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. Your complaint will be reviewed by employees with the appropriate experience, knowledge, and authority.


Internal Complaints Process

Stage One

We will review your complaint and, provided we have the information we need, your complaint will be completed within 30 calendar days unless we are unable to provide you with a final decision within this time. 

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

You can take your complaint to the Australian Financial Complaints Authority (AFCA) at any time and if we do not resolve your complaint within 30 calendar days after we first received your complaint. Under AFCA’s rules, your complaint may be referred back to us if it has not gone through our complaints process.


External Complaints Process 

If you remain dissatisfied with the outcome of your complaint, you can choose to have the matter reviewed independently by the Australian Financial Complaints Authority (AFCA). The AFCA provide an independent complaint resolution service and their decisions are binding on us. You have up to 2 years to contact the AFCA after our final decision. 

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


We're here to help

We know how important it is to be able to talk to someone when you need help, that’s why we are available via email, phone and live chat Monday to Friday, 8.30am – 5pm, and Saturday, 7am to 4pm (AEST), excluding public holidays. And if you find yourself in a medical emergency our Emergency Assistance team are available 24/7 to help, wherever you are in the world.

Are you hearing impaired?

If you are deaf or find it hard hearing or speaking with people, you can send us an email or get in touch with the National Relay Service (NRS).

Voice: 1300 555 727
TTY: 133 677
SMS: 0432 677 767