Our service commitment — making a complaint

We want to resolve any complaint or dispute for you as quickly as possible. 

The following steps are part of our complaint and dispute resolution procedure.

 

Step 1 - Speak to us.

Please contact our customer service team or complete the form below.

Call 1300 858 747 for Customer Service 

Call 1300 885 996 for Claims

Step 2 - Our team will help you.

Our team will try to resolve your complaint and will provide you with a unique reference number. 

If we are unable to resolve your complaint to your satisfaction, we will escalate it to our Customer Disputes Resolution Team for review.

Our Customer Disputes Resolution Team will work with you to try and resolve your complaint within 30 days.

Step 3 – If we can’t agree, you can seek an independent review.

Our aim is to resolve complaints within 30 days. If we’re unable to finalise your complaint within this time, we will:

  • let you know the reasons for the delay

  • provide the contact details for the external dispute resolution scheme run by the Australian Financial Complaints Authority (AFCA).

Additionally, if you’re dissatisfied with our final decision, you can also contact AFCA directly. afca.org.au/

Call 1800 931 678 (free call)

Email [email protected]

Mail GPO BOX 3, Melbourne VIC 3001

AFCA independently resolves disputes between financial service providers (like insurers) and their clients. AFCA’s decisions are binding which means that even if they aren’t in our favour, we must accept them.

You have two years from when we make a decision on your complaint to take your complaint to AFCA.

We subscribe to the General Insurance Code of Practice. Please refer to codeofpractice.com.au for further information.