Insurance - frequently asked questions

When you receive your renewal offer from CGU it will provide information on your new policy for your review. The documentation includes a “Summary of Changes” which shows some of the important cover changes between your new policy and your previous policy. 

You should also review your policy documentation including the Product Disclosure Statement and your Certificate of Insurance to ensure that the new policy meets your needs and that the details shown are correct. Contact us if there is any information that requires amendment of updating. 

CGU call centres including claims, as well as their operating hours and locations will remain the same. In addition, CGU have introduced self-service functionality which will allow you to make changes through a CGU Online Account.

No this will not change.

CGU have reviewed their products and have also taken the opportunity to simplify the product names.

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.

Insurance policy premiums can increase or decrease at renewal, and the premium will reflect the risk being insured and new cover type.

Yes, this is legitimate. People First Bank is our new brand formed from the merger of People’s Choice and Heritage Bank. 

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 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.

Your current policy will stay the same until your renewal date. 

Yes. While your new cover has been matched to CGU’s closest comparable cover, there will be differences.  You should read your renewal documentation which includes a Summary of Changes table and Product Disclosure Statement, to ensure the new cover still meets your needs.

To make a change to your policy or to cancel, you can phone us on 13 11 82. Some changes to your policy can be made through your CGU Online Account.

People First Bank is our new brand formed from the merger of People’s Choice and Heritage Bank. Over the coming months you will see our exciting new People First Bank branding. As CGU have a new product offering, we have taken this opportunity to rebrand our general insurance products to People First Bank at this time.

In the new system the biller reference for the Biller Code will change each year to ensure accurate allocation of payments.  

You can continue to make payments via direct debit. You can pay fortnightly, monthly, quarterly or annually, and you can select a payment date that works for you. 

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.

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.

The more information you are able to give the CGU claims consultant, the quicker CGU will be able to deal with your claim. You will need to provide the following details:  
• your policy number and type;  
• the name of the insured on the policy;  
• a detailed description of the incident;  
• the date of loss and the loss address;  
• and any details of other parties involved (if applicable). 

An ‘excess’ is your contribution towards the cost of a claim. CGU will reduce the amount CGU pays you for a claim for any one incident by your excess amount. This can be found on your policy schedule. You cannot remove the excess by paying a higher premium. 

CGU have a range of Comprehensive insurance policies, allowing you the flexibility to choose the level of cover that is right for you. Alternatively, you can insure your car for fire and theft only as well as any property damage you cause to a third party, or for third party property damage only. 

If your child is a learner driver they are covered without the need to be listed on the policy; however, they must be accompanied by a fully licenced driver. Refer to the Product Disclosure Document as excesses may apply and vary for the supervising driver. 

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. 

If it's agreed the incident was not the fault of the driver of your vehicle, and CGU is 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.

While the static item in an insurance quote is the type of car and where you live, insurers pricing includes a range of elements including what is covered in the policy and the dollar limits of each cover. Other elements affecting price are how much you drive your vehicle, and how many people drive your vehicle. Therefore it is important for you to check your insurance policy to make sure it has the level of protection that best suits your needs, and take advantage of any discounts that may be available.

Yes – as long as they meet CGU's standard acceptance criteria. CGU generally covers standard-spec EV, hybrid and PHEV vehicles. 

You can check the PDS for all the details of what is and isn’t covered to make sure you’re choosing the right cover for your circumstances. 

An excess is the amount you may contribute towards the cost of your claim. Your insurance policy schedule or 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. 

If you have chosen a Comprehensive Plus or Comprehensive Policy, you can add Optional Cover to choose your own repairer. If you have that Optional Cover, you will need to provide CGU with a written quote from your chosen supplier. If the quote is found to be fair and reasonable (comparable to any quotes CGU has received), then you can engage your repairer or supplier once you obtain CGU’s approval. Alternatively, you can choose to use one of CGU’s managed repairers. CGU’s supplier network is extensive and can provide you with prompt attention at a time that is convenient to you. 

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.

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 can choose to use CGU’s managed repairers. CGU’s supplier network is extensive and can provide you with prompt attention at a time that is convenient to you. 

For queries on motor assessments and repairs you can call 13 24 80 (13 CGU 0) from 8.00am to 5.00pm ACST Monday to Friday.

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.

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. 

We will ask for reasonable confirmation of ownership. This will allow us to replace your item or items with the best possible match. This type of confirmation can vary from item to item, or situation to situation. A combination of receipts, warranty books and photos are the preferred methods of confirming ownership. 

In the event of a loss you may want to replace any items damaged or stolen with brand new items, so you will need to have enough insurance to cover the replacement cost of all your contents. And think about more than just your ‘big ticket’ items like the fridge and tv – there are a lot of items of value inside your cupboards too! Remember to add on the cost of replacing clothes, crockery, books etc. 

Additional excesses apply for the following claim types:
- An earthquake
- Tsunami
- Vandalism or malicious acts by tenant or visitor
- Deliberate or intentional acts by tenant or visitor
- Theft by tenant- rent default
- Accidental damage by tenant.

Multiple excesses may apply when there are a number of separate identifiable events. 

Rent Default applies when a tenant fails to pay the agreed rent and is in breach of a written, rent agreement or periodic tenancy agreement. Loss of Rent applies when your building or sections of your building suffer loss or damage and are uninhabitable. As a result, you will be covered for any loss of rent equal to the weekly amount as stated on your rental agreement or periodical tenancy agreement for up to 12-months. The most that will be paid is up to the sum insured, as listed on your schedule. Note: Rent Default and Loss of Rent are noted as optional cover; when purchased they will be included on the most recent schedule.