400 reviews
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- 1-2 weeks
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- Never
I selected all options on platinum and paid. They sent the policy, it did not include roadside assist. I called them and they said they would add it for additional cost. It feels like a bait and switch. Show details
When we bought our Mazda 2 in 2013 we insured it with GIO. About four years ago someone reversed into it while it was parked. He kindly left his name and phone number. GIO was great - quick response, courtesy car, free Uber transport to and from… Read more
repairer, helpful on the phone, no cost to us. Were we just much luckier than so many other reviewers ?? [GIO were also great when our 14m gum fell in our backyard]
Follow-up · Uber service - fine. Repairs - fine [though GIO got us to use Capital SMART, a repairer some 15km away, and we had to wait a bit over 5 weeks to get our car back. However, this was during COVID]. GIO also paid for redoing our paint protection. Courtesy car - fine, also.: a very new Yaris.
So what exactly does "choose your own repairer mean" - clearly differant things to GIO than to the consumer. When you read the PDF it is actually their choice - if they do not like the quote from your repairer they simply use someone else regardless of the inconvenience this causes you. I requested damage to my BMW 240i X Drive to be repaired at… Read more
my local BMW dealer, who is 1km away from the BMW authorised body repairer, who was the lead for the repairs. After 1.5 hours "discusssing" with the call centre, they wanted it repaired in Silverwater (about 35 kms away) by their "authorised" BMW reapairer. I finally had them agree it was not practical and they agreed my nominated BMW dealer could do the repairs. I thought that was the end of it. And when researching the BMW web page found the Taren Point repairer GIO wanted to use was not even an authorised BMW repairer.
In my naivety I thought that was the end of it. But it did not stop there.
The assessor then approved the body works (a week after putting in the claim), but "insisted" to them the mechanicals now had to be done at Taren Point - which is 30kms and an hour away - and it is not an authorised BMW repairer.
What happens if the repairs are not done properly..I will then have to drive for an hour, leave the car at Taren Point and get an Uber there and back. Unacceptable.
How is this customer service? I have multiple cars insured with them and this is my first claim in over 15 years.
So went back to the call centre, who agreed I had a choice of repairer and put me on hold to discuss with the assessor.
And what happened next....they cut me off!
So I go through the whole rigamorole with the online system again (it is clunky and time consuming) and having to explain everything again. Another wasted hour.
And now waiting for them to call back after they talk to the assesment team - who have not even got a quote from my chosen repairer!
And whilst I am waiting,waiting waiting on line I will recount our last experience with GIO for my wifes car where we traded in a X1 for an X2 and arranged for the insurance to be transferred over to the new car with a premium adjustment....but guess what. A year later when the car was hit from behind by another vehicle we found out that GIO had "inadvertantly" cancelled both policies. Unbelievable. Fortunately the other driver will claim for the damage on their policy.
Back to my claim...after a half hour wait they advised the assessor had left for the day (it was 4pm) and his manager would call me tomorrow. Cant wait.
It is now lunch time the following day and no one from GIO has bothered to call me. I should not have been surprised.
And I would give GIO no stars if it was an option.
Reviews with attachments
I was driving my car home from Sydney on the M1 when the engine lost power, in the far right lane at Mt Colah in the 110 speed limit. I managed to cross 3 lanes of traffic to stop on the shoulder adjacent to a rock wall. I called GIO Road Assist and spoke with a very caring operator. I cannot recall her name as I was too rattled. She arranged an… Read more
urgent tow for my car. I only spent an hour in this precarious position before a tow truck arrived. She called to check on me twice and arranged for me to be transported to a safe place by the tow truck driver. She is 100% an asset to your Company.
Insurance is supposed to bring peace of mind. GIO's version does the opposite. While 300 km away from home, my motel room was broken into while I was asleep. My wallet, car keys and car were all stolen. The theft was actually caught on CCTV and the vehicle was recovered, though with some damage. Police also sent a forensic person who dusted for… Read more
fingerprints. Police recognised the thief in the CCTV video, arrested her and have contacted me wanting a statement, which I gladly agreed to do.
Despite the arrest, despite the video evidence and despite my having no wallet, debit card, licence or anything really, GIO harassed me via email until I paid the policy excess then, once they had even more of my money, IMMEDIATELY accused me of FRAUD.
