To ensure you have the best possible claims experience, we will work towards the following timeframes:
If there are any delays experienced during your claim, your case manager will be in touch to explain the reasons for this and discuss options with you.
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 case manager 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.
If you wish to raise any concern about an issue, we will investigate and respond to your complaint within the timeframes outlined in the PDS for your policy.
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
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.