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Claims Appeals Internal Disputes Resolution Process (IDR)

Not happy with a decision?
Southern Cross Travel Insurance (SCTI) strives to deliver quality service to its customers. If something goes wrong or does not meet your expectations, we want to hear about it and explore ways to rectify the problem quickly and efficiently. How well we handle complaints is as important as any other aspect of the service we give our customers, if not more so.

How to dispute a decision:
If you are unhappy about our decision on your travel insurance claim, our IDR process outlined below is designed to assist you with your complaint:
    1. Your first course of action is to discuss your problem with the claims assessor you have been dealing with by email.
    2. If you are not satisfied with this outcome, please then email the Claims Manager at claimsmanager@scti.com.au. In your email please tell us specifically why you dispute the decision of the claims assessor and what it is you are wanting. We will acknowledge receipt of your dispute within 3 working days by email, analyse your point of view and investigate the case. Provided we have all necessary information, we will advise within 15 business days the result of our investigation and give you reasons for our decision. If we need more time, we will agree on a reasonable alternative timeframe with you.
If you are not satisfied with this outcome you can then follow the External Disputes Resolution (EDR) as follows:
Should you still be unhappy with our response, you can refer the matter to the Financial Ombudsman Service Limited (FOS) for resolution. You can refer your dispute to FOS by either completing an online Dispute Form found on their website, www.fos.org.au or writing to them with details of your dispute. You will need to provide them with an “Internal Disputes Resolution letter (IDR)” from us. We may have already issued this to you but if not you will need to request this from us. You then have 3 months from the date of our IDR letter to submit your complaint to FOS. The FOS scheme provides an independent process that has the authority to make binding decisions to resolve complaints and disputes.
Their address is:
Financial Ombudsman Service Limited
GPO Box 3
Melbourne
Victoria 3001
For more information or to access the FOS process please call 1300 78 08 08, fax (03) 9613 6399, email info@fos.org.au or visit their website www.fos.org.au.