We're committed to helping you receive the best possible care and support during your claim. However, from time to time, issues can arise.
To make sure we quickly address any concerns you have, we have processes to deal with customer complaints, disputes and reviews.
If you want to make a complaint about how we’ve dealt with you or your claim, here are the steps to follow:
Talk to your claims consultant or email us about your concerns. Your consultant may be able to resolve the complaint for you.
If not, you can ask to speak to a manager (or your consultant might refer you to a manager).
We’ll always try to respond to your complaint as soon as possible.
If the Claims team can’t resolve your complaint or you remain unhappy with their response, you can ask for the matter to be sent to our Customer Resolutions team.
You can also contact the Customer Resolutions team directly by:
If you’re still not satisfied or your complaint isn’t resolved, you can contact the Motor Accident Injuries Commission (MAIC), which is the motor accident injuries insurance scheme regulator.
Contact them by calling their Defined Benefits Information Service on 1300 209 642.
