Making a general insurance claim

CGU is there for you 24hrs a day, 7 days a week.
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Need to make an insurance claim?

Make a claim through your CGU Online Account or call CGU's claims team 24 hours a day, 7 days a week on 13 24 80.
Call 13 24 80

Claims enquiry

To enquire about an existing claim, call us on 13 11 82 between 8:30am and 5:00pm wherever you are in Australia.

Call 13 11 82
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Making a claim

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

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    Your details
    Your policy number or personal contact details

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    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)

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    Documentation
    Any relevant letters, notices, court documents relating to the incident

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    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

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    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 and Contents) if applicable.

In case of fire, medical or police emergency, dial Triple Zero (000).

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.
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Policy documents

All claims are assessed in accordance with your PDS and Policy wording, along with your specific policy schedule.
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Product Disclosure Statements (PDSs)

Insurance PDSs are available:

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Your specific policy schedule

A copy can be arranged by calling 13 11 82.

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.

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.

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.  

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.

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. 

Talk to us about your insurance needs today.

Get in touch with us and we can help you get the answers you need.

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