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.
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:
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.
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.
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.