Review Time
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.
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.
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.
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.
The distress and destruction to our property and lives caused by GIO is irreversible.The severe misconduct we have been exposed to over many years by GIO and the Suncorp group is criminal!GIO destroyed our home and contents due to their actions. Our home was initially a simple claim that they completely stuffed up due to negligence, incorrect reports and penny pinching. This has now led to the full blown total loss of the entire house and contents. GIO still refuse to fix things properly so want to walk away from the destruction they created.They have also now destroyed our health and our life. We have lost precious time (THOUSANDS OF HOURS) that we will never ever get back. Mental health damage due to the severe stress and constantly having to fight just to get our entitlements, that we paid for. How do GIO say sorry when they destroy everything …….they dont! They are an insurance company and have made it clear to us from our experience that they cant fix anything properly or ethically. Their own contractors rip them off but they instead harass us. If only the shareholders and public knew how much money is wasted during claims handling….We have not only lost our home, but been exposed to several high health and safety risks throughout the years directly due to GIO and their contractors. GIO would often ignore, delay and deny dealing with these and avoid giving us information.GIO have abandoned their responsibilities to us and left us completely distressed and extremely vulnerable, which they are aware of, but do not care. Homelessness is a real risk and they dont give a damn.To treat us like crap after they destroy everything is inhumane and fails to meet their obligations under insurance law or insurance COC guidelines. GIO regularly fail in our claim to Act in good faith and meet their Duty of Care.I will never go anywhere near GIO and the Suncorp group after their repeated failures and ongoing aggression after they a screwed up and try to hide the truth to avoid their liabilities. The CEO made 5million plus a 2million bonus last year so why cant they just do the right thing? Incase any claims insurance staff read this, please do not work for an organisation that destroys lives. We are not the only family caught up in this sort of claim. There are many of us but the stories don't get out. If you can see the insurer is doing wrong, please consider being a whistle blower. Do not support unethical conduct as no money is worth taking if you are part of the problem. What has happened to our family is not okay. It didnt occur due to a defined event that our policy covers us for. It happened because of the way GIO handled the claim and their chosen contractors that have repeatedly been unethical and unskilled, thus destroying our property together with the claims department.We did not deserve to lose everything due to GIOs misconduct. We deserve to be fairly compensated to replace our home and contents and not be left out of pocket. We deserve to be able to have like for like. We deserve to not be left out of pocket due to GIOs misconduct and Suncorp stuffing up. We absolutely deserve fair compensation for the destruction of our health, the constant risks, the time you have stolen from us and the severe stress that has now given us PTSD.
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.
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.
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.
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GIO, or GIO General, is an Australian general insurance provider.
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