Need to make an insurance claim?

Make a claim online or call the dedicated 24-hour claims hotline on 13 24 80.

  • For all other claims, we are just a call away

    To make a claim contact the dedicated 24-hour claims hotline on 13 24 80  between 8:30am and 5:00pm (ACST).

  • Claims enquiry

    To enquire about an existing claim, call us on 13 11 82 between 8:30am and 5:00pm (ACST).

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

  • Your policy number or personal contact details

  • 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)

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

  • 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

  • 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 & Contents) if applicable.

  • Travel insurance emergency assistance

    For emergency travel insurance assistance, please call our 24-hour emergency assistance hotline.

    Within Australia: (02) 8895 0698, overseas: +61 2 8895 0698.

    Travel Insurance claims email: help@faops.com

  • 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 (ACST) using your allocated claim number.

  • Product Disclosure Statement (PDS) and Policy

    All claims are assessed in accordance with your PDS and Policy wording, along with your specific policy schedule.

    Insurance PDS and Policy - available by clicking here, visiting a branch or on request by calling 13 11 82.

    Your specific policy schedule – a copy can be arranged by calling 13 11 82.

Frequently asked questions

  • What happens when I make a claim?

    Once your claim is lodged with CGU, they will allocate a claims consultant who will contact you with the next step. Your claims consultant will keep you informed about your claim's progress along the way. CGU will give you a claim number which will be your ongoing reference to the claim. You can use this reference for all claims enquiries when providing information to CGU on your claim. Some claims are simple but others are more involved - either way, you can be sure that CGU will be working as quickly and efficiently as possible to process your claim.

  • What information will I need when lodging a claim?

    The more information you are able to give the CGU claims consultant, the quicker we will be able to settle. You will need to provide the following details: Your policy number and type Verify your personal policy details The name of the insured on the policy Detailed description of the incident The date of loss and the loss address Any details of other parties involved (if applicable)

  • What happens with my excess?

    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, land, etc. For example, with a motor claim, if CGU determine that you are not ‘at fault’ in an incident, CGU will not deduct the excess specified in your insurance policy when CGU settle your claim. However, if CGU determine you are ‘at fault’, the excess will apply.

  • Do I have a choice of repairer?

    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.

  • How can I find out how my assessment or repair is progressing?

    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.

  • Will I have to pay an excess for travel insurance claims?

    An ‘excess’ is your contribution towards the cost of a claim. We will reduce the amount we pay 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.

  • What is an excess?

    When you make a claim you may need to contribute an amount towards the cost of that claim. This is called an excess.

  • How can I pay my insurance premiums?

    Your insurance premium can be deducted from an account you nominate on either a monthly or annual basis at no extra cost.

Need some help? We've got you covered.

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