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 case manager 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 case manager 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 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.