Complaints

Our complaints process

We hope you’ll never have reason to complain, but if you do, we’ll do our best to work with you to resolve it.

Our complaints resolution process has 3 steps. Please let us know if you require additional assistance to lodge a complaint.

1. Immediate Response

If you have a complaint, we’ll take steps to resolve it as soon as possible. We’ll acknowledge your complaint within one business day of receiving it.

Please contact us by:

Please supply your policy number if you have one, to enable the enquiry to be dealt with promptly and by someone with appropriate authority.

2. Internal Dispute Resolution

If we haven’t resolved your matter to your satisfaction, at your request we’ll escalate your complaint for review by our Internal Disputes Resolution team.

Please use the same contact information in step 1 to make this request.

All escalated matters are acknowledged within one business day of receipt. The Internal Dispute Resolution team will review your complaint and any supporting evidence. After full consideration of the matter, a written final response will be provided to you, outlining the decision reached and the reasons for the decision.

3. External Dispute Resolution

If your complaint is still not resolved to your satisfaction, or a final response has not been provided to you within 30 days, you can refer the matter to the Australian Financial Complaints Authority (AFCA), providing your matter is within the scope of the AFCA Rules.

AFCA is an independent dispute resolution service provided free of charge.

You can contact AFCA at:

Australian Financial Complaints Authority