Step 1 — Speak to us
Step 2 — Our team will help you
Our team will try to resolve your complaint immediately 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 are 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 are dissatisfied with our final decision, you can also contact AFCA directly.
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 2 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 http://codeofpractice.com.au/ for further information.