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.
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.
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:
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.
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.
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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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 email@example.com.
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^Offer available to Insuranceline customers who complete an application for an Insuranceline branded and distributed Life Insurance, Income Protection or Funeral Insurance policy between 1 October 2023 and 31 March 2024 (inclusive) and are issued with a policy with a commencement date prior to 00.01AM (AEST) 1st of May 2024. To be eligible policy holders must hold the policy for 4 consecutive months and pay 4 months’ premiums in full. One Gift per customer. View full terms and conditions.
**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.