An insurance ombudsman is a person who investigates complaints about insurance companies. The ombudsman is usually appointed by the government and is independent of the insurance industry.
In New South Wales, the Office of Fair Trading (OFT) provides an Insurance Ombudsman Service (IOS) to help consumers with their complaints about general insurance products and services, including motor vehicle, home building and contents, strata title, credit card and personal loans protection insurance.
The IOS can investigate your complaint if you have tried unsuccessfully to resolve it with your insurer. The IOS will also provide information and education to help you understand your rights and responsibilities under general insurance contracts.
If you have a complaint about your insurer or broker, you should first try to resolve it with them directly. If you are not satisfied with their response or they do not respond within 45 days, you can lodge a complaint with the IOS. You can lodge a complaint online or by calling 1300 662 837 between 8:30am-5pm Monday to Friday (AEST/AEDT).