Lodge 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. It is important to follow the complaint-handling process in order to resolve your complaint effectively and efficiently.

We will endeavour to resolve your complaint within the first 1 – 5 working days, although if we have not been able to resolve this within 15 working days, we can escalate this to our Internal Disputes Team. A response will be provided to you within a maximum of 30 days from your original complaint.

How we deal with a complaint

Step 1: Let us know

Talk with us. We will support you and will help resolve any concerns you may have.

If you would like to make a complaint about us as an Adviser please let know by contacting us, see details shown below. The team will try to help you or will direct you to the right person who will work with you to try to resolve the complaint. Where the complaint cannot be resolved after 15 working days the complaint can be referred to Customer Relations for an impartial review.

Step 2: Review by our Customer Relations Team

If you are not satisfied with the outcome of the business review you can request the complaint be referred to the Customer Relations Team for review.

If we require additional information we will contact you to discuss. Customer Relations will usually contact you with a decision within 15 business days of receiving your complaint.

Step 3: Seek review by an external source

We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied you may be able to access the services of the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free for consumers. AFCA has authority to review certain complaints. Contact them to confirm if they can assist you.

Any decision the AFCA makes is binding on us, provided you also accept the decision. You do not have to accept their decision and you have the option of seeking remedies elsewhere.

You can contact AFCA:

  • By Phone 1800 931 678 (free call)

  • By Email info@afca.org.au

  • In writing by post –
    Australian Financial Complaints Authority
    GPO Box 3
    Melbourne VIC 3001

  • By Visiting – www.afca.com.au