What to do if you have a complaint
If you do have a complaint about any aspect of your policy or the way your claim is handled, we will do our best to resolve it for you quickly and fairly.
The first step
We request that you contact one of our Insurance Consultants on:
If the Insurance Consultant is unable to resolve the matter they will refer it to a Senior Officer, their Team Leader or Manager.
The Senior Officer, Team Leader or Manager will acknowledge your complaint within two business days and try to resolve your complaint within 15 business days, keeping you informed of the progress of your complaint at least every 10 business days. However, if we consider that further information or investigation is required, we will agree reasonable alternative timeframes with you. If an agreement cannot be reached, we will notify you of your right to take your complaint to the next stage. The Team Leader or Manager will respond to your complaint in writing.
The next step
If you are still not satisfied with the outcome, you may ask us to refer the dispute to our Internal Dispute Resolution Officer who will review the matter.
The Internal Dispute Resolution Officer’s contact details are:
Internal Dispute Resolution Officer
GPO Box 1904
Melbourne VIC 3001
Telephone: 1300 020 266
The Internal Dispute Resolution Officer will contact you to acknowledge your complaint, and keep you informed of the progress of your dispute at least every 10 business days. The Internal Dispute Resolution Officer will try to resolve your dispute within 15 business days. However, if further information or investigation is required, they will agree on reasonable alternative timeframes with you. The Internal Dispute Resolution Officer will respond to your dispute in writing.
You can refer your complaint to the Financial Ombudsman Service at any time, including if we haven’t been able to resolve your complaint to your satisfaction, or 45 days have passed since you first told us about your complaint and you haven’t heard back from us. The Financial Ombudsman Service provides a free, independent dispute resolution service to consumers for most general insurance disputes.
The Financial Ombudsman Service’s contact details are:
Financial Ombudsman Service Limited
GPO Box 3
Melbourne VIC 3001
Telephone: 1800 367 287 (national toll free)
Fax: 03 9613 6399