CGU Insurance Claims

When disaster strikes and you need to make a claim with CGU, we make the process as smooth as possible. We understand CGU's claims requirements, documentation standards, and scope-of-works procedures — so we can provide you with everything you need to submit a successful claim and get your life back to normal.

Our relationship with CGU means we understand their claims process, required documentation, and scope-of-works approval procedures. This experience translates to faster claim approvals, fewer delays, and a better outcome for you.

We bill you directly — not your insurer. This means work begins immediately without waiting for insurer approval or scope-of-works sign-off. Once restoration is complete, we provide full documentation to support your CGU claim for reimbursement. Payment plans are available through our finance partner, Blue Fire Finance.

Filing a disaster recovery claim with CGU follows a straightforward process when you have an approved provider managing it for you:

1. Contact us for emergency response — Call or submit an online form. We dispatch a local team immediately while simultaneously notifying CGU of the incident.
2. On-site assessment and documentation — Our technician documents all damage with photos, moisture readings, and a detailed scope of works for CGU's review.
3. Scope and costings documentation — We prepare a detailed scope of works and costings that meets CGU's requirements, giving you everything you need for your reimbursement claim.
4. Professional restoration — Once approved, we begin restoration using certified technicians and industrial-grade equipment. We keep both you and CGU updated throughout.
5. Completion and sign-off — We conduct a final inspection, provide completion documentation to CGU, and hand your property back in pre-loss condition.

While every CGU policy differs, most home and commercial policies cover restoration for the following sudden, accidental events:

• Water damage — Burst pipes, leaking appliances, roof leaks from storms, and accidental overflow.
• Fire and smoke damage — Kitchen fires, electrical fires, bushfire ember attack, and associated smoke/soot damage.
• Storm damage — Wind damage, hail damage, fallen trees, and rain water ingress.
• Flood damage — Depending on your policy level and whether flood cover is included.
• Impact damage — Vehicle impact, falling objects, and vandalism (with some policy variations).

Common exclusions across most CGU policies include gradual damage from lack of maintenance, pre-existing mould, wear and tear, and damage from unapproved renovations. If you are unsure about your coverage, our team can review yourCGU policy at no cost.

Understanding how billing works ensures there are no surprises. Our model is designed to get work started faster and keep you in control of the process:

• We bill you directly — Our contractors invoice you (the property owner / policyholder / management group), not your insurer. This allows work to begin immediately.
• You claim reimbursement from CGU — We provide all documentation, photos, scope of works, and reports your insurer needs to process your claim.
• Why this is better for you — No waiting for insurer approval before make-safe begins. No scope disputes delaying your restoration. You control the process.
• Payment options available — Flexible payment terms through our finance partner Blue Fire Finance for fast loan approvals.
• Contract provided — After the make-safe is completed, your contractor provides a formal contract with clear terms and conditions.

How do I start a claim with CGU?

Contact us first for emergency response. We will lodge the claim with CGU on your behalf during the initial assessment. Alternatively, you can contact CGUdirectly and nominate us as your preferred restoration provider.

How long does a CGU claim take?

Scope approval typically takes 24–48 hours for straightforward claims. Complex or large-scale claims may take 3–5 business days. Restoration timelines depend on the type and severity of damage.

What documentation do I need for my CGU claim?

We handle the documentation for you — including photos, moisture readings, scope of works, and progress reports. You will need your CGU policy number and may need to sign an authority for us to act on your behalf.

Can I choose my own restorer with CGU?

Yes. Under Australian consumer law, you have the right to choose your own restoration provider. As an approved provider, nominating us often results in faster approvals and a smoother process with CGU.