The satisfaction of our customers is extremely important to Insuranceline. We hope that you never have reason to complain, but if you do, we will do our best to work with you to resolve it. Our complaints resolution process has three steps. Please let us know if you require additional assistance to lodge a complaint.
|Phone||13 88 68
Monday to Friday (except public holidays)
8am to 8pm (AEST)
|Writing||Customer Service Complaints
Locked Bag 9021
Castle Hill NSW 1765
Please supply your policy number, if applicable, to enable the complaint or enquiry to be dealt with promptly. Your complaint or enquiry will be dealt with by someone with appropriate authority.
In the event that your complaint is not resolved to your satisfaction, or a final written response has not been provided within 30 days, you can refer your complaint to the Australian Financial Complaints Authority (AFCA), provided your complaint is within the scope of the AFCA Rules.
AFCA is an independent dispute resolution service provided free of charge.
You may contact AFCA at:
Australian Financial Complaints Authority (AFCA)
|GPO Box 3, Melbourne VIC 3001
|Phone||1800 931 678
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.