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.

If you wish to raise any concern about an issue, we will investigate and respond to your complaint within the timeframes outlined in the PDS for your policy.

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Time limits may apply to complaints to AFCA. You may wish to consult the AFCA website or contact AFCA directly to find out if there is a time limit on lodging a complaint with AFCA.