They, GIO, then set their 'trusted industry partners/attack-dogs - Brooksight Investigations - on me. Handing over to them ALL of my personal details - 'phone number, email address, date of birth - sufficient information for these dubious characters to steal my identity.
When I tried to resist they quoted some clause buried deep, on about page 96 in their PDS. I don't know anyone else who reads that stuff......
I am not best pleased by this development.
I have 4 vehicles insured, 3 cars and a motorcycle all comprehensively insured with these charlatans. Well had. I have already cancelled the other two cars and the motorcycle policy. All now covered with a proper insurer.
Give these people a big swerve. I know all insurers are the lowest of the low but there must be a more honest and reliable insurer than these people.
Edit: More hassles when cancelling the policies: Tried to log into my 'online account' which promptly crashed. Tried to telephone was on hold so long I gave up, eventually chatted with a 'bot' (for Gods sake!) And if insurers want to use off shore call centres for cost reduction, then at least have enough operators to answer calls in a timely manner….
Cancellation mission was eventually accomplished, I sincerely hope.....
Can these people get anything right? Feeling better already though!
Just when did all this being on hold, literally for hours, all this off-shore call-centre with… Read more (+1 reply)
Unacceptably slow claim service in all respects – My car was damaged on a Saturday night. Still able to be driven but not legal to do so due to front end damage. Lodged a claim with GIO on the phone on Monday morning (30 October). Received the "High call volumes, longer than usual wait times" recorded message with an inaccurately short estimate of the waiting time. The Philippines based call… Read more
centre eventually answered. The consultant who answered was apologetic, courteous and efficient. However, all of the identifying information I had entered at the beginning of the call (policy number, etc) was not available and I had to repeat it. He also had computer issues which further delayed the process. More than an hour after making the call I had a claim number. I then went to my preferred repairer, explained that I was going on a road trip the following Monday. He said he would do the repair as an urgent job by the end of the week (3 November). I later received a text message from GIO advising my car had been booked for an assessment on 21 December! As my repairer pointed out, if assessed on 21 December the repair wouldn't have been done until mid to late January. Happily, my repairer is much more efficient than GIO and had the car fully repaired and me back on the road by last Thursday. Pre and post repair photos attached.
5 months to deal with an insurance claim – My mother had a policy for comprehensive car insurance for an 2006 Honda accord. Which she has had with GIO since the car was new. She had an accident in Dec 2023. GIO advised that the market value of the car was now $3000. The car went to be assessed, this took 2 months. She kept calling GIO, but they could tell her nothing. Each time she called,… Read more
she would wait 1hr to talk to someone, who basically could not answer any questions. Eventually they advised the car would be written off (late January). But we would have to wait for them to assess the exact payout figure. Then in Feb 2024 GIO they debited my mother over $1200 for the next years policy even tho the car was agreed to be written off. At that point I got involved (her son). My mother is 87 years old, When I rang GIO they said they could not answer any questions or refund the incorrect payment as the department that manages cars being written off is a different department to the call centre and they could not transfer me to them. That department also have no inbound number, so email only. Eventually we received a letter advising that we would receive a call from a random number in Qld and we had to answer the call and provide the bank account details for the payout to be paid into. (with all the scam calls, does anyone answer unknown callers anymore). So clearly designed to make it very difficult to get the payout. They also told me they needed to charge a $500 disposal fee for the written off car. OMG. This whole process took 5 MONTHS for a $3000 insurance claim. With multiple phone calls and emails. No one could answer any questions they kept blaming other departments. I also had to fight to get a policy refunded that they incorrectly renewed for a written off car (think this may be considered fraud). You would expect more from a top tier insurer. Also I tried to find a way to leave a review after this experience. But it seems their isn't a way. They show a lot of reviews on the GIO website. Where do they come from? Seem made up. I even asked their chat bot feature how I could leave a review. It had no answer. I included a pic of this in my review. I have now cancelled all GIO policies that my mother has. This is the worst insurance experience I have ever had.
