GIO Insurance Reviews 

Our experience with GIO and Suncorp has destroyed our home, our health, and our lives.
Our claim began 9 years ago following a defined insurable event. What should have been a straightforward claim escalated due to repeated insurer mishandling and negligence. Most significantly, toxic mould was introduced into our home 3.5 years ago as a direct result of the insurer’s actions and failed remediation process. Today, as a direct consequence of that repeated mishandling and negligence, the home still contains toxic mould and now also disturbed asbestos. It requires a full knockdown and rebuild — or must be sold as land value only — entirely because of the way GIO and Suncorp handled this claim.
Instead of resolving the original issue properly (which should have cost no more than $30,000), the situation has escalated into a $2 million+ disaster.
During these back to back claims, we have endured: Severe water damage and toxic mould contamination introduced during insurer-managed works
Cross-contamination caused during remediation
Disturbed asbestos on multiple occasions
Fire risks created by non-compliant repairs
Repeated incomplete, defective, and non-compliant repairs
Unqualified and unskilled trades repeatedly sent to our home
Excessive and ongoing delays
Misleading assessments and reports
Harassment, intimidation, and aggressive conduct from contractors, claims staff and management
Stolen contents (reported to police)
Discarded or altered contents without our consent
Attempts to pressure us into accepting inferior mould remediation
Attempts to have us accept inferior finishes, alongside refusal to provide a correct, detailed, and like-for-like scope of works
GIO repeatedly failed to follow independent expert advice, leading to compounding damage and ongoing risk. Each attempt to “fix” the situation created new problems.
We are now homeless. Our belongings remain in storage under GIO’s name and face disposal if we do not collect them. Our physical, emotional, and mental health have been severely impacted by this prolonged claims trauma.
Despite knowing the policyholder is elderly, disabled, and vulnerable, GIO and Suncorp cut off funding for temporary accommodation and all other claims related expenses during cash settlement negotiations. They are now our burden due to the situation GIO created. This appears to be a pressure tactic. Rather than taking responsibility for the consequences of their mishandling, they issued lengthy legal correspondence and sent a renewal notice for a property we have not been able to use, for years.
When cash settlement discussions began, their conduct became more aggressive. The settlement offered does not fairly reflect the damage caused by their actions.
We have written repeatedly to CEO Steve Johnston but currently are being ignored. The conduct we have experienced feels systemic, not accidental.
This experience has felt like corporate abuse and coercion. When GIO and Suncorp make mistakes, they fail to genuinely make things right. Instead, they minimise, delay, and pressure customers into unfair outcomes.
What is the point of insurance if the insurer causes more harm than the original event?
Let our experience serve as a warning to others.
The destruction of our property, finances, stability, and health is unforgivable.

GIO is one of the worst insurance companies I've ever had to deal with. It wants you to go on line but then you have to jump through a million hoops and even then you get referred to a customer service person who then makes you go through more hoops. I hate all insurance companies but GIO sets a new standard for crap.

I’ve been a GIO customers, with multiple policies at a time, for over 40 years. I have had few claims; generally they’ve been handled in a reasonable way, albeit a bit more slowly when I have chosen my own repairer.

However, the telephone enquiry system is maddening. It asks me to provide information, which appears NOT to be transmitted to the person who takes the call (and, lately, a person who is not in Australia). I do not like to answer a machine’s questions, but, if I must, it would be good for the process to be meaningful. Unfortunately, I am asked to repeat everything again, which is a waste of time and very irritating.

I presume that those whom I reach eventually are human, but they appear to be very tightly scripted and inflexible. They repeat “information” after I’ve said that I didn’t want what they suggest. The GIO used to do very
much better!

We've been with GIO for years - for our car insurance, CTP, Home and Contents, and now Landlord insurance. I needed some help digging up details for a previous year, and Jenn from Brisbane was friendly and helpful. Over the years we've had a couple of claims (husband hit a roo, roof trouble during a storm) and GIO's customer service is 100% worth it.

Awful. Got hit in the back, provided all the details of the other driver, yet being asked to pay excess.

