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Complaints about insurers

You can tell us if you have a complaint about an insurer’s products, services or staff (eg not complying with the law, licence conditions or proper administration of the guidelines). Complaints about insurers can extend to their scheme agents or their service providers.

We can assess, review and attempt to resolve the complaint.

We can also assist with disputes - where there is disagreement between a claimant and an insurer about an insurer’s decision.

If you need advice about what options are available to you to resolve your complaint or dispute you can contact us.

Before you make a complaint

As a first step, you should contact the insurer to discuss your issue, tell them what your concerns are and how you would like them to be resolved. You can do this over the phone, through email, or by sending a letter.

In our experience, this is often the quickest way to resolve an issue.

How to make a complaint

You can make a complaint by phone, in writing or email:

Numbers to call if you have a speech or hearing impairment, or need an interpreter

  • voice calls or telephone typewriter (TTY) call 133 677 then ask for 13 10 50
  • speak and listen service call 1300 555 727 then ask for 13 10 50
  • SMS relay service on 0423 677 767 then type13 10 50
  • make an internet relay call then type 13 10 50

If you require an interpreter, contact the National Telephone Interpreter Service on 13 14 50.

How we handle complaints about insurers

Some complaints can be resolved quickly. However, for those needing more time, we will acknowledge receipt of your complaint and provide contact details of the person handling your complaint within two (2) working days.

We aim to respond to complaints within 20 working days unless it involves a complex matter or requires specialist investigation. If this is the case, we will contact you to give you progress updates so that you know what is happening. You can also contact us to check the progress of your complaint.

What if I want to remain anonymous?

Although we won’t be able to respond to you, anonymous feedback can provide us with useful information that can lead to improvements. This feedback will be registered and referred to the relevant area for review.

A response can only be given where you have provided your contact information. At times, we may need to contact you to seek further information, which will not be possible if your feedback is made anonymously.

What if I am still not satisfied?

If you are still not satisfied with the outcome, please let us know and we will organise to carry out a review of your complaint.

You can do this by contacting the person you have been dealing with and making this request. Your complaint will then be escalated internally to an appropriate person for review and response.

You can also provide feedback to us about how your complaint was handled.

What will happen to any information I give you?

To investigate and help resolve your complaint we may need to give your details to third parties (such as your insurer). We will seek your permission before we do this. If you don’t want us to do this or are concerned about how your personal information has been managed, please let us know.

Further information regarding the privacy of your information can be viewed on the Privacy page.