Contact us

The first thing you can do is to let us know what's occurred. Call our Customer Service Centre on  1300 209 088. One of our consultants may be able to resolve the issue immediately.

If not, talking with our Internal Dispute Resolution Team is the next step: see Step 2 for details.

If our customer service consultant can't resolve your complaint straight away, they can transfer you to a member of the IDR team. 

Alternatively, you can write to us by sending us an email or via post: GPO Box 5380, Sydney NSW 2001

Please include the following information in your email or letter:

• The date and word 'Complaint' in the heading or subject line
• Your name and contact details, including your daytime phone number and email address
• An explanation of the issue, along with any relevant facts or documents

Please keep a copy of your letter and original documents for your records.

We'll respond, in writing within 48 hours, confirming that we've received your complaint. Our response will also include:

• Your policy or claim number
• A summary of the issue/s you've raised
• The date we received your letter or email
• Contact details for the Complaints Case Manager responsible for your case
• The time frame in which we'll aim to resolve your complaint. Depending on the policy you have with us, this will be 45 or 90 days

If your complaint has not been resolved to your satisfaction within the 45 or 90 day time frame, you can escalate the issue to an external organisation: see Step 3 for details.

When we write to confirm we've received your complaint, we'll also provide contact details for an external dispute resolution (EDR) organisation.

These are independent bodies that investigate and resolve complaints on behalf of consumers, and their services are free of charge.

Please keep in mind that you need to have allowed the 45 or the 90 day responsive time frames to pass before using these services.

EDR organisations include:

• Financial Ombudsman Service, which responds to complaints about life insurance, superannuation and financial planning advice.
  Phone: 1800 367 287
  Website: www.fos.org.au

• The Superannuation Complaints Tribunal, which responds specifically to issues relating to superannuation.
  Phone: 1300 884 114 or 03 8635 5580
  Website: www.sct.gov.au