One star? It should be zero stars.
I’ve had insurance with several companies and GIO is by far the worst.
The repairer they sent was terrible, and the entire claims process was painful. I had to deal with overseas call centres where staff were rude and unfamiliar with the process. I was sent in circles, wasting my time, and then eventually told to do something completely different and start all over again.
Extremely disappointing and frustrating experience.

If only I could click no stars. I have to note first that GIO was far from the cheapest quote. I was involved in a no-fault accident with 2 other cars. All three cars have been declared a total loss by an assessor (non-GIO). Now, 9 days after the accident, I'm being told another 10-14 days before a GIO assessor can view the car. I have agreed value, assuming they are going to try wriggle out of that. Also, I work 70km from home, they haven't even offered a loan car, which I have organised separately under the at-fault's insurance. My replacement car and other insurances will no longer be with GIO.

One star is too many! The most woeful insurance company and experience my partner and I have ever dealt with. Buyer beware.
Almost one month after having an accident and GIO are still making us prove that we had an accident on the night we did. Apologies, kangaroos don't provide statements, just huge dents preventing use of the passenger door. We called immediately after arriving home, we called the next day, we call and call and call. My partner has been interrogated, provided evidence and still, our case has not been assessed. Wish we never went with GIO.
Hopefully the Canberra stadium rethink their relationship with GIO in the future.

My uncle’s car insurance policy for a 2013 Toyota Corolla was increased from $3727 to $4706even though it is insured for less than 10,000 km per year. He has never claimed on insurance and hardly drives. Needless to say, I have not allowed him to renew his policy with GIO and will make a complaint to the ombudsman and publicity to warn other drivers about this company that preys on the elderly. Everyone I mentioned this to insists it must be a mistake and don’t believe me until I show them the policy renewal.

After reading all these negative reviews, I feel compelled to say something. I've been with GIO for almost 20 years and never had a problem. I changed to GIO after Seniors Insurance tried to tell me my Honda was a luxury car and doubled my premium. GIO have an office in the town where I live. The staff go out of their way to make sure I have the best insurance at the best price. I've had 2 minor scrapes with my cars in all that time. They could not have been more helpful. Having car, house and contents insurance with them helps to make premiums more affordable. I'm very happy with them.

Had an at-fault accident on 3/8 and paid the excess that same day. I visited their preferred repairer on 4/8 and called them afterwards to say the repairer was rude and asked if I could get a second quote. They said yes, but told me to wait.

By 12/8, I hadn’t heard anything, so I called. They told me the first quote was received on 6/8, that the car could be repaired but it was too expensive. I asked again about a second quote, and was told to wait. By 19/8, still nothing, so I got a second quote myself and called to let them know. They told me to email it.

On 21/8, they called to say an assessor was booked for 28/8 to discuss the first quote. I asked about my quote, but got no response. When I requested to speak to complaints, I was told no and instead put on hold for 40 minutes. The assessor finally called on 26/8 and said the car was a total write-off. The first quote was $2007 plus $400 for wreckers, so they would take the car. When I asked about my $1200 quote, it was ignored. I asked if I could buy the car back for $400, but was told GIO doesn’t sell cars back to customers—they want to sell it themselves to recoup costs. I’d be paid $2200, minus ten months’ premium, CTP, and registration, because they get those refunds too.

No one would use my quote, and my questions were ignored. They took my child’s first car for minor panel damage that could be repaired for $1200. This was my only claim ever, and no one told me I couldn’t keep and repair the car myself. Communication was terrible, staffed mostly offshore, and overall the worst company I’ve dealt with. I wouldn’t recommend them—they prioritise their interests over customers and work with their paid repairers to make sure they benefit. If I could rate them zero stars, I would.

I've had my merc with GIO for over 4yrs, bought a demo. I dont understand how my car depreciates in value every year and yet my insurance policy go up every year by $500. I am now coming up to 5yrs and my insurance policy is more expensive then when I first bought my car at $4K+. look out for the excess for accidents & voluntary. Plus the level services is beyond poor.

My experience with GIO has been incredibly frustrating. My claim was mishandled, communication was poor, and responses were dismissive and delayed. Despite clear evidence of a recurring injury, I was told to start a new claim instead of receiving support.

