FREQUENTLY ASKED QUESTIONS
Q: How can I get a CGU quote?
A: Our CGU Life product is only available online. You can get a quote by simply going to the CGU
website www.cgu.com.au and choosing „Life Insurance‟ under the „Personal‟ banner.
Q: Can I get a quote now?
A: Just click on the “Get a Quote” button and enter your details for an obligation free quote to see how
competitive our CGU Life premiums are.
Q: How do I apply for CGU Life insurance?
A: You can apply online anytime by going to the CGU website www.cgu.com.au and choosing CGU
Life Insurance under the „Personal‟ banner. Once you have your quote, if you are happy with the
premium quoted, you can continue by completing the online application to purchase the policy. This
can all be done online.
Q: Where do I get more information about the CGU Life product?
A: For more information about CGU Life, please download the Life Product Disclosure Statement. This
is available CGU website www.cgu.com.au.
Q: Why is the CGU Life product only available online?
A: To ensure that we can provide you with our lowest premiums, we are only offering this product
online. This ensures that we are able to offer you competitive premiums.
Q: If I need to contact CGU regarding CGU Life, what is the best way to do this?
A: We have made this easy. Simply email us at [email protected] at any time. We will respond
by the by the next business day.
Q: I need to make changes to my CGU Life policy, how do I advise CGU?
A: You can simply send your request via email to [email protected]
Q: When will I receive my policy documents?
A: When you apply online and pay for your insurance, you can print or download your confirmation of
cover. You will also receive an insurance schedule and a Product Disclosure Statement in the mail
confirming the cover you have selected.
Q: What if I am not happy with my CGU Life policy?
A: If you are not happy with any aspect of your policy, please contact CGU via email at
[email protected] to discuss your concerns.
If you change your mind about your CGU Life policy within the first 28 days, you may cancel your
policy and receive a full refund of any premiums paid provided you have not made a claim under the
policy. This is our Money back guarantee.
Q: Do I have to complete any paperwork?
A: No, you provide us with all your details when completing your online application.
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FREQUENTLY ASKED QUESTIONS
Q: Why was my online application declined?
A: We have designed our cover to ensure it is available to the broadest range of applicants and at the
most competitive price, however in some instances, due to your personal circumstances, we may not
able to offer you cover. This may include factors such as your age, medical history and current health
condition, either individually or in combination.
Q: What do I do if I have been declined?
A: Where we are unable to offer you cover online because of your circumstances, we would suggest
that you contact your financial advisor to see if they can arrange a more specialised cover that suits
your needs.
Q: What is the maximum amount I can insure for?
A: Applicants for CGU Life, you can apply from between $100,000 and $1,000,000, depending on your
age. For more information, download the Product Disclosure Statement.
Q: What are the age limits on taking out CGU Life insurance?
A: Applicants can apply for CGU Life up to age 65; this is a later age than any of our major
competitors. We provide coverage through to age 80
Q: I have other CGU products – Is there a multi policy discount?
A: We have designed our CGU Life product to ensure that we can give you the most competitive price.
No further discounts are available.
Q: Who underwrites the product?
A: The insurer is National Mutual Life Association Australia Ltd (NMLA), a member of the AMP Group.
CGU Insurance Limited is the administrator of the products.
Q: If the insurer is NMLA, should I contact them directly?
A: No, CGU have negotiated the best balance of cover and price on behalf of our customers and as
the administrator we are required to manage all your purchasing and claims matters directly with you.
Q: What if I can’t get a quote or complete my application online (I think the system is down) –
can I quote or apply over the phone?
A: Our Life product is only available online. Please retry our website at a later time.
Q: Can I save or edit my details when I am part way through completing my quote or
application?
A: Yes, you can save your quote and protect it with a password so that you can go review your quote
or complete the purchase of a policy at a later stage.
Q: Can I nominate a beneficiary that is not a person (ie; a company)
A: Up to five beneficiaries can be nominated by the applicant. All beneficiaries nominated must be
natural persons.
Q: Can I nominate my estate as the beneficiary?
A: Yes, your estate can be nominated as the beneficiary of your policy.
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FREQUENTLY ASKED QUESTIONS
Q: How competitive are your CGU Life insurance premiums?
A: We believe the premiums for our CGU Life insurance are highly competitive. Get a CGU Life quote
and compare for yourself.
Q: Can I pay premiums by direct debit instalments?
A: For your convenience we can take your premium deductions by monthly instalment direct from your
chosen financial institution.
Q: Can I nominate the day and date that I make my monthly premium payment?
A: No, monthly premiums will always be deducted on or about the 1st day of the month. If this is a nonbusiness day then the direct debit will be deducted on or about the next business day. This will
happen automatically for you.
Q: Why should I choose CGU for life insurance?
