If you’re unhappy with any aspect of our relationship with you, you can complain.

Regardless of the nature of your complaint, we’ll try to resolve it efficiently, transparently and fairly.

The complaints process is outlined below:

Step 1: Speak to us

Please tell one of our consultants what you’re unhappy about and they’ll try to resolve your complaint immediately. If they can’t, they’ll refer you to a team leader or manager, or you can contact one directly:

Once the team leader or manager has all the information needed to assess the complaint they will give you a decision within 15 business days of you lodging it.

Step 2: Contact our Internal Dispute Resolution team

If you’re unhappy with our decision, we’ll treat your complaint as a dispute and refer it to our Internal Dispute Resolution (IDR) team for review, or you can contact IDR directly:

Once the IDR team has all the information needed to assess the dispute, they will give you a decision within 15 business days of your complaint becoming a dispute and no more than 45 business days of your complaint being lodged.

Step 3: Seek an external review of our decision

If you’re unhappy with our decision (or we take longer than 45 calendar days to settle your complaint), we’ll refer you to the external dispute resolution scheme run by the Australian Financial Complaints Authority, or you can contact AFCA directly:

AFCA independently resolves disputes between financial services providers (like insurers) and their clients.

Its decisions are binding; in other words, we must accept them, even if they’re not in our favour.

General Industry Code of Practice

We are a signatory to the General Insurance Code of Practice 2014, which sets out standards insurers like us must meet when providing services to you.

Among other things, the code requires us to have in place a process for fairly and effectively resolving any complaints and disputes between us and you.

NSW CTP insurance

If your complaint concerns the New South Wales compulsory third party (CTP) scheme, please contact the State Insurance Regulatory Authority, which is responsible for resolving disputes between CTP policyholders and insurers.

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