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.
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
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.