A: You can trust CGU Insurance. CGU is one of Australia‟s leading general insurers. We have been
insuring Australians for over 160 years with over 1.5 million policy holders. In addition, our CGU Life
insurance is underwritten by National Mutual Life Association, a member of the AMP Group. So you
are in good hands.
Q: Why should I consider CGU Life insurance?
A: Insurance can provide safety and peace of mind for the people you care about. There are many
events in our lives which heighten our awareness of protecting those who depend on us; starting a
family, buying a house or owning a business, to name just a few. Having an adequate level of life
insurance cover ensures the livelihoods of those you care for will be protected.
Q: Is there anything else I should consider?
A: Yes, to assist you, we have provided general advice. Before purchasing CGU Life, you should
consider your personal circumstances and decide whether the cover is right for you.
Q: Can I apply to increase my level of life cover?
A: Yes you can, when your requested changes have been made, you will be sent an endorsement
schedule listing these changes. We will also advise you of any changes to your premium or special
conditions that may apply. You can do this by simply emailing us at [email protected]
Q: How does the automatic yearly sum insured increase work?
A: To protect you against the effects of inflation, we will increase your sum insured automatically by 5
per cent or by the CPI rate (whichever is the greater) on each anniversary of the cover
commencement date and subject to limits described within the Product Disclosure Statement(s).
Q: How do I cancel my policy?
A: You may do this by simply emailing your request to us at [email protected].
Q: If I cancel my policy will I get a refund?
A: If you change your mind about your CGU Life policy within the first 28 days, you may cancel your
policy and receive a full refund of any premiums paid provided you have not made a claim under the
policy. This is our Money back guarantee.
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FREQUENTLY ASKED QUESTIONS
Q: Are there any tax benefits?
A: There is not generally any tax benefits associated with these products. If you require tax advice,
you should seek advice from your tax advisor to confirm how this will apply to your personal
circumstances.
Q: How does the Terminal Illness benefit work?
A: If you are diagnosed with a terminal illness you are able to claim the full life insurance benefit
applicable to your policy. You should refer to the Product Disclosure Statement for further details.
Q: Am I covered if I travel overseas?
A: The policy covers you worldwide, 24 hours a day, 7 days a week.
Q: What is excluded if I take out a policy?
A: There are a number of exclusions that may apply; these are shown in the Product Disclosure
Statement. It is important that you download and read the PDS to ensure you understand your cover
and any exclusion that may apply to your cover. This is available on the CGU website
www.cgu.com.au;
CGU Life
Q: Are there any special conditions?
A: Any special conditions will be shown on your policy schedule. It is important that you keep this in a
safe place with your PDS. The Schedule and PDS will provide full details of the cover you have
requested and any exclusions or special conditions that may apply.
Q: How do I make a claim?
A: You need to complete a claim form and return it to CGU for assessment. Your claim form will need
to be posted, faxed or emailed to CGU. This needs to be done within 30 days of any incidents for
which a claim will be lodged.
Q: What postal address should I use to post the completed claim form back to CGU for
assessment?
A: Please post your completed life insurance claim form to GPO Box 2177, Melbourne, VIC 3001
Q: What fax number should I use to fax the completed claim form back to CGU for
assessment?
A: Please fax your completed life insurance claim form to 1800 032 525.
Q: What email address should I use to email the completed claim form back to CGU for
assessment?
A: Please email your completed life insurance claim form to [email protected]
Q: How do I get a claim form?
A: Simply contact CGU on 1800 CGU LIFE (1800 248 543) and we will send out a claim form.
Our claim forms are also available online and can be easily downloaded from the CGU Life pages for
completion.
CGU Life Claim Form
CGU Terminal Illness Claim Form
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FREQUENTLY ASKED QUESTIONS
Q: What else needs to be done to make a claim?
A: When a claim is made we will need to be provided with details regarding the claim, this will need to
be done by the claimant at their expense.
Q: What sort of details will be required when making a claim?
A: There will be a number of documents that may be required. These include a Death Certificate, the
attending Medical Practitioner‟s Certificate, a Coroner‟s Report or other supporting documentation.
Q: How can the progress of the claim be checked?
A: If you need any information regarding your claim, simply contact CGU on 1800 CGU LIFE (1800
248 543), for information regarding the claim. We will assist you through the process.
Q: How is a claim settled?
A: We settle the claim by paying out the policy benefit. The benefit will be paid to the nominated
beneficiary. If we cannot locate the beneficiary we will pay the benefit to the executor of the will, or to
the administrator of the estate.
This document contains general advice only and doesn't take into account what you currently have, want and need for your
personal circumstances. It is important for you to consider these matters and read the Product Disclosure Statement (PDS)
(which is all available on this website) before you make a decision about any insurance product.
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