When making a claim you'll be asked to provide the following:
Your policy number or personal contact details
Contact details of anyone involved in the incidentIncluding: name, current address, phone number and insurance details if known and any other relevant information (e.g. vehicle registration number)
Any relevant letters, notices, court documents relating to the incident
Incident report numberFor any claims in relation to theft or attempted theft, vandalism or malicious act - the police will provide you with this number when you report the incident
Incident detailsDetails of the incident including date, time and location and specific information on damage to property or items lost
Emergency situationsIn an emergency situation, please advise claims staff so they can assist you with emergency repairs (Motor) or accommodation (Home & Contents) if applicable.
What happens next?
1. After your claim details are confirmed, you'll be provided with a claim number and your excess payable (if applicable).
2. Your claim will be allocated to a claims consultant who will contact you regarding the next steps, your claims consultant will keep you informed about the status of your claim throughout the whole process.
3. If you need to enquire about the status of your claim, call 13 11 82 between 8:30am - 5:00pm (ACST) using your allocated claim number.
Product Disclosure Statement (PDS) and Policy
Frequently asked questions
- Once your claim is lodged with CGU, they will allocate a claims consultant who will contact you with the next step. Your claims consultant will keep you informed about your claim's progress along the way. CGU will give you a claim number which will be your ongoing reference to the claim. You can use this reference for all claims enquiries when providing information to CGU on your claim. Some claims are simple but others are more involved - either way, you can be sure that CGU will be working as quickly and efficiently as possible to process your claim.
- The more information you are able to give the CGU claims consultant, the quicker we will be able to settle. You will need to provide the following details: Your policy number and type Verify your personal policy details The name of the insured on the policy Detailed description of the incident The date of loss and the loss address Any details of other parties involved (if applicable)
- 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, land, etc. For example, with a motor claim, if CGU determine that you are not ‘at fault’ in an incident, CGU will not deduct the excess specified in your insurance policy when CGU settle your claim. However, if CGU determine you are ‘at fault’, the excess will apply.check link
- You can choose your own repairer or supplier if you would like to. To do this you will need to provide CGU with a written quote from your chosen supplier. If the quote is found to be fair and reasonable (that is comparable to the quotes CGU have received), then you can engage your repairer or supplier. Alternatively you are can choose to use CGU’s managed repairers. This will simplify the process and save time. CGU’s supplier network is extensive and can provide you with prompt attention at a time that is convenient to you.
- For queries on motor assessments and repairs you can call 13 24 80 (13 CGU 0) from 8.00am to 5.00pm ACST Monday to Friday.
- An ‘excess’ is your contribution towards the cost of a claim. We will reduce the amount we pay you for a claim for any one incident by your excess amount. This can be found on your policy schedule. You cannot remove the excess by paying a higher premium.
- 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 on either a monthly or annual basis at no extra cost.