How to lodge a complaint with us

Our clients are our priority, and we take complaints very seriously. We will endeavor to resolve your complaint as respectfully and efficiently as possible.

Our process for dealing with complaints is as follows:

• We will acknowledge receipt of your complaint as soon as possible and, at most, within 24 hours of receiving it.
• We will aim to resolve your complaint to your satisfaction within five days of receiving it.
• If the following circumstances apply, your complaint will be considered closed:
  
  • We provide you with our proposed resolution of your complaint; and
  • You confirm to us (either verbally or in writing) that you are satisfied with the actions taken by us in response to your complaint and don’t wish to take the matter any further; and
  • You do not request a written response from us; and
  • Your complaint was not about hardship, a declined insurance claim or the value of an insurance claim.

If any of the above circumstances do not apply, we will progress your complaint through our Internal Dispute Resolution process and, within 30 calendar days, provide you with a written response informing you of:

• The final outcome of your complaint at internal dispute resolution stage;
• Your right to take your complaint to the Australian Financial Complaints Authority (AFCA); and
• The contact details for AFCA.