We want to hear from you to ensure our products and services are meeting your expectations. Perhaps we’ve made a mistake, you feel we should be doing better or would like to recognise someone for they great work they have done to assist you. Whatever the reason, we would love to hear from you.
If you have had a positive experience we would like to hear from you so we can recognise our people for some of the great work they do and ensure that we continue to do the things we are doing well.
If you have had an experience that is not to your satisfaction, we would like to hear about it and have the opportunity to address your feedback.
We take all feedback seriously and will use the information you have provided for a better member experience.
1. Compile all of your information
Put together as much information as possible to assist us with investigating your complaint such as who you spoke to or which product or service you were using at the time.
2. Let us know
3. We will respond
We will provide you with a reference number for your complaint and contact you as quickly as we can to acknowledge this. We will provide you with our contact details should you need to provide further information or would like an update on your complaint.
4. We will investigate
We will review your feedback with fairness and contact you as soon as we can to provide you with a response.
5. Internal review
If you are not satisfied with the outcome of an insurance related complaint, read through the complaints resolution to find out more information. For other complaints where you are not satisfied with the outcome, please contact our Member Relations Team.
6. External review
If you still feel that your matter has not been dealt with satisfactorily you can contact AFCA (for Insurance and Finance related disputes) or Consumer Protection (for all other complaints).
External dispute resolution
Insurance and Finance Related Disputes
The Australian Financial Complaints Authority or ‘AFCA’ is an external dispute resolution (EDR) organisation aimed at resolving disputes between policyholders and their insurance companies, or uninsured claimants who have a dispute with an insurer in relation to motor vehicle property damage.
AFCA is an independent free service and any decision made by AFCA Australia will be binding on us if accepted by you. If you do not accept the decision, it is not binding and does not exclude other remedies.
AFCA can be contacted by: