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What to do if you have a complaint

We (the insurer) constantly strive to provide our customers with the best possible service, and we’ll do our best to resolve any complaint you have quickly and fairly.

So if you do have a complaint about your policy, our service, the way the policy was sold to you, or the way your claim is being handled, here’s what you should do.

We ask that you first contact a Consultant to discuss your complaint

Policy or service enquiries13 22 66

Claims enquiries: 1300 020 266

Post: GPO Box 4451 Sydney NSW 2001

We will acknowledge receipt of your complaint and will attempt to resolve it on the spot. If the Consultant is unable to resolve the matter, they’ll refer it to a Senior Officer, Team Leader or Manager, and we will provide their name and relevant contact details. They will keep you informed of the progress of your complaint at least every 10 business days.

Resolving your complaint may require the assistance of our specialist Internal Resolution Team who are dedicated to finding a satisfactory solution for you. They will also provide their contact details and keep you informed of progress at least every 10 business days.

We will try to resolve your complaint within 45 calendar days and will respond to your complaint in writing.

If you are not satisfied with the decision made or we cannot otherwise reach an agreement, you can refer your matter to the Australian Financial Complaints Authority (AFCA) which provides fair and independent financial services complaint resolution that is free to consumers.

Additionally, if we are unable to resolve your complaint or dispute to your satisfaction within 45 calendar days, we will inform you of the reasons for the delay and that you may take your complaint or dispute to AFCA. The contact details are:

Australian Financial Complaints Authority
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001

First things first

Please note that if you haven’t first tried to resolve your complaint with us, AFCA may direct your complaint to us and we’ll provide you with a response under our Internal Dispute Resolution process.