5.00pm wherever you are in Australia, Monday to Friday. 

You can make a claim via your CGU Online Account, details on how to register for your Online Account are included in your renewal offer or in your new business documentation.

Alternatively, you can call CGU on 13 24 80, for 24-hour claims lodgement.

You can lodge a claim through your Online Account or by calling CGU on 13 24 80, 24 hours 7 days a week. CGU will provide you with a Claim reference number and advise you of the next steps. The CGU Claims team will provide regular updates about your claim until it is finalised. Alternatively, you can manage your claims through your CGU Online Account. 

You can add additional drivers to your policy. If an accident occurs while an undisclosed driver is operating your vehicle, we may charge an additional excess.

You can make a claim via your CGU Online Account. Details on how to register for your Online Account are included in your renewal offer or in your new business documentation.  
Alternatively, you can call CGU on 13 24 80, for 24-hour claims lodgement.

All CGU Building, Contents and Landlord insurance policies automatically include cover for storm, flood, rainwater or wind damage. 

CGU consider whether there is an alarm installed and what type of alarm when determining the premium for a contents policy. 

CGU have a range of options for covering your contents, allowing you the flexibility to choose the level of cover and benefits that are right for you. This includes the option to cover personal items outside of the home for an additional premium. To discuss your coverage needs, you can call us on 13 11 82.