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Making a General Insurance Claim

With People’s Choice and CGU, making a claim can be quick, simple and hassle-free. You can lodge a claim anytime – 24 hours, 7 days a week

To make a claim contact the dedicated 24-hour claims hotline on 13 24 80 or to enquire about an existing claim, call us on 13 11 82 between 8:30am and 5:00pm (ACST).

When making a claim you will be asked to provide the following:

  • Your policy number or personal contact details
  • The 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
  • The 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
  • Details of the incident including date, time and location and specific infomation on damage to property or items lost. This information will assist in the efficient processing of the claim.

What happens next?

  • After your claim details are confirmed, you will be provided with a claim number and your excess payable (if applicable)
  • 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
  • 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

Tips to assist the claims process:

  • Take photos of damage to your property/any other property involved in the incident
  • In most states you can report a crash online with your local police service, which will provide you with an incident report number

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:

Travel Insurance claims email: [email protected]

Product Disclosure Statement (PDS) & Policy

All claims are assessed in accordance with your PDS & Policy wording, along with your specific policy schedule.

Insurance PDS & Policy - Available by clicking here, visiting a branch or on request by calling 13 11 82.

Your specific policy schedule – A copy can be arranged by calling 13 11 82.

 

Motor Vehicle, Home & Contents, Landlords, Travel, Motorcycle, Boat, and Caravan Insurance

New Claims
Existing Claims

13 24 80
13 11 82

 24 Hours
8:30am - 5:00pm (ACST)		 7 Days 
M-F*

Emergency Travel Assistance - Travel Insurance 

Reverse charges available. Emergency assistance is for emergencies only – if this is not an emergency please call 13 11 82.
Within Australia
Whilst Overseas		 (02) 8895 0698
+61 2 8895 0698		 24 Hours
24 Hours		 7 Days 
7 Days 
Or you can email requests for emergency assistance to: [email protected]

*Not open during nation public holidays.

Most popular questions...

  • 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, 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. CGU will advise if you will need to pay an excess on your claim.

  • Do I have a choice of repairer?

    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 Partner 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.

  • What information will I need when lodging a claim?

    The more information you are able to give the CGU claims consultant, the quicker we will be able to process your claim.

    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 the incident or event and the address/location where it happened
    • Any details of other parties involved (if applicable)
  • How can I find out how my assessment or repair is progressing?

    For queries on motor assessments and repairs you can call 13 11 82 from 8:00am - 8:00pm (ACST) 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.

More questions...

  • How can I pay my insurance premiums?

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

  • What happens when I make a claim?

    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.

Call 13 11 82

Subject to the product issuer’s underwriting rules and acceptance guidelines.

Policy conditions, limitations and exclusions apply. Please read the Product Disclosure Statement (PDS) for full details. Terms, conditions and exclusions apply and are available upon application.

The information above is general advice only and does not take into consideration your personal objectives, financial situation or needs (“your personal circumstances”). Please consider the relevant Product Disclosure Statement (PDS), other Disclosure Documents and your personal circumstances before making any decision to purchase the products. Contact us on 13 11 82 with any questions, or visit your nearest branch to talk to a consultant.

General insurance (including Travel Insurance) is issued by Insurance Australia Limited ABN 11 000 016 722 AFSL 227681 trading as CGU Insurance.


People’s Choice Credit Union, a trading name of Australian Central Credit Union Ltd. ABN 11 087 651 125 Australian Financial Services Licence 244310, acts under its own Australian Financial Service Licence and under an agreement with the insurer Insurance Australia Limited ABN 11 000 016 722 AFSL 227681 trading as CGU Insurance.

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