Complaints & dispute resolution

We want to know when something is not right. Raising a complaint will not affect how we treat you.

1. Tell us

Contact us by phone on 1300 513 652 or in writing at our office. Tell us what happened and what you would like us to do. We will acknowledge your complaint promptly, generally within one business day.

2. How we handle it

We will investigate fairly and keep you informed. We aim to resolve complaints within 30 calendar days of receiving them, in line with ASIC Regulatory Guide 271. If we need more time, we will tell you why and when to expect a response, and remind you of your right to go to AFCA.

3. If you are not satisfied

You can contact the Australian Financial Complaints Authority (AFCA), a free and independent external dispute resolution scheme: www.afca.org.au, 1800 931 678, info@afca.org.au, GPO Box 3, Melbourne VIC 3001. Time limits may apply to lodging a complaint with AFCA.

Complaints about an insurer

If your complaint is about an insurer’s decision, for example on a claim, we can help you raise it through the insurer’s own internal dispute resolution process.