If you are unhappy with any aspect of your insurance or the service we have provided, please let us know so we can help. Resolving complaints is as important to us as any other area of our business.
If you choose to take your complaint further, we have outlined the process below.
Internal Disputes Resolution Process (IDR)
We will review your complaint and provided we have the information we need, we will respond in writing within 15 business days. If more time is needed we will contact you to agree on a reasonable timeframe.
If you are not satisfied with our response following Stage One, you can request that your complaint be moved on to Stage Two. Your complaint will then be reviewed by an employee with the appropriate experience, knowledge and authority.
Provided we have the information we need, we will advise you of the outcome of this review in writing within 15 business days. If more time is required we will contact you to agree on a reasonable timeframe.
Stage One and Stage Two will be completed within 45 calendar days, unless we are unable to provide you with a final decision within this time. In this case we will inform you of the reasons for the delay and your right to lodge a dispute with the Australian Financial Complaints Authority (AFCA).
You can provide us with further information which you believe assists your complaint at any time throughout the process.www.afca.org.au.
External Disputes Resolution Process (EDR)
If an issue has not been resolved to your satisfaction, you can follow our External Dispute Resolution (EDR) process and refer the matter to AFCA.