Insurance - frequently asked questions

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.

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.

You can add a driver under the age of 25 to your policy. If an accident occurs while an undisclosed driver under 25 is operating your vehicle, we may charge an additional excess.

An age excess applies for drivers under 25 who are at fault in an accident. 

You can make a claim via your CGU Online Account. Details on how to register for your Online Account are included in your renewal offer or in your new business documentation.  
Alternatively, you can call CGU on 13 24 80, for 24-hour claims lodgement.

CGU offers the option to insure your vehicle for either agreed or market value, depending on the level of cover selected and subject to underwriting guidelines. For more information, you can call CGU on 13 11 82. 

CGU 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.

CGU’s assessment of your vehicle’s value at the time of the incident you are claiming for, using local market prices and considering the age and condition of your vehicle. It includes any modifications, options or accessories attached to the vehicle, GST, registration, and Compulsory Third Party Insurance (if applicable). 

Agreed value is the amount CGU agrees 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. 

No- there is no further discount available to vehicles with an alarm fitted. 

You can choose your excess at the time you take out your policy. If you would like to change your excess you can contact us. All excesses are specified on your Certificate of Insurance (as applicable). 

Conditions regarding the payment of your excess will vary depending on the policy type, and the incident.

An excess is the amount you may contribute towards the cost of your claim. Your policy booklet Certificate of Insurance shows the amount and types of excesses that apply to your policy. 

A car insurance claim is a request that you lodge to your car insurance provider when you have suffered damage or loss.

Car insurance premiums vary because we all have different circumstances and needs. For all the factors CGU considers, take a look at the Premium, Excess and Discounts Guide. 

The 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.  

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.

CGU Car products provide flexibility to decide which benefits are important to you, including the optional excess-free glass extension. To discuss your policy and the available options, please phone us on 13 11 82.

All CGU Building, Contents and Landlord insurance policies automatically include cover for storm, flood, rainwater or wind damage. 

CGU consider whether there is an alarm installed and what type of alarm when determining the premium for a contents policy. 

CGU have a range of options for covering your contents, allowing you the flexibility to choose the level of cover and benefits that are right for you. This includes the option to cover personal items outside of the home for an additional premium. To discuss your coverage needs, you can call us on 13 11 82. 

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 or a credit or debit card on either a fortnightly, monthly or annual basis at no extra cost. 

Yes. Your new cover has been matched to the closest comparable cover. You should read your renewal documentation which includes a Summary of Changes table and Product Disclosure Statement to ensure the cover still meets your needs.

Quotes are valid for 21 days. You will have received an email with the details of your quote and a quote number. To retrieve it you can click on the link in your email or contact us on 13 11 82 to help you retrieve it. You can also retrieve saved quotes through your CGU Online Account once you have registered.