CGU Car Insurance Claim: What You Need to Know

CGU Car Insurance Claim: What You Need to Know

If you have been in a car accident or experienced damage to your vehicle, you may need to make a car insurance claim with CGU. CGU is one of the leading car insurance providers in Australia, offering comprehensive coverage and support for their policyholders. While making a claim can seem daunting, CGU strives to make the process as straightforward and stress-free as possible. In this article, we will guide you through the steps of making a CGU car insurance claim, so you can get back on the road with confidence.

Step-by-Step Guide: Making a Claim with CGU Insurance

If you need to make a claim with CGU Insurance, it can feel overwhelming. However, the process is straightforward if you follow these steps.

Step 1: Report the Incident

The first step after an accident or incident is to report it to CGU Insurance as soon as possible. You can do this online or by calling them on 13 24 80. You will need to provide your policy details, contact information, and details about what happened.

Step 2: Assessing the Claim

CGU Insurance will assess your claim and may ask for further information or evidence. They may also arrange for an assessor to inspect the damage or loss.

Step 3: Approval of the Claim

If your claim is approved, CGU Insurance will inform you of the outcome and any excess or applicable costs. They will also provide you with details on how to proceed with repairs or replacements.

Step 4: Repairs and Replacements

You can choose to use one of CGU Insurance’s preferred repairers or choose your own. If you choose your own, CGU Insurance will need to approve the quote and repairer before work can begin. If your claim involves a replacement, CGU Insurance will provide you with a replacement item or arrange for a replacement to be provided.

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Step 5: Finalizing the Claim

Once the repairs or replacements have been completed, CGU Insurance will finalize the claim. If there are any outstanding costs, such as excess or repair costs, these will need to be paid before the claim is finalized.

Understanding Excess in Insurance: What Happens When Repair Costs Fall Below Excess?

When you take out an insurance policy, you will usually be required to pay an excess fee if you make a claim. The excess is the amount of money that you agree to pay towards the cost of any claim that you make, and it is designed to reduce the insurer’s risk. Understanding how excess works is important if you want to make a claim, as it can affect how much money you receive.

What is excess in insurance?

Excess is an amount of money that you agree to pay towards the cost of any claim that you make. It is a way of sharing the risk between you and your insurer, and it helps to keep insurance premiums affordable. There are two types of excess: compulsory and voluntary.

Compulsory excess

Compulsory excess is set by the insurer, and it is a fixed amount that you must pay towards the cost of any claim that you make. The amount of compulsory excess varies depending on the type of policy that you have, and it is often higher for younger or inexperienced drivers.

Voluntary excess

Voluntary excess is an amount of money that you agree to pay towards the cost of any claim that you make, on top of the compulsory excess. You can choose the amount of voluntary excess that you want to pay when you take out your policy. The higher the voluntary excess, the lower your insurance premium is likely to be.

What happens when repair costs fall below excess?

If the cost of repairing your car is less than the amount of excess that you have agreed to pay, you will not receive any money from your insurer. For example, if your excess is $500 and the cost of repairing your car is $300, your insurer will not pay anything towards the cost of the repair.

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However, it is important to note that you should still report the claim to your insurer, even if the repair costs are less than your excess. This is because your insurer needs to know about any accidents or incidents that you are involved in, even if they do not result in a payout.

Get in Touch with CGU: Quick and Easy Contact Methods Explained

If you need to contact CGU regarding your car insurance claim, there are various quick and easy methods available to get in touch with them. Here are some of the ways to contact CGU:

Call CGU

The easiest way to contact CGU is by calling their customer service hotline at 13 24 81. This hotline is available 24/7 to assist you with your queries and concerns.

Make a Claim Online

If you prefer to make a car insurance claim online, you can visit CGU’s website and fill out their online claim form. You can also track the progress of your claim through their online portal.

Visit a CGU Branch

If you want to talk to a CGU representative in person, you can visit one of their branches. You can find the list of their branches on their website.

Send an Email

If you have a non-urgent inquiry or concern, you can email CGU at They will respond to your email as soon as possible.

Connect with CGU on Social Media

You can also connect with CGU on their social media accounts such as Facebook, Twitter, and LinkedIn. They usually respond to queries posted on their social media pages within a few hours.

By using any of the above methods, you can easily get in touch with CGU and have your car insurance claim addressed quickly and efficiently.

Understanding CGU’s Refunds: What You Need to Know

If you need to make a CGU car insurance claim, it’s important to understand the refund process. Here’s what you need to know:

When Are Refunds Available?

Refunds are available in the following situations:

  • If you cancel your policy
  • If you overpay your premium
  • If you are entitled to a refund as part of your claim settlement
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How Do I Cancel My Policy?

If you want to cancel your policy, you can do so by contacting CGU directly. They will calculate any refund that you are entitled to based on their cancellation policy. Keep in mind that if you cancel your policy before it expires, you may have to pay an early termination fee.

How Are Refunds Calculated?

The amount of your refund will depend on the reason for the refund. Here’s how refunds are calculated:

Policy Cancellation

If you cancel your policy, CGU will calculate your refund based on their cancellation policy. This policy takes into account the time remaining on your policy and any fees or charges that apply.


If you overpay your premium, CGU will refund the excess amount. This will be calculated based on the amount you paid and the amount that was due.

Claim Settlement

If you are entitled to a refund as part of your claim settlement, CGU will calculate the amount based on the settlement agreement. This may include any excess that you paid, as well as any other costs that were covered by the settlement.

How Will I Receive My Refund?

Refunds are typically paid back to the same payment method that you used to make the original payment. For example, if you paid by credit card, the refund will be credited back to that same card.

How Long Will It Take to Receive My Refund?

The amount of time it takes to receive your refund will depend on the reason for the refund. In general, refunds for policy cancellations are processed within a few business days. Refunds for claim settlements may take longer, depending on the complexity of the case.

By understanding CGU’s refund process, you can make sure that you receive any refunds that you are entitled to in a timely manner.

As we come to the end of this article about CGU car insurance claims, my final tip for you is to always make sure you have the necessary information and documentation on hand when making a claim. This includes details of the incident, photos of any damage, and any relevant police reports or witness statements. By being prepared, you can help streamline the claims process and ensure you receive the support and assistance you need during a difficult time.

Remember, at CGU, we are here to help you every step of the way during your claims journey. If you have any questions or concerns, don’t hesitate to reach out to our customer service team for support. Thank you for reading, and we wish you safe and happy travels on the road ahead.

If you found this article informative and engaging, be sure to visit our Auto insurance section for more insightful articles like this one. Whether you’re a seasoned insurance enthusiast or just beginning to delve into the topic, there’s always something new to discover in See you there!

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