Terrible... no communication and screw you around – WOULD NOT RECOMMEND TO ANYONE! You get what you pay for I guess... GIO has screwed me around since the day of my non at fault accident, NO communication at all, sent my car to manheim where it has sat for the past 4 weeks, they cancelled my Rego and deemed it a write off before even contacting me, I then drove to collect my belongings out of my… Read more
car yet I wasn't allowed to go to MY car? I then make an appointment like i had to even though it says that no where, i drive up again sign paper work and get ID checked, get taken to my car for all my belongings to be missing... i escalated my complaint spoke to a guy from suncorp named [Name Removed], and he was rude and unhelpful, 1 week later it was found out the towing company was holding my belongings even though no one notified anyone [Name Removed] blamed me and said i knew it was there (why would i waste 5 hours in total driving to Newcastle and back twice). - Today is 6 weeks later, Payout settlement still hasn't arrived and still waiting for a call. They don't communicate at all, and seem so hopeless especially for a non at fault accident. The other lady's car is already being repaired. Terrible
Latest follow-ups
The worst customer service in 40 years – The customer service levels and over 60 minute wait times on calls have been enough for us to review all our policies and change insurance on our other car policy. 2 months to get the car in for assessment following a tree falling on it One month… Read more
with the assessor’s before it was written off Car hire stopped after 3 weeks ( which was apparently wrong on there part but no recompense for the problems this created) Confirmation of the write off not made till one week after it was written off Payment for the write off ( bounced back ) their words and only actioned after phone call 200 plus minutes on the phone mostly to very polite but ultimately unhelpful call staff in the Philippines. We voted with our feet and our house policies will follow.
Follow-up · I moved to Youi and will never consider returning to GIO. The value for money and customer at Youi are worlds apart. Being treated with respect and speaking to native English speakers at call centres makes a world of difference. We gave now moved all our policies from GIO.
Positive reviews
To King Bros smash repairs, 10 out of 10 for Excellence and perfection in repairs. For attentive customer service, for presentation of a car that looks like a showroom new car. Thankyou Dan the man and Travis, and your team of very skilled professionals. This company sets the bar of extremely high standards. You will not find another company on the Far South Coast that performs so seamlessly. Thank you again Peter Show details
I’ve had a very positive experience with GIO, especially during the initial claim process. After my car was hit while reversing into a parking space, I called the GIO claims line in shock, with no prior experience lodging a claim. Annette, the staff member who helped me, was incredibly patient, friendly, and professional. She guided me through… Read more
everything, lodged the claim, arranged repairs, and organized a hire car and transport—everything went smoothly.
The only issue I had was a call with one GIO male staff member regarding the rear scratches I noticed later. He insisted they weren’t the part of the accident because I hadn’t mentioned them initially, and his tone made me feel judged. I was allowed to submit photos and the accident sketch, but I was left feeling uncertain that my explanation would be considered fairly. To my surprise, GIO approved the scratches repairs.
Despite that brief uncomfortable moment, I remain very grateful for the excellent service I received from Annette, the repair team, and the car rental service. Thank you for turning a stressful situation into a manageable one.
I’ve just spoken to a lovely lady Erica (U315178) for comprehensive car insurance renewal. She was very helpful and professional. She certainly deserves 5 stars! Thank you so much for your patience Erica, much appreciated it! Asif Show details
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Negative reviews
I am asking for backdated refund as I have sold the car and forgot to cancel the insurance, originally the car was registered in Victoria and transferred it to WA, costumer service asked for a proof that the WA car is the same as the one that was registered in Victoria with vin number and engine numbers on it, I have forwarded them document from… Read more
vicroads with all the information needed , but still they don’t want to issue a refund, my families car is all insured by GIO I will tell them to move to AAMI much better costumer service, GIO costumer service is worst…avoid them
I’m extremely disappointed with the way GIO has handled my son’s e-bike damage claim (M101897057). It has now been over a month, and I’ve had to chase them almost every single day just to get any progress. So far, I’ve spent around 10 hours on the phone either waiting on hold or speaking to different representatives, with little to no outcome.… Read more
Communication has been poor, and the process feels unnecessarily slow and frustrating.
Based on this experience, I would not recommend GIO.
