Help for your insurance

You can make a claim by contacting CGU's 24/7 claims team on 13 24 80.

Home or motor vehicle claims can also be made online by visiting the CGU insurance claims page.

To make an insurance claim you'll need your policy number and the time, date and details of the event – whether it be a car accident, home damage or lost/stolen property.

For car insurance claims, you'll also need the details of any other people involved in the incident including their name, address and registration number, contact details and any relevant documents.

Find out more about making an insurance claim.

The changes you can make to your policies using your online account depend on the specific policies you hold.

For example, if you have a Comprehensive Car Insurance policy, you can:

• Add/edit the car's VIN
• Add/remove a windscreen option
• Add/remove a hire car
• Add/remove drivers
• Add/remove the car's credit provider
• Amend your excess
• Amend your sum insured
• Change and view your risk address
• Change kilometres driven/garaging
• Change the address where the car is kept
• Change your car's number plate details
• Switch from agreed value to market value

For more information about what changes you can make to your policy, please
contact CGU on 13 24 81.

You can choose to pay your premium fortnightly, monthly or yearly – the choice is yours.

If you want to pay yearly up front, you can choose to pay by direct debit or BPAY. If you choose to pay fortnightly or monthly you can pay by direct debit. 

You will choose your payment method and frequency when you take out the policy.

You'll receive your insurance policy renewal via your preferred method (email or post) a few weeks before your policy is due to expire. Please make sure your contact details are up-to-date and advise us of any changes to your personal circumstances or the insured asset, as this may require changes to your policy.

If you're making monthly or quarterly direct debit payments on your policy, and are happy with your policy renewal information, you don't need to do anything. Your policy will automatically renew at the new premium amount advised. If you pay annually, you'll need to arrange payment of the premium amount quoted.
 
If you would like to speak to someone about your policy renewal, or make changes to your policy,  please call us on 1300 228 228 and one of the team will be happy to help.

An insurance excess is the amount that you'll need to pay towards the cost of an insurance claim.

There are different types of excess that apply to different policies. For example, in addition to the basic excess which applies when you make a claim on Car insurance, you may also be required to pay an age excess, inexperienced drivers excess or additional excess. Please refer to your Product Disclosure Statement for more information.

We offer a range of insurance covers, including Travel Insurance, for added peace of mind when travelling within Australia or overseas.

You can get a quote online at any time.

Get a Travel Insurance quote

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

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

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

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 Product Disclosure Statement for all the details of what is and isn’t covered to make sure you’re choosing the right cover for your circumstances.

Yes, you can. The calculation provided is just a guide. It's your responsibility to ensure your home is insured for its full replacement value. However, if you insure your home or contents for more than the cost to repair, replace, or rebuild, CGU will only pay the actual cost of repairing, replacing, or rebuilding.

Accidental damage cover protects you when unexpected mishaps occur around your home. For instance, it would cover you if your child accidentally knocked over the TV and broke the screen, or if you accidentally put your foot through the ceiling while in the roof. Whether your building, contents, or both are covered depends on your policy. Accidental damage cover can be added as an optional benefit to your Building and Contents Standard policy. If you upgrade to Building and Contents Plus, it’s automatically included.

Yes, you can choose who repairs your home. However, if you decide not to use one of CGU’s partner repairers, they won't be able to guarantee the workmanship or repairs that are completed, nor assist in managing the repairer regarding timeframes or quality. CGU will also only pay you the fair and reasonable amount that the repairs should cost.

• General contents: These are items you keep in and around your home that aren't permanently attached to the structure, like furniture.
• Valuable contents: These are part of your general contents but have a coverage limit of $2,500 in total for all items in the following categories:
  • Works of art
  • Collections
  • Jewellery and watches
  You can insure items in these categories for higher amounts by opting for Valuable contents as an additional benefit. 
• Portable contents: These are items that you or your family can take outside of your home. Coverage for these items is only available if you choose portable contents as an optional benefit.

General contents held in storage can be covered under a home insurance policy if you inform CGU before moving your items into storage and if CGU's acceptance criteria are met. Refer to the Product Disclosure Statement for information on items not covered while in storage.

Please note: Valuable contents are not covered while in storage.