How to complain
Complaints
How to make a complaint and how it's handled, through internal dispute resolution and, if needed, the Australian Financial Complaints Authority (AFCA).
How we handle your complaint
Contact us first
Before escalating to any external body, contact our internal complaints team. Most complaints are resolved at this stage.
Internal review
If your complaint is not resolved on first contact, we will acknowledge it in writing within 24 hours. We aim to provide a full written response within 30 calendar days. If we need more time, we will tell you why and give you a new timeframe.
If you are not satisfied
If our response does not resolve your complaint to your satisfaction, you may contact the Australian Financial Complaints Authority. AFCA is a free and independent external dispute resolution service. Phone: 1800 931 678 · Website: afca.org.au · Email: info@afca.org.au · Post: GPO Box 3, Melbourne VIC 3001.
Timeframes for AFCA
AFCA requires complaints to be lodged within two years of receiving our final response. There is no cost to you for using AFCA.
What we need from you
To help us resolve your complaint quickly, please have ready: your policy number or the email address used when you purchased, a clear description of your complaint and what outcome you are seeking, and any supporting documents such as supplier invoices, communications, or photographs.
The more detail you can provide at the outset, the faster we can work toward a resolution.