How do I lodge a complaint or notify of a dispute?
How you can make a complaint and how they are handled
Complaint Escalation
If we cannot resolve your complaint to your satisfaction, we will escalate your matter through our internal dispute resolution (IDR) process, or you can contact them directly as follows:
For Policies before the 1st of August 2023 (underwritten by Assetinsure)
Email: complaints@assetinsure.com.au
Call: 02 9251 8055
Post: PO Box R299, Sydney NSW 1225
For Policies after the 1st of August 2023 (underwritten by Certain Underwriters at Lloyd’s)
Email: idraustralia@lloyds.com
Call: 02 8298 0783
Post: Level 32, 225 George Street, Sydney NSW 2000
Our IDR team will keep you informed of the progress at least every 10 business days and make a final decision within 30 calendar days of the date on which you first made the complaint, unless certain exceptions apply.
If a final decision is not provided to you within 30 calendar days, our IDR team will inform you before the end of that period of the reasons for the delay.
You may refer your complaint to the Australian