If you have a complaint or concern regarding our claims decision or any issue in respect of your insurance we would like the opportunity to resolve this with you.
In the first instance, please contact our claims handlers whose details are below. Please provide your policy and claim number (as applicable) and as much information as you can about the reason for your complaint. Our goal is to acknowledge receipt of your complaint within 3 business days, and our aim is to respond within 15 business days.
Some complaints take longer to resolve. In that case, we will let you know why it is taking longer, what is happening and a date by which you can reasonably expect a response. Please note if your complaint relates to Wholesale Insurance (as defined in the General Insurance Code of Practice), we may elect to refer it for review by our internal dispute resolution (IDR) team.
If you remain dissatisfied with our response, please contact our IDR team. The IDR team will review the decision independently and are committed to resolving your complaint quickly and fairly.
We will endeavour to acknowledge receipt of your complaint within 3 business days and to investigate and respond substantively within 15 business days with their finding, or to explain why your complaint cannot be resolved within that time frame. We will keep you informed of the progress of their review at least every 10 business days.
Internal Dispute Resolution
GPO Box 650
Sydney NSW 2000
If we cannot resolve your complaint or you are dissatisfied with the IDR team’s response, you may refer your dispute to the Australian Financial Complaints Authority (AFCA), subject to its Rules. If your complaint or dispute falls outside the AFCA Rules, you can seek independent advice or access any other external dispute resolution options that may be available to you.
AFCA is an independent external dispute resolution scheme approved by the Australian Securities and Investments Commission. We are a member of this scheme and we agree to be bound by its determinations about a dispute. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
We are a signatory to the General Insurance Code of Practice. The objectives of the Code are to further raise standards of service and promote consumer confidence in the general insurance industry.
Further information about the Code of Practice and your rights under it is available at www.codeofpractice.com.au
GPO Box 650
Sydney NSW 2001