Complaints

We have an internal procedure for dispute resolution so that if at any time our products or services have not satisfied your expectations you can contact us to lodge a complaint in any of the following ways:

If you have a complaint, please give us every opportunity to try to resolve your complaint.

Step 1 Operations Manager Review

If you are not satisfied with our initial response, your complaint will be referred for review by the Operations Manager who will respond to you within fifteen business days.

Step 2 Internal Dispute Resolution Committee

If the complaint is still not resolved to your satisfaction, you can ask for your complaint to be referred to our Internal Dispute Resolution (IDR) Committee for review. The IDR Committee members are independent and have the authority to review the decision. The IDR Committee will inform you of the final decision within fifteen business days.

Financial Ombudsman Service

If your concern still remains unresolved to your satisfaction, you can seek an external review of the decision by contacting the Financial Ombudsman Service (FOS) within two years of us informing you of our final decision.

You can contact the FOS:

  • By phone on 1300 780 808
  • By writing to GPO Box 3, Melbourne VIC 3001
  • By fax on (03) 9613 6399
  • By email at info@fos.org.au
  • By logging on to the Web at www.fos.org.au

FOS is without cost to you and the decision of the FOS is binding on us.

Code of Practice

The Insurance Council of Australia (ICA) has developed a voluntary General Insurance Code of Practice to which we are a signatory. This Code aims to raise the standards of practice and service within the general insurance industry and it includes, but is not limited to, the following:

  • We will only ask for, and take into account, relevant information when selling insurance;
  • Our representatives will act in an honest, fair, efficient and transparent manner;
  • We will respond to routine requests for information within 10 business days; and
  • We will keep you informed of the progress of your claim.

To obtain a copy of the code visit www.codeofpractice.com.au