If you are unhappy with the way your claim is progressing or wish to dispute a decision we have made, we have a simple, transparent, three-step dispute resolution process.
Step 1: Talk to us first
If you have a complaint, speak with the claims consultant managing your claim. If they are unable to resolve the matter to your satisfaction, ask to refer the complaint to a team manager. If you are still not satisfied with our response, then you are entitled to seek a review.
Step 2: Seek a review
If the matter is still not resolved, the team manager will refer you to our Customer Resolution team, who will conduct a review of your dispute. If you are still not satisfied with our response, then you are entitled to seek an external review.
Step 3: Seek an external review
We will provide you with information about the options available to you, including, if appropriate, referring you to the external dispute resolution scheme administered by the Australian Financial Complaints Authority (AFCA).
Please feel free to ask your claims consultant for more information about our complaint and dispute resolution process.