Upon issue of your policy you will receive a policy document (download PDF) and a policy schedule. You should read these documents carefully and keep them together in a safe place. They are the terms of your insurance agreement.

If at any time you have a dispute or complaint about your policy please contact the InsuranceLine Customer Service Centre in the first instance on 13 66 76 or in writing to Reply Paid 62, Carlton South VIC 3053. Should you wish to escalate your complaint please ask to speak to the Complaints Officer who will handle your matter personally. InsuranceLine will be acting on behalf of TOWER in addressing any complaint relating to the policy.

If you feel your complaint is not resolved within 45 days of reporting it to InsuranceLine, you may refer your complaint to an external dispute resolution service - the Financial Ombudsman Service (FOS) - on 1300 780 808 or in writing to GPO Box 3, Melbourne, VIC, 3001. To use this external free service you must have first used the above internal dispute resolution service.

If you have further questions on the Guaranteed Acceptance Form or on anything else about Accidental Death Plan, just give InsuranceLine a call on 13 66 76, 8am to 8pm (EST), and they will be pleased to answer them for you. Or you can write to InsuranceLine, Reply Paid 62, Carlton South VIC 3053, fax them on 1800 730 099 or email them at insuranceline@insuranceline.com.au