Complaint Handling Process

If you have a complaint about your insurance or the service we've provided (including our obligations under the Life Insurance Code of Practice) or if you are experiencing financial hardship, please contact us to let us know of your concerns using the steps described below. We take your feedback seriously and will do all we can to resolve any issues as quickly as possible.


  • Step 1. Contact our team

    The first thing you can do is to let us know what's occurred. Call our Customer Service Centre on  13 77 87 (Australia only). One of our consultants may be able to resolve the issue immediately.

    If not, talking with our Internal Dispute Resolution Team is the next step: see Step 2 for details.

  • Step 2. Contact the Internal Dispute Resolution (IDR) team

    If our customer service consultant can't resolve your complaint straight away, they can transfer you to a member of the IDR team. You may also contact our IDR team directly if you prefer. 

    To assist us in dealing with your concerns quickly, please include the following information in your email or letter:

    • The date and word 'Complaint' in the heading or subject line
    • Your name and contact details, including your daytime phone number and email address
    • An explanation of the issue, along with any relevant facts or documents

    We recommend that you keep a copy of your letter and original documents for your records

    We'll respond, in writing within 48 hours, confirming that we've received your complaint. Our response will also include:

    • Your policy or claim number
    • A summary of the issue/s you've raised
    • The date we received your letter or email
    • Contact details for the Complaints Case Manager responsible for your case
    • The time frame in which we'll aim to resolve your complaint. Depending on the type of insurance you have with us, this will be either 45 or 90 days.

    We will attempt to resolve your complaint within 45 or 90 days of the date it is received. If we are unable to resolve your complaint within that period, we will inform you of the reasons for the delay and let you know when we expect to provide a response to your complaint. If you are unhappy with the delay, you can escalate the issue to an external organisation: see Step 3 for details.

    When we respond, we will provide a written explanation of our attempt to resolve your complaint including our reasons for the decision, how you can access any documents we considered and what to do if you are not satisfied. If your complaint has not been resolved to your satisfaction, you can escalate the issue to an external organisation: see Step 3 for details.

    You can contact the IDR by telephone on 1300 795 877, by email on customerresolutionteam@tal.com.au or by writing to us at GPO Box 5380, Sydney NSW 2001.


  • Step 3. Contact an external organisation

    We will attempt to resolve your complaint within 45 days of the date it is received. If we are unable to resolve your complaint within that period, we will inform you of the reasons for the delay and let you know when we expect to provide a response to your complaint.

    If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

    Website: www.afca.org.au
    Email: info@afca.org.au
    Telephone: 1800 931 678 (free call)
    In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

    Time limits may apply to complaints to AFCA. You may wish to consult the AFCA website or contact AFCA directly to find out if there is a time limit on lodging a complaint with AFCA.

  • Do you need assistance to make a complaint?

    •  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 131450. 
  • Can someone else make a complaint on my behalf?

    Yes. To protect your privacy, you will need to give us your verbal or written confirmation that you have authorised another person to assist you with your complaint. You can amend or withdraw this authorisation at any time. 

  • Marketing calls

    If you do not want to receive Insuranceline marketing calls, please call us on 13 77 87 (8am - 6pm AEST, Monday to Friday, excluding public holidays). Or lodge a request via our online complaints form.