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. Should you remain dissatisfied following that review, you have the option to lodge your dispute with the Financial Ombudsman Service (FOS) or Superannuation Complaints Tribunal (SCT). We will provide you with details of how you can do this.