I have been with CGU for years, and never had an "At Fault" claim. A Hand Car Wash scratched my car and chipped some paint. The Director of the business said he would pay the claim (I got this on audio too). He later told his insurance he wouldn't pay it. CGU made it very difficult for me to send them video evidence (of the paint being chipped on video), and the audio of the guy saying he would pay. They aren't willing to accept the scratch because I don't have it on video. I asked them repeatedly for weeks who do I send the video and audio to. THEY DIDN'T HAVE THE ABILITY TO VIEW OR LISTEN TO IT, they said! WEEKS later, they ask me to send it to their office in Melbourne so they can send it to someone in Brisbane to have a look. After this, they constantly LIE that they have seen or heard the recordings I sent them. They CAN'T even tell me at what point in the video the damaged happened! (This is from several different people I spoke to as well.) 2 MONTHS LATER, they "find" an Assessor to come and look at my vehicle and the recordings. He then FURTHER DAMAGES the chipped paint, then takes photos of the extra damage just done and says "That looks pretty OLD to me...". (Trying to cover himself!). He even admits FINALLY that nobody has HEARD the audio recording of the other guy admitting liability (saying he will pay) !!! Nothing done since then, except the constant emails from CGU saying that repairs have been approved and I can go ahead with the quote I was given to fix it... just pay the $600 excess. WHAT...??? ME pay it??? I DIDN'T DO THE DAMAGE, and their "Assessor" tried to make it look like I did it!

Now 3 months later, I've had to go through the Ombudsman. There is a "Bad Faith" law that Insurance Companies can be held accountable to when they DELAY and DENY claims like they have done with mine. Look this law up. I seriously doubt they have handed over ANYTHING to the other Insurance company (or if they have, that the other company have even bothered looking at it!).

Just an experience from a faithful customer of many years with CGU...THANKS CGU!