Contact us

One of our Customer Care Specialists will aim to resolve your issue with you when you call. If you’re not happy with the response or require further information, you can request to speak to a manager.

We’ll try and get back to you within 48 hours to acknowledge your complaint. But if your matter is urgent please let us know.

We may need to look into your complaint further. In this case, we aim to get back to you within five business days with a resolution, or our plan to fix the problem. You’ll receive the contact details of our Customer Care Specialist who is taking care of your complaint, in case you have any questions.

We understand that occasionally we may not be able to resolve your complaint to your satisfaction.

If you’re not happy with how we’re dealing with your complaint after 45 days (90 days if your complaint is related to super), you may wish to ask a Government department to look into it. The department to contact depends on whether you have a complaint related to insurance products or service , privacy  or super funds.

For complaints about sales, service or about Life Insurance products, you can contact The Financial Ombudsman Service (FOS). They provide an independent dispute resolution service.

Financial Ombudsman Service 
GPO Box 3
Melbourne
VIC 3001

Phone: 1300 78 08 08
Fax: 03 9613 6399
E-mail: info@fos.org.au

You can contact: 

The Office of the Australian Information Commissioner  
GPO Box 5218 
Sydney NSW 2001

Phone: 1300 363 992

If you have trouble with hearing or speech, you may like to use the National Relay Service .  

The Translating and Interpreting Service  (TIS National) provides interpreting services to people who don’t speak English and to agencies and businesses that need to communicate with their non-English speaking clients. TIS National can be contacted on 131 450. There is no fee for this service.

Yes. However, you will need to tell us, either by calling or writing to us, that you have authorised another person to complain on your behalf.

If you’re concerned about TAL marketing, then contact us on 1300 209 088 or via our online form.