We always strive to provide our customers with the best possible service. If you do have a complaint, we will do our best to resolve it for you quickly and fairly.
Step 1. Contact us
We ask that you contact one of our trained Consultants on:
Telephone: for Policy enquiries
Telephone: for Claims enquiries
Step 2. We’ll escalate your complaint
If the Consultant is unable to resolve the matter they will refer it to their Team Leader or Manager.
The Team Leader or Manager will acknowledge your complaint within two business days and try to resolve your complaint within 15 business days. However, if we consider that further information, assessment, or investigation of the complaint is required, we will agree to reasonable alternative timeframes with you.
If you are still not satisfied with the outcome, you may refer the dispute to our Internal Dispute Resolution Officer, who will review the matter.
The contact details are:
Internal Dispute Resolution Officer, General Insurance
You will be provided with a response to your dispute within 15 business days. In cases where further information, assessment, or investigation is required we will agree to reasonable alternative timeframes.
If you are not satisfied with the decision made or we cannot otherwise reach an agreement, you can refer your matter to the Financial Ombudsman Service Limited who provide a free independent dispute resolution service for consumers who have a general insurance dispute.
Additionally, if we are unable to resolve your complaint within 45 days, you may take your complaint or dispute to the Financial Ombudsman Service Limited.
Financial Ombudsman Service Limited
GPO Box 3
Melbourne VIC 3001
Telephone: 1300 780 808 (national toll free)