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:

• Call our Customer Service Centre: 
  Australia: 1300 880 750
  Overseas: +61 2 9081 6832
• Email us: customerservice@insuranceline.com.au
• Submit an online form: complete our webform
• Write to us:
  Reply Paid GPO Box 5380
  Sydney NSW 2001

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:

• Phone:
  Australia: 1300 795 877
  Overseas: +61 2 9081 6832
• Email: IDRcomplaints@tal.com.au
• Post: 
  Reply Paid GPO Box 5380
  Sydney NSW 2001

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:

• Website: www.afca.org.au
• Email: info@afca.org.au
• Telephone: 1800 931 678
• In writing: 
  Australian Financial Complaints Authority
  GPO Box 3
  Melbourne VIC 3001

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 Hallmark General Insurance.

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:

• English >
• Arabic (العربية) >
• Simplified Chinese (中文(简体)) >
• Vietnamese (Tiếng Việt) >

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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 customerservice@insuranceline.com.au.