Making a Complaint

Step 1: Let Us Know

We want to resolve any complaint or dispute for you as quickly as possible. The best place to start is to contact our Customer Disputes and Resolution Team using the form below.

If you require specialist services please refer to our Vulnerable Customers page.

Step 2: Escalation To Our Insurer

If we are unable to resolve your complaint to your satisfaction, we will escalate it to our Insurer:

A final decision will be provided to you within 30 calendar days of the date on which you first made the complaint unless certain exceptions apply.

Step 3: External Independent Review

We aim to resolve complaints within 30 days. If we are unable to do so or you are dissatisfied with our final decision, you may lodge a complaint with Australia Financial Complaints Authority (AFCA) for external dispute resolution.

You can contact AFCA directly:
Online: www.afca.org.au
Email: [email protected]
Call: 1800 931 678
Mail: Australian Complaints Authority GPO BOX 3, Melbourne VIC 3001

Your complaint must be referred to AFCA within 2 years of the final decision, unless AFCA considers special circumstances apply. If your complaint is not eligible for consideration by AFCA, you may be referred to the Financial Ombudsman Service (UK) or seek independent legal advice.