The service from the case manager was unhelpful and lacked any empathy or urgency. Promises were broken, concerns ignored, and I felt like just a number in their system. GIO failed to provide the fair and respectful treatment every injured worker deserves. I would not recommend them to anyone needing genuine support during a difficult time.

My workers' compensation claim for workplace abuse, physical and psychological harm, and translating lifelong trauma to my mental health issues is why I have not been with GIO for very long. My case manager "Yasmine," who is often pleasant, respectful, and polite, rushed the call and demanded to know if there was anything else before I had had a chance to consider her suggestions. This was unfairly disrespectful, dismissive, and confrontational. I had the right to voice my displeasure, and she simply disregarded me since I had insulted her. I told her that I had a right to my opinion and that her service was appalling.
Her reaction to my request for a discussion with upper management was, "She'll call you back!" once more with malice in her condescending tone, failing to explain the procedure or whether waiting on hold or something similar was an option. Disgraceful. Crude. Unjustified .

Been with them for 7 years with not even a single claim, and every year they increased the policy with approx $300 per year in the last 3 years, Also they advised that I have a $170 no claim bonus but when asked to be deducted from the premium they don't. This is money gram and will try to rip you off from one year to another. Go somewhere else where they appreciate loyalty and low maintenance customers.

FOR ANYONE CONSIDERING SLIGHTLY RISKY WORK OR RIDING A MOTORBIKE. YOU WILL BE UNFAIRLY TREATED BY THE LEGISLATION THAT THE GOVERNMENT HAS CREATED. EVERYTHING IS DESIGNED AGAINST YOU SIGNIFICANTLY.

DONT DO ANY RISKY WORK IF YOU VALUE YOURSELF AND YOUR FAMILY.

IF YOUR JOB IS RISKY DONT BOTHER HAVING A FAMILY AS THIS WILL CAUSE THEM SIGNIFICANT DISTRESS IF INJURED.

Been with GIO for over ten years. I received my car renewal notice for next year and the cost had risen 38%, in spite of making no claims. They clearly have little regard for existing customers and are not interested in rewarding loyalty. I’ll certainly be looking at other insurance companies and have no doubt that I will make the switch.

It is really hit and miss with the GIO approved repairers, I think it is better to choose your own if you know a trusted repairer. I have had either really good or really bad experiences with their approved repairers.
The phone system of choose this option or that goes on forever then you keep having to go through more options. They make you do all the work and if you ring them they say it is faster to go online.
On the phone you give details of what you want to do to one person then get transferred to another and have to repeat the process again, for me three times.
On the phone, I am calling from within Australia and should reasonably expect to speak to someone that I can understand, who speaks clearly.
I have been with GIO for 50 years and have 4 policies, but think they should have some loyal customer number that deals with long term customers, like Frequent Flyers have.

I own a windscreen replacement company and we have recently invoiced GIO for work carried out. They are refusing to pay us because the customer didn’t use their preferred supplier. The customer didn’t want to use their preferred supplier he wanted to use us. We are now chasing payment even though they have paid us directly before. All these big corporations are owned by Vanguard and Blackrock including the insurance companies, keeping the business and money in their monopoly. Small business doesn’t stand a chance. We will persue this through a small claims court GIO. It’s a disgrace to your customers that they can’t use who they wish to carry out repairs. You are not allowed to do it.

We have had Home and Contents insurance for over 40 years with GIO. Unfortunately, since Suncorp took over their premiums have skyrocketed. They no longer show good will to long standing customers. Our premium this year has increased by $629.00. I asked for a reduction and the only way for this to happen was to increase my excess and to lower the value of the house by $100.000. By doing this, the reduction would be a lousy $204.75. Insurance is due today. I will pay it but take advantage of the 10 day cooling off period to shop around for a better deal.
5h
Reply
GIO Insurance
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Hi there Rosalie. We appreciate your concerns with the increase of your premium and can understand how this must have come as a shock. We would love the opportunity to look into this further for you. Please send us a private message with your details. - Eliza

No resolution from GIO - just a justification for their price increases. Shareholders and profit come before long standing customers.