Just got the quote for renewal of comprehensive car insurance from GIO, which has increased by 110% over last year for no apparent reason: no accidents, no claims in the past 5+ years. Can't give a zero star review. What a ripoff!!! Show details
Recent reviews
I’m sick of seeing the ads on tv. Gio being the best I call nonsense. I think there’s corruption and theft . I had an accident and I was fully insured but lo and behold. Apparently my car was a write off . Only to find they gio payed me out. Then they fixed my car and sold it on Manhiem” . That is what I paid for when I got fully insured so my… Read more
car would be fixed and the insurance would cover that cost,if anything were to happen. . I know I’m not the only one with this same thing happening .a lot of people would say it’s happened to them. Not to mention my gps reverse camera was stolen I told them what I needed out of my car. And they sent back garbage. that was not even worth more than a postage. shout out to whoever stole my toll tag.
Received renewal, 27% increase. No claims made, but 27% increase, which they explained as the cost of vehicle repairs going up. Moved to another insurer, no increase, in fact $134 cheaper than last year's GIO premium. You wonder why inflation and subsequent bank rates are up. Corporate greed, shareholders, and management bonuses. Show details
Avoid. Do NOT Purchase. Halt. Desist. Cease. Bogus. Gio trading as AAI Limited (Part of the SunCorp Group) will lure you with an initial value propositioned premium price then commence to gouge you mercilessly each renewal period. They 'The Company' will save on their bottom-line by paying less for re-insurance premiums (the cost for them to buy… Read more
insurance risk). And they will add it to YOUR premium renewal for a EXORBITANT premium additions to not only cover their base premium costs but to generate profit on NEW and RE-WRITABLE products. They are IN IT FOR PROFIT to Shareholders from CEO to Board and down the food-chain. How do I now this ?? I have the raw-data.
GIO not paying claims or doing repairs. All paid premium is funding Marysia missions . GIO is under umbrella of Suncorp. All it's group companies and INSURANCE AUSTRALIA GROUP which consists of NRMA, Swan etc, QBE etc, DONT BUY FALSE HOPE. again less revenue means less religious people dying Show details
I just hung up after a very frustrating call with your company. The representative who answered, named “Andi,” responded to everything with repeated “mm-hmm” sounds, which came across as dismissive and unprofessional. Before being connected, your automated system asked me all the verification questions—claim number, name, date of birth, and… Read more
registration number. However, once the call was answered, the representative asked me all of the same questions again. This makes the screening process feel pointless.
I experienced the same issue yesterday afternoon. The first representative did the same thing, so I hung up and called again. The second representative handled the case immediately without repeating unnecessary questions.
Additionally, I would appreciate if your customer service team spoke clearly and professionally. Some of the accents were difficult to understand, even for me as an Asian person, and it made the communication more challenging.
Please look into improving the professionalism and clarity of your customer service interactions. I have 2 vehicles with you guys , for both ctp and comprehensive and roadside assistance. I will have to go to someone else if this keeps going with your s.... customer service.
Eventually, a girl "NEHE" helped me out after I had been frustrated by talking to your different… Read more
Gio claims service is absolutely rubbish. I've had 2 submit claims for not at fault accidents where I chose to use my own repairer and they've screwed the pooch on both claims. And it's not about the outcome. They'll eventually fix your car, butonly after the energy vampires in their call centres have eaten your soul. First claim I had, GIO… Read more
failed to communicate to either me or my repairer on several occasions, and for every step of the claims process I had to ring them and get to the seventh circle of their call centre and sit on the phone while someone did something, making sure they did it, to get the claim to progress. Eventually got my car fixed and everything was dandy with the repair, but I had to take an extended vacation to recover from making it happen.
However, THIS time I'm on my 7th phone call and my claim has not progressed an inch since the accident over a month ago. But don't worry, they have marked it URGENT!
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Have had cover for years and paid thousands. On checking my policy today - windscreen cover is an optional extra that you have to pay for. Just got another quote from a reliable Insurer and not only is it cheaper but covers extras (such as windscreen) without having to pay for it. Look elsewhere before you sign up with these guys!!! Show details
Filed a claim in May 2025 & received this email "Hi xxxxx, Thank you for making a claim online. Your claim number is M096426xxx." It turns out this is NOT A CLAIM but merely a report. Months of confusion & hassling from the aggrieved parties insurer & after a call it gets UPDATED to a claim. Spent ages waiting to make a claim that I'd already… Read more
made. 20 mins of my life I won't get back. Why does business not give service anymore. Even the other insurer recognised the difficulties. 9/2025 "We understand that this insurance process can sometimes be frustrating, but in order to move forward, you will need to contact your insurer directly to lodge the claim for them to act on your behalf." This for the claim that was already made!
