If you have a complaint about your insurance or the service we've provided (including our obligations under the Life Insurance Code of Practice) or if you are experiencing financial hardship, please contact us to let us know of your concerns using the steps described below. We take your feedback seriously and will do all we can to resolve any issues as quickly as possible.
Step 1. Contact our team
The first thing you can do is to let us know what's occurred. Call our Customer Service Centre on 13 77 87 or by email . 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.
Step 2. Contact the Internal Disputes Resolution (IDR) team
If our customer service consultant can't resolve your complaint straight away, they can transfer you to a member of the IDR team. You may also contact our IDR team directly if you prefer.
To assist us in dealing with your concerns quickly, 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
- We recommend that you 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 type of insurance you have with us, this will be either 45 or 90 days.
We will attempt to resolve your complaint within 45 or 90 days of the date it is received. If we are unable to resolve your complaint within that period, we will inform you of the reasons for the delay and let you know when we expect to provide a response to your complaint. If you are unhappy with the delay, you can escalate the issue to an external organisation: see Step 3 for details.
When we respond, we will provide a written explanation of our attempt to resolve your complaint including our reasons for the decision, how you can access any documents we considered and what to do if you are not satisfied. If your complaint has not been resolved to your satisfaction, you can escalate the issue to an external organisation: see Step 3 for details.
Step 3. Contact an external organisation
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.
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.
Do you need assistance to make a complaint?
If you are deaf or have a hearing or speech impairment you may like to use the National Relay Service.
The Translating and Interpreting Service (TIS National) provides interpreting services to people who do not speak English and to agencies and businesses that need to communicate with their non-English speaking clients. TIS National can be contacted on 131450.
Yes. To protect your privacy, you will need to give us your verbal or written confirmation that you have authorised another person to assist you with your complaint. You can amend or withdraw this authorisation at any time.