Complaint Handling Process

Insuranceline’s complaint handling process is modeled on principles of fairness, accessibility, responsiveness and efficiency.

  • How do I make a complaint?

    We will endeavour to resolve any complaints over the telephone with you.

    Insuranceline - 13 77 87

    However, if for some reason we are unable to resolve your complaint over the telephone, you can ask to speak to our Customer Resolution Team or write to us:

    Insuranceline

    Complaints Manager

    InsuranceLine

    Reply Paid 62

    Carlton South VIC 3053

    Or via our online complaints form

  • What we do when you make a complaint?

    When you call Insuranceline to make a complaint, the person who answers your call will aim to resolve your issue with you on the spot. If you are dissatisfied with the response you get at this time or require further information, you may request to speak to a manager.

    When you write to or email us we aim to acknowledge all correspondence within 48 hours – if your matter is urgent please let us know.

    If we need to investigate your complaint further, we aim to resolve it, or explain how we propose to resolve it, within five business days. We'll also ensure that you have the contact details of the person dealing with your complaint.

    The industry standards allow up to 45 days for us to resolve all product and service related complaints. However, we will endeavour to resolve matters as soon as possible, depending on the complexity of the issues.

    While your complaint is being investigated, we’ll provide updates of our progress so that you are aware of the status of your complaint.

    In the event we are unable to resolve your concern you have the right to contact the Financial Ombudsmen Service (FOS) which is a free, independent complaints resolution body.  To use FOS you must first have attempted to use our internal dispute resolution process.  FOS contact details:

    Financial Ombudsman Service

    Address: GPO Box 3, Melbourne, VIC 3001

    Phone: 1800 367 287

    Fax: 03 9613 6399

    E-mail: info@fos.org.au

    Website: www.fos.org.au


    For privacy related complaints you can contact:

    The Office of the Australian Information Commissioner which you can contact by calling 1300 363 992, via their website or by mail to the Office of the Australian Information Commissioner at GPO box 5218 Sydney NSW 2001.


  • 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 – Please note there is a fee for this service.
  • Can someone else make a complaint on my behalf?

    Yes. However, you will need to give us your verbal or written confirmation that you have authorised another person to pursue the complaint on your behalf. 

  • Telemarketing calls

    If you do not want to receive Insuranceline telemarketing 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.