This has been one of the most frustrating insurance experiences I’ve ever had. GIO provided no meaningful updates throughout the process. I had to chase them up daily just to get basic information. The communication was unclear, inconsistent, and exhausting. Despite being not at fault and having comprehensive cover, they closed the claim… Read more
prematurely and refused to provide the 21 day hire car cover that I was entitled to.
On top of that, I also had to chase them down just to retrieve my personal belongings from the written-off vehicle.
It’s clear they just don’t care about their customers. I wouldn’t recommend GIO to anyone. Look elsewhere if you want proper support when you actually need it.
If I could give this company no stars, I would. Been with them since 2016, premiums rocketed sky high. Over $3,000 to insure my car and I'm a rating 1 driver. Found a deal the same for less than half with AAMI. Cancelling the policy and receiving a refund is a nightmare. Don't bother with a virtual assistant or an online customer assistant,… Read more
they will just disconnect or take so long to answer, you'll be asking over and over if they are still there. Designed in my opinion to stall, deflect and frustrate the customer into just giving up. Avoid like the plague.
You buy a platinum product and pay top dollars in return for a good service. My experience has been nothing short of disappointing. Call centre support is pathetic. They never have full notes on the previous discussion or on the claim progress and if you ask a little firmly, you are outright rude and are disconnected. My claim was not processed… Read more
because the assessor thought it was not truthfully recorded. I don’t know what to make up of that when you leave your car in car park and see it damaged. I am paying the access and pay top premium. For what?
POLICY JUMPED $1656 IN LESS THAN AN HOUR ! Appalling service and prices after twenty years has led me to cancelling GIO today. Then as I started to get a headache talking to another company because they wanted to charge extra fees for basic services (just like GIO), I thought perhaps I should reinstate GIO until I’d had a chance to shop around a… Read more
bit more.
I rang GIO back and told them I’d asked to cancel the policy half an hour ago but as I had not responded to the questions in the cancellation text, could I leave things for the time being? They said as I’d made it clear I wanted to cancel, it had been cancelled. I accepted this but thought it was pointless that they’d sent a text requiring further action on my behalf if the policy was already cancelled.
They offered to start a new policy. My complaint about the one just closed was that it was too expensive at $250/month. They offered a brand new one with precisely the same conditions for $388/month ie an annual price jump of $1656!
To cut a long story short, I now have a better policy with Virgin Money for $116/month !
When my Greenslip renewal comes up in September, GIO will lose my business there as well. I’ll move to any other Greenslip provider. They truly are a disgrace.
With no consultation, GIO reduced my Ford Ranger insurance cover in 1-year by $10,000, BUT still managed to try an sneak through a 10% premium increase.. total scum. Went to Budget Direct and they restored the full value and where way less expensive. Show details
LOLLLLLL what an absolute joke of an insurance company. I’ve been with this dodgy insurance company since 2023, I had an accident early Feb 2025, took 5 months under investigation. GIO came to their magical investigation, and apparently I staged my collision despite almost dying at the scene. Ambulance reports were evident. As someone who suffers… Read more
from mental health, I got told by the investigator unrecorded when they were interviewing, “it’s just a bit suss that you were involved in an accident with the owner being middle eastern and me being middle eastern”. Not only is this racial discrimination but puts the point of race determines whether a claim should be accepted or not. Similarly to the Bondi stabbing the man was of white descent but was labelled with mental health conditions but the boy at the church who allegedly stabbed the priest was “terrorist” make it make sense. This insurance company is such a scam and will do ANYTHING so you don’t get paid out. Because apparently me having a car accident, according to them I did it for financial gain. LOL it was 2016 Mazda, not a Lamborghini. I urge customers to not insure with GIO/suncorp because they’re thieves.
GIO is terrible to deal with, there repairers are terrible as one of our cars was painted the wrong colour and there inspectors took over 4 months to approve the repair of our car, apparently GIO have one car assessor in NSW. Show details
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 csutomers. Show details
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Update time! It is now a month since the claim was lodged and I am no closer to getting it back. It… Read more