Our Commitment to You
At CGU, we are committed to the continuous improvement of our customer service culture, ensuring we are always ready to listen, help and advise you.
We know the real test of an insurance policy is in the way claims are handled. Our approach is to always ensure we promptly pay all valid claims. We also have clear and fair guidelines and procedures for handling any disputes that may on occasion arise.
Of course there is always room for improvement, so we welcome your feedback about our products, people and services to make sure we meet your expectations every time you deal with us.
The Customer Service Charter outlines what you can expect from us and how you can contact us.
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CGU is committed to providing an efficient, helpful and professional service. We do this by:
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Working to resolve claims quickly
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Providing clear, concise and regular explanations
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Responding to telephone enquiries within one business day
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Sending acknowledgements to emails enquiries within one business day and enquiries sent by mail within two business days
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Complying with industry and government regulations
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Being honest and transparent
Ways you can provide feedback
Your feedback is important to us. Whether you would like to provide a suggestion, pay a compliment, or make a complaint, your feedback allows us to monitor whether we are meeting our customer's expectations.
You can provide us with feedback, by completing our online customer feedback form, or by contacting one of our Customer Feedback Analysts:
New South Wales
Customer Feedback
CGU Workers Compensation (NSW) Limited
PO Box 9960
Sydney NSW 2001
Phone: 1800 801 241 (toll free)
Fax: (02) 9088 9688
Email: customer.feedback@cgu.com.au
Raising concerns with CGU Workers Compensation
If you are not satisfied with any decision made regarding management of a claim or policy, you should contact your CGU Workers Compensation representative to discuss the matter. If the issue is not resolved satisfactorily, you can request that the matter be reviewed by a CGU Manager by lodging a formal complaint through our online customer feedback form. See our customer feedback policy for more information.
Raising concerns with the WorkCover NSW Authority
WorkCover NSW has established the Claims Assistance Service (CAS) to assist resolution of problems that may rise during the workers' compensation claims process. For more information on this process, refer to the WorkCover website or contact the Claims Assistance Service (CAS) on 13 10 50.