Our complaints management policy
If you ever feel less than satisfied by our products, customer service, or pricing, we want you to tell us.
When managing customer complaints or dissatisfactions, we aim to create a quick, fair and consistent process that’s sensitive to the individual needs and circumstances of our customers. We use complaint information to not only put things right, but also to understand root causes, and identify errors or failures.
A complaint is an expression of dissatisfaction made to or about an organization, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.
How do you make a complaint?
If you have an insurance broker, please contact them to explain the situation.
If you don't have an insurance broker, or want to contact us directly about your dealings with us or someone you have purchased one of our products from, please call or write to us:
1300 368 979 or 02 9253 6600
Write to us
Locked Bag 2010
St Leonards NSW 1590
What if you need additional assistance?
We aim to communicate with you in a simple and plain manner, and we recognise that some people need more help when communicating.
If you are deaf or find it hard hearing or speaking with people on the phone, you can contact us through:
The National Relay Service (NRS)
Voice Relay number:1300 555 727
TTY: 133 677
For more information, visit the NRS website.
If you speak a language other than English, you can book an interpreter with:
The Translation and Interpreting Service (TIS National):
www.tisnational.gov.au or Call 131 450
If you need any other assistance to make a complaint, please let our staff know and they will do their best to help you. This might include giving you extra time to explain your complaint or asking us to contact another person on your behalf to get more information about your complaint.
Our internal complaints process
When you make a complaint, we will:
- acknowledge your complaint as soon as possible;
- give you a reference number and contact details so that you can follow up at any time;
- make sure we understand and investigate the cause of your complaint;
- respond to you as quickly as possible;
- keep you informed of our progress at least every 10 business days if we can’t resolve your complaint straight away;
- keep a record of your complaint; and
- provide an outcome within a maximum of 30 calendar days.
If we’re unable to provide you with an outcome within 30 days, we will:
- inform you of the reason for the delay;
- advise you of your right to complain to the Australian Financial Complaints Authority (AFCA); and
- provide you with AFCA’s contact details.
What we’ll ask for
We may ask you to provide relevant information to assist us with the investigation of your complaint. For example, this may include relevant emails, letters and details of phone calls.
What if you’re still unhappy?
If you’re not satisfied with the outcome or handling of your complaint you may be able to lodge a complaint with AFCA (subject to AFCA’s Complaint Resolution Scheme Rules), which provides external and independent complaint resolution that’s free to consumers.
You can contact AFCA on 1800 931 678 (free call), at email@example.com or by writing to; The Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001.
A decision by AFCA is binding on us, but not binding on you. You have the right to seek further legal assistance.
You can also find more information at afca.org.au
New Zealand policyholders
If you’re a New Zealand policy holder, please contact the Insurance & Financial Services Ombudsman (IFSO).
Insurance & Financial Services Ombudsman Scheme
PO Box 10-845
Wellington, 6143, New Zealand
0800 888 202 (Freephone) or 04 499 7612
04 499 7614
Code of Practice
We are proud to be a signatory to the General Insurance Code of Practice (Code). The Code outlines the standards that insurers need to deliver. It lets you know what you should expect from your insurance company. The Code is monitored and enforced by an independent body, The Code Governance Committee (CGC).
Information about the CGC can be found at insurancecode.org.au
The Code aims to:
- Improve relationships between insurers and their customers
- Give you confidence in the insurance industry
- Help you resolve any disputes about your insurance cover more easily
- As insurers, it also guides us on how we should:
- Provide information and education about our products and services
- Respond to catastrophes and disasters
- Resolve any disputes that our customers may have
The Federal Government, insurance companies, consumer groups and the Insurance Council of Australia all support the Code.
If you want to know more about the Code, or you'd like to contact the Australian Financial Complaints Authority, go to codeofpractice.com.au