At Claim Time

Our Service

To ensure you have the best possible claims experience, we will work towards the following timeframes:

  1. Following notification of your claim, we will contact you and explain what will happen during your claim within 10 business days.
  2. Your claims consultant will provide you with progress updates at least every 20 business days or as agreed with you.
  3. Once we receive all the information we need, we will make a decision on your claim within 10 business days.

If there are any delays experienced during your claim, your claims consultant will be in touch to explain the reasons for this and discuss options with you.

Reviewing a decision about your claim

Insuranceline has a complaints process in place which is designed to support an appeal you may wish to lodge about a decision made on your claim. If you disagree with a decision we have made on your claim, or the relevance of any information we have requested, please provide feedback to your claims consultant and we will review that decision as a priority. If we are unable to resolve the matter for you within 5 days, your complaint will be forwarded to our Internal Dispute Resolution (IDR) service.

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

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.