Complaints process

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 have a complaint please contact us by phone (1800 196 484), or email us at

If you choose to take your complaint further, we have outlined the process below.

Internal Disputes Resolution Process (IDR)

Stage One

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.

Stage Two

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 Financial Ombudsman Service (FOS) Australia.

You can provide us with further information which you believe assists your complaint at any time throughout the process.

External Disputes Resolution Process (EDR)

If you remain dissatisfied with the outcome of your complaint, you can choose to have the matter reviewed independently by the Financial Ombudsman Service (FOS) Australia. The FOS provide an independent complaint resolution service and their decisions are binding on us. You have up to 2 years to contact the FOS after our final decision. For more information or to access the FOS service please call 1800 367 287, fax 03 9613 6399, email, or visit their website

TravelCare is issued by Southern Cross Benefits Limited ABN 99 133 401 939, AFS License 331058 trading as Southern Cross Travel Insurance ®. We are a signatory to the General Insurance Code of Practice and the Financial Ombudsmen Service (FOS) Australia.

As an Australian financial services licensee (AFSL), SCTI is authorised to deal in, and provide, general advice on travel insurance products. As we are unaware of your specific needs, financial objectives, and circumstances, we highly recommend you take time to read the Combined FSG and PDS before buying this product, to ensure that our travel insurance product is right for you.

Our Combined FSG and PDS (including but not limited to the benefits, terms, conditions and exclusions) and premiums quoted are subject to change.

Copyright © 2018 Southern Cross Benefits Limited