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Our experience with GIO and Suncorp has destroyed our home, our health, and our lives. Our claim beg

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.

Date of experience: Feb 28, 2026