Existing Life Insurance Customers

We understand that there are times when our customers may be feeling vulnerable due to a range of factors. In these situations, we are committed to taking extra care and recognise these vulnerabilities can give rise to unique needs, which can change over time or in response to particular situations.

If you are experiencing vulnerability and would like more information on the extra care we can provide, please speak to our team on 1300 105 433.

If you need additional assistance

• For hearing or speech difficulties, consider the National Relay Service (NRS):
• Voice Relay number: 1300 555 727
• TTY number: 133 677
• SMS relay number: 0423 677 767
• If you have difficulties with English and would like an interpreting service, you may consider the Translating and Interpreting Service (TIS)
• If you would like access to specialist services, or more information on how we assist customers affected by family violence, you can read our Domestic Family Violence policy.

We hope that you never have reason to complain, but if you do, we will do our best to work with you to resolve it. Our complaints resolution process has three steps. Please let us know if you require additional assistance to lodge a complaint.

1 – Immediate Response
Usually when you have a concern, we can resolve it immediately on the phone. If we can’t immediately resolve your concern, we will treat it as a complaint and take steps to resolve your complaint as soon as possible. We will acknowledge your complaint within one business day of receiving it.

Please contact us using one of the following means:

Phone: 1300 455 071

Writing: Budget Insurance
Customer Service Complaints
Reply Paid 6728 Baulkham Hills NSW 2153

Please supply your policy number to enable the complaint or enquiry to be dealt with promptly. Your complaint or enquiry will be dealt with by someone with appropriate authority.

2 – Internal Dispute Resolution
If we haven’t resolved your complaint to your satisfaction, at your request (refer to contact details provided for ‘1 – Immediate Response’), we will escalate your complaint for review by our Internal Dispute Resolution team. All escalated complaints will be acknowledged within one business day of being escalated. The Internal Dispute Resolution team will review your matter and any supporting evidence. After full consideration of the complaint a written final response will be provided that will outline the decision reached and the reasons for the decision.

3 – External Dispute Resolution
In the event that your complaint is not resolved to your satisfaction, or a final written response has not been provided within 30 days, you can refer your complaint to the Australian Financial Complaints Authority (AFCA), provided your complaint is within the scope of the AFCA Rules.

AFCA is an independent dispute resolution service provided free of charge. You may contact AFCA at:

Australian Financial Complaints Authority (AFCA)

Mail: GPO Box 3, Melbourne VIC 3001

Phone: 1800 931 678

Website: www.afca.org.au

Email: info@afca.org.au

Genus Life Insurance Services is a subsidiary of NobleOak Life Limited and provides management and ongoing services in relation to Life policy administration. Genus is a specialist provider of life insurance policy administration services and is based in Sydney, Australia. With values guided by principles of integrity and benevolence, and a track record in delivering exceptional service, you can be confident Genus will attend to any queries promptly and professionally.

Genus Life Insurance Services Pty Ltd ABN 89 631 536 537 is an Authorised Representative of NobleOak Services Ltd AFSL 286798. NobleOak Life Limited is an Australian publicly listed company regulated by APRA.

You can make changes to your existing policy, or talk to us about these changes by calling us on 1300 88 44 88, or by emailing enquiry@genuslifeservices.com.au.

To make a claim on your existing Life Insurance policy, please call 1300 88 44 88 or email claims@genuslifeservices.com.au