If you have a complaint
If you are not satisfied with our products or services or a decision made in relation to your insurance, please let us know so that we can help. These steps are part of our complaint and dispute resolution process:
- Step 1. Let us know. If you have a complaint, please let us know by emailing firstname.lastname@example.org. A staff
member may be able to resolve the complaint for you. If not, they will refer you to a Team Manager who will
attempt to resolve the complaint as soon as possible. A response will be provided within 15 business days.
- Step 2. Seek a review. If the Team Manager cannot resolve the complaint, you can ask for it to be referred to the
Dispute Resolution Panel, or you can contact them directly at email@example.com. A response will be provided
within 15 business days.
- Step 3. Seek an external review. If you are not satisfied with our response you may lodge a complaint with:
Australian Financial Complaints Authority Telephone: 1300 931 678
Postal Address: GPO Box 3, Melbourne VIC 3001 Email: firstname.lastname@example.org
AFCA is an independent external dispute resolution body approved by the Australia Securities and Investment Commission. AFCA resolve disputes at no charge to you and have the authority to deal with certain financial services disputes within their Terms of Reference.