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 Australian Financial Complaints Authority (AFCA).

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


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. 

For more information or to access the AFCA process, please call 1800 931 678, email, or visit


TravelCare is issued by Southern Cross Benefits Limited ABN 99 133 401 939, AFS License 331058 trading as Southern Cross Travel Insurance ®. SCTI is a member of the Australian Financial Complaints Authority (AFCA). AFCA has replaced the Financial Ombudsman Service (FOS), the Credit and Investments Ombudsman (CIO) and Superannuation Complaints Tribunal (SCT) schemes, so that consumers have access to a single External Dispute Resolution (EDR) scheme. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

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.

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