CGU is responding to customers’ requests for support in the aftermath of Cyclone Yasi. The following information provides you with an overview of:
• Lodging your claims
• Available customer support
• Local contact points and identification
• Insurance information to help the claims process
• Tips for safely cleaning up your home, farm or business
Lodging your claim
Please contact our 24-hour claims hotline on 1800 252 461, or speak to your insurance broker or adviser.
You do not need your insurance documentation to lodge a claim – we can check our customer records to confirm cover for you and provide you with a copy of your insurance policy if needed.
Whilst we have additional staff working over the weekend to help speed lodgements, there may be some delays in speaking with a consultant. We thank you for your patience.
Supporting our customers
- Temporary accommodation – we will help you find suitable temporary accommodation, if you need it, taking into account your location.
- Emergency financial assistance – CGU customers whose property or contents have been significantly damaged can access immediate emergency claims payments. Customers will typically receive an initial payment of $5,000. We will discuss your individual needs with you when you lodge your claim.
- Make-safe repairs – CGU can provide you with a builder/assessor who will come to your property to undertake make-safe activities before you enter your property.
- Debris removal – your CGU insurance policies provide cover for costs associated with removal of building debris.
Local contact points and identification
CGU staff are now on the ground to lend support to customers and enable them to lodge claims in person.
The CGU offices in Cairns, Townsville and Mackay are open.
Cairns
255 Mulgrave Road, Tel: (07) 4222 9900
Townsville
340 Ross River Road, Aitkenvale, Tel: (07) 4775 7255
Mackay
Canegrowers Building, 120 Wood Street, Tel: (07) 4911 0800
In addition, we have CGU staff located at:
Tully
Landmark, 59432 Bruce Highway, Tel: (07) 4068 3900
Canegrowers Building, 59 Butler St
Mission Beach
The CGU caravan is currently located here.
Ingham
KNM Building, 2 Herbert St (Saturday morning)
Canegrowers Building, 113 Lannercost St (Monday, Tuesday)
It is unfortunate, but some people do seek to exploit opportunities in the aftermath of a natural disaster. All CGU employees, and externally appointed agencies representing CGU, will be carrying photo ID. If you are concerned about anyone approaching you, ask to see their ID or call CGU to confirm their details.
CGU will never ask for cash payments for any assessments or repairs.
Lodging your claim – insurance information to help the process
- Speak with your insurance adviser(s) or contact CGU directly on 1800 252 461
- If possible have your insurance documentation with you (this is not essential)
- Take photos of your damaged property and contents
- Record serial or identification numbers for electrical equipment
- Before removing damaged carpets from your property, please take a sample that can be shown to your insurance assessor.
Tips for safely cleaning up your home, farm or business
Be safe, be smart and listen to local authorities before starting the clean-up process. Here are a few things to consider as you begin the process of cleaning your home or business. This is not comprehensive list, but it can help you get started.
- Wait until authorities have declared it safe for you to return to your home - your home/business can become a dangerous environment because of structural damage or electrical hazards.
- Leave structural and make-safe activities to a professional – CGU can provide you with a builder/assessor who will come to your property to undertake make-safe activities before you enter your property.
- If you are walking around your property prior to make-safe activities being completed, be careful of unstable structures.
- Remember, after a disaster, you cannot always clearly see what is on the ground – there may be nails, broken glass or other debris that could cause injury.
- Wear protective clothing – goggles, face mask, rubber gloves and thick protective boots.
- Watch out for animals that may have come into buildings with the water.
- Any electrical equipment that has been damaged should be handled with care, and you should record the serial or identification numbers and provide these to CGU.
- Check with local authorities as to any specific disposal methods for your business/household items.
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