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Your complaint matters

We take great pride in putting you at the centre of everything we do and work hard in helping you navigate the heavy stuff. So, if you have any feedback regarding how we can support you better, whether it’s about our products, services staff, or handling of your complaint, please get in touch.

We endeavour to uphold our high customer service standards and obligations under the Life Insurance Code of Practice and will seek to address your complaint at the earliest.

Step 1: Contact our Customer Service team

The first thing you can do is to let us know what's occurred. You can:

One of our customer service consultants may be able to resolve the issue immediately or within 5 business days. If not, the next step is talking with our Internal Dispute Resolution team.

Step 2: Contact the Internal Dispute Resolution (IDR) team

If our customer service consultant can't resolve your complaint within 5 business days, they may escalate your complaint to a member of the IDR team. You may also contact our IDR team directly by:

To help the IDR team deal with your complaint quickly, please include the following information:

  • The word 'Complaint' in the heading or subject line
  • Your name and contact details, including your daytime phone number and email address
  • Details of your complaint
  • Copies of any relevant documents
  • Your desired outcome

We recommend you keep a copy of your complaint and original documents for your records.

The IDR team will acknowledge receipt of your complaint in writing within 1 business day or as soon as practicable. They will also make an arrangement with you for keeping you regularly informed about the progress of your complaint.

We always aim to resolve your complaint as quickly as possible. If the IDR team is unable to resolve your complaint within the maximum timeframe (30 days), they will inform you of the reasons for the delay and let you know when to expect a response to your complaint.

If you are unhappy with the delay or response to your complaint, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA) as outlined in step 3 below.

For more information about our complaints process, please refer to our Public Complaints Policy.

Step 3: Contact the Australian Financial Complaints Authority (AFCA)

AFCA provides fair and independent financial services complaint resolution that is free to consumers. If your complaint has not been resolved to your complete satisfaction, or if we have not resolved your complaint within the maximum timeframe (30 days), you can lodge a complaint with AFCA:

Time limits may apply to complain to AFCA, so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances may expire.

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 (NRS). The NRS can be contacted on 1300 555 727.
  • 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 13 14 50.
  • You can also authorise someone to make a complaint on your behalf. You will need to confirm your authority in writing. You can amend or withdraw this authorisation at any time.
  • Please let us know if you need additional assistance to make a complaint and we will let you know the options available. We always aim to accommodate any request to make it easy for you to lodge a complaint.

Our Public Complaints Policy

Our Life Insurance, Income Protection, and Funeral Insurance products are issued by the insurer, TAL Life Limited (TAL Life), and the Involuntary Unemployment Cover is issued by St Andrew's Insurance (Australia) Pty Ltd (St Andrew’s).

All complaints relating to these products will be handled in accordance with TAL’s complaint management process. For more information, TAL’s Public Complaints Policy is available here and can be downloaded in PDF in the following languages:

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Insuranceline may use your information to offer, invite you to apply, or promote and market our products and services to you (where we have your valid consent). Your consent shall remain in effect in accordance with relevant law or until you tell us otherwise.

If you do not want to receive telemarketing calls or would prefer to receive telemarketing calls at certain times or days, please call us on 1300 880 750. If you do not want to receive any further information on other products or services offered by Insuranceline, please call 1300 880 750 or email customerservice@insuranceline.com.au.

Backed by TAL

^Insuranceline Win 1 of 5 $1000 Visa Cards (Competition). Subject to the Terms and Conditions, the Promotor is offering customers a chance to win one of five Digital Visa Gift Cards valued at $1,000, in one of the four draws. Entry commences on the 1st of April 2024 and will run for four months until 11:59pm AEST on the 31st of July 2024 (Entry Period). During the Entry Period, to be eligible to participate in the Competition, customers must get a quote and take out a new Insuranceline Life Insurance, Income Protection Insurance, or Funeral Insurance policy to enter the Competition. A maximum of one (1) entry into the Competition will be awarded per eligible policy. The Promotion is not open to existing customers, or customers who have cancelled a Promoter branded policy in the 12 months prior to the commencement of the Entry Period and then taken out a new Insuranceline branded policy. Each of the four Prize Draws will take place at Level 16, 1 Denison Street, North Sydney NSW 2060 on the respective Prize Draw and Time, as listed in the table in Condition 13 (and if any Redraws if there are any unclaimed prizes, Condition 19) of the full Terms and Conditions, and the winners will be sent an email and will be attempted to be notified via phone within two (2) business days of the Draw and published on https://www.insuranceline.com.au/campaigns/competition-terms. Max. retail value of the total prize pool is $20,000. To be eligible at time of the draw, customers must still have an active policy and have paid 1 month of premiums in full. View eligibility criteria and full terms and conditions here. Promoter: TAL Direct Pty Limited ABN 39 084 666 017 AFSL 243260. Permits: NSW NTP/09255, ACT TP24/00483, & SA Licence No. T24/388.

**Bonus 10% more cover is calculated on the fifth anniversary from the Policy Commencement Date. Each adult life insured will have an extra 10% of the average Funeral Insurance Cover amount held during the previous five years added to their Funeral Insurance benefit. Terms and conditions apply. Refer to the PDS for more information.

#Claims paid figures relate to all Insuranceline life insurance policies in the 2021 financial reporting year (1 April2021 to 31 March 2022). All claims on Insuranceline policies are assessed against the relevant policy terms and conditions. These terms and conditions, as well an explanation of the claims process, can be found in the applicable Product Disclosure Statement. Claims are administered and settled by the insurer, TAL Life Limited.

***Insuranceline is the longest standing provider of Funeral Insurance in Australia, based on: Strategic Insight, Actuaries & Researchers. Funeral Insurance means a policy with periodic premium payments that provides a lump sum to help pay for funeral and associated expenses when you die and excludes pre-paid Funeral Plans and Funeral Bonds.

The information provided on this website is general advice only which means it does not take into account your individual needs, objectives or financial situation. For this reason, you should consider whether it is appropriate for you, and before you decide to buy or to continue to hold an insurance product, you must read the relevant Combined Product Disclosure Statement (PDS) and the Financial Services Guide (FSG). The PDS/FSG contains important information which will help you understand the product, including what's covered and what's not covered and to decide whether it is appropriate for you. The Target Market Determination (TMD) for the relevant product, where applicable, is also available.

If you are considering cancelling a policy you already hold in order to replace it with a new policy, make sure you read the terms and conditions of both policies before you make a decision. The cover terms may be different, you may lose benefits accrued under your existing policy, and waiting periods may apply to the new policy. Changes in your personal circumstances (such as your age, health, and employment) that have occurred since your existing policy was originally taken out may also affect your new policy. As your application for a new policy may not be accepted, and some policies may be unable to be reinstated after they have been cancelled, you should consider waiting until your new policy is confirmed before you cancel any existing cover.

Promoted by Insuranceline, a trading name of TAL Direct Pty Limited (of Level 16, 363 George Street, Sydney NSW 2000) ABN 39 084 666 017 AFSL 243260. TAL Life Limited ABN 70 050 109 450 AFSL 237848 issues the life insurance benefits. St Andrew's Insurance (Australia) Pty Ltd ABN 89 075 044 656 AFSL 239649 issues the Involuntary Unemployment Cover.

The ways in which Insuranceline collects, uses, discloses and secures your personal information are set out in the Insuranceline Privacy Policy, which is available free of charge on request.