We always aim to give you the best service possible, but we understand that sometimes issues come up and you may have a complaint.
We will resolve your complaint as quickly as we can, and we’ll keep you informed on your complaint’s progress.
If your complaint hasn't been resolved after 30 days, or if you’re unhappy with our decision, you may want to get an external review (read step 3 of our process to learn about this).
If your complaint is about CTP Insurance (also known as a Green Slip or MAI Insurance), read our CTP Insurance complaints process or MAI Insurance complaints process.
For complaints or feedback about CTP Insurance in South Australia, learn more about your CTP Insurance claim in SA.
For complaints or feedback about Life Insurance, Income Protection Insurance or Funeral Insurance, contact TAL Direct.
For complaints about NRMA Home Loans, find out how to make a home loan complaint.
You can talk to us on web chat or call us on 132 132.
If you contacted us and your complaint wasn’t resolved, you can share your complaint to our Customer Relations team.
There are lots of ways to contact Customer Relations:
We’ll let you know if we need more information, and give you updates on the progress of your complaint.
If you're not happy with our Customer Relations team's decision, you may want to get an external review.
One way to get an external review is by talking to the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free for customers.
Contact AFCA to find out if they can help with your situation. Get in touch by:
Some time limits apply to AFCA complaints, so act quickly. Check the AFCA website to see if time limits apply to your situation.
Use the TTY Service on 133 677 via the National Relay Service and ask for 132 132.
TTY Direct
Use TTY Direct on 1300 768 361 for Hearing impaired service and ask for NRMA Insurance.
Read information in these languages about how we handle complaints:
Bendigo and Adelaide Bank Limited (ABN 11 068 049 178 Australian Financial Services License (AFSL) and Australian Credit Licence (ACL) 237879) is the credit provider. Credit services are provided by Tiimely Pty Ltd (ABN 41 605 696 544) and Australian Credit Licence (ACL) 496431). Insurance Australia Limited (IAL) trading as NRMA Insurance (ABN 11 000 016 722) a member of Australian Financial Complaints Authority (AFCA) does not hold an Australian Credit Licence (ACL). IAL may receive a commission from Bendigo and pay a commission to Tiimely if your loan application is approved.
