CGU has moved quickly to respond to three catastrophe events across Australia – Cyclone Ului, the Perth storms and Melbourne storms. This is the first time the insurance industry has had to manage the impact of three catastrophe events at the same time.
We are doing everything we can to help customers as quickly as possible.
Dedicated claims service
We have established a dedicated claims team for each of the three events, drawing on our national resources and presence. This will ensure we can support you throughout the claims management process.
In Far North Queensland, we have also established a local claims presence in Mackay and Proserpine.
We encourage customers who have yet to make a claim from these major events to use our dedicated 24-hour claims hotline – 1800 252 461 – or to speak with their insurance broker or adviser.
Responding to your claims
CGU is prioritising all claims based on the level of damage and need for critical repairs.
We are working closely with our network of preferred suppliers across Australia to ensure claims assessments and any repairs can be completed as soon as possible.
It is becoming clear that the significant volume of claims from all three events will cause industry-wide delays in completing damage assessments and repairs. We appreciate this will be frustrating for affected customers and are doing everything we can to alleviate this situation.
Cyclone Ului – Far North Queensland
At this stage, CGU has only received a small number of claims, however, we are expecting this will increase over the coming week as the clean up begins.
We have established a local claims presence in Proserpine and Mackay to support our customers and to provide a face-to-face lodgement option.
These CGU people are located at the Canegrowers Buildings:
- Proserpine – 88 Main Street, Proserpine
- Mackay – 120 Wood Street, Mackay
We have also sent generators and tarps to the area to assist with ‘make safe’ work.
Perth storms overview
Customers have begun lodging claims for this event, one of the biggest in Perth’s history, and our dedicated Perth storm claims team is working around the clock to help them.
We want to assure you that CGU’s standard home and motor policies cover damage by storm and hail, subject to normal policy terms and conditions.
We are also working closely with our network of preferred suppliers to ensure assessments of claims and any repairs can be completed as soon as possible, as well as investigating additional resourcing options.
Melbourne storms overview
To date, CGU has received over 4,500 claims from this event, mostly for damage to homes and vehicles.
We have a specialist team managing all Melbourne storm claims, and that team is working seven days a week to ensure we service our customers as quickly as possible, while maintaining repair quality standards.
We have also set up dedicated vehicle assessment centres around Melbourne to help manage the large number of vehicle assessments.
We will continue to keep you informed about our ongoing response to these three major events.