FAQ

Most popular questions...

• 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.

• How do I make an insurance claim?

  Making a claim is easy. Just call CGU on 13 24 80 and quote your policy number. You can make a claim 24 hours a day, seven days a week.

  Have an existing policy? Here is a list of contact details for our insurers.

• Will I have to pay an excess if the accident was not my fault?

  If it's agreed the incident was not the fault of the driver of your vehicle, and we are provided with the contact details of the person who caused the incident, including their name, current residential address and vehicle registration, and who they are insured with, you won't need to pay your excess.

• My child under 25 drives the car occasionally. Do they need to be listed as a nominated driver?

  If you have a Nominated Driver Motor Vehicle Insurance Policy or a Nominated Driver Low Kilometre Motor Vehicle Insurance Policy, you will need to update your policy to a standard Motor Vehicle Insurance Policy as the Nominated policies do not cover any loss, damage or liability if your vehicle is driven by someone who is under 25 years of age.

• 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.

More questions...

• 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 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.

• If I have an existing insurance policy, can my no claim bonus be transferred over?

  We base our no claim bonus on your driving history not your insurance history, even if you haven't had insurance in your name in the past.

• Do I have a choice of either agreed or market value?

  You have a choice to insure your vehicle for either an agreed value or the market value.

• 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.

• I'm in the process of buying and selling a new car, what happens to my insurance during this time?

  We 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.

• What type of Insurance do I need?

  Comprehensive Insurance offers the most cover for you and your car if something goes wrong like an accident or storm damage. It’s also our most popular policy. If your car doesn’t need that much cover or Comprehensive is out of your budget, then take a look at a Third Party policy. They still include $30 million in liability cover which protects you if you damage other cars and property so you’re not stuck with a big bill after an accident. And with Third Party Fire and Theft, your car’s still covered if it’s stolen or catches fire. See the PDS for more details

• Why do I have to pay an age excess?

  Insurance research shows drivers under 25 have a higher likelihood of lodging a claim where they are at fault. To compensate for that, an age excess applies if you are at fault in an accident.

• What does 'market value' mean?

  The amount of money it would cost to replace your vehicle in your local area with an identical vehicle. This takes into account the condition of your vehicle. It also includes any GST and stamp duty you must pay for the transfer of ownership of the replacement vehicle.

• What does 'agreed value' mean?

  Agreed value is the amount we agree 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.