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.
