Need to make an insurance claim?
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 incident
Including: 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 number
For 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 details
Details of the incident including date, time and location and specific information on damage to property or items lost
Emergency situations
In an emergency situation, please advise claims staff so they can assist you with emergency repairs (Motor) or accommodation (Home & Contents) if applicable.
Travel insurance emergency assistance
For emergency travel insurance assistance, please call our 24-hour emergency assistance hotline.
Within Australia: (02) 8895 0698, overseas: +61 2 8895 0698.
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 wherever you are in Australia using your allocated claim number.
Product Disclosure Statement (PDS) and Policy
Frequently asked questions
What happens when I make a claim?
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.
What happens with my excess?
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.
Do I have a choice of repairer?
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.
How can I find out how my Motor assessment or repair is progressing?
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.
What is an excess?
When you make a claim you may need to contribute an amount towards the cost of that claim. This is called an excess.
How can I pay my insurance premiums?
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.
