Make an insurance claim

Once your claim is lodged, you’ll be allocated a claims consultant to personally help you. Your consultant will let you know the next steps. You’ll be kept informed about your claim's progress along the way.

You’ll also be given a personal claim number. This makes it quick and easy to reference your claim, so please use it for all enquiries and when providing claim information.

Some claims can be processed immediately, while other more complex claims take longer for us to carefully work through the details.

Please contact your claims consultant for progress updates. Remember, the more information you provide when you make a claim, the quicker it can be processed.

We will investigate and endeavour to gather full incident descriptions from all parties and any relevant witnesses. We will then consider all applicable information to decide who is at fault.

If you are unhappy with our decision, you can raise the issue through our four-step dispute-resolution process (outlined below in the question ‘What is the claim resolution dispute process?’). You can speak to your claims consultant for help in this process.

Your claim consultant will lodge a claim before arranging any repairs or replacement. We can help by recommending licensed, experienced repairers.

Yes. You are free to choose your own repairer or supplier. You must choose a repairer who has all necessary licenses and authorisations required by law, and obtain our authorisation for the repairs and quoted cost before these repairs begin.

All excesses are clearly specified in your insurance policy schedule or policy booklet. The conditions regarding the payment of your excess will vary depending on the policy type.

For car insurance claims, if you’re not at fault and have provided the relevant information, you won’t pay your excess. But if you are found to be at fault, we will deduct the excess specified in your insurance policy when you settle your claim.

If you are unhappy with the way your claim is progressing or wish to dispute a decision we have made, there is a simple, transparent, dispute resolution process.

Step 1: Talk to us

If you have a dispute or complaint, speak with your claims consultant. If they can’t resolve the matter to your satisfaction, ask to speak to a team manager. If you are still not satisfied with our response, you may seek an independent review.

Step 2: Seek a review

You can be referred to CGU’s Internal Dispute Resolution team, who will conduct a review of your dispute. If you are still not satisfied with the response, you may seek an independent review.

Step 3: Get assistance from Bendigo Bank

If you are unhappy with the claims experience through CGU, call the Bendigo Bank Customer Feedback Team on 1300 361 911, or contact your local Bendigo Bank Branch.

Step 4: Request an independent review

Please ask your claims consultant for more information about our complaint resolution procedures.