If you have a complaint about the way we’re handling your claim, you should raise your concerns with your claims consultant. If your complaint can’t be resolved by your claims consultant, ask to be referred to a senior manager.
By law, we must attempt to resolve your complaint within 10 business days of receiving it, and we must provide a final written response to you within 30 calendar days.
If you disagree with our decision, you may ask to have that decision referred to our Internal Dispute Resolution (IDR) process. We’ll explain our IDR process to you in full if you ask for a referral.
You can also ask us to conciliate a dispute with an external Conciliator within 30 days of our determination being made. We’ll arrange conciliation within 30 days of your request.
For more information on CTP complaints and disputes, you can download the SA CTP Insurance Regulator’s Complaints and disputes fact sheet. Or you can contact the claims consultant managing your claim for further assistance.
You can also contact the CTP Enquiries Line on 1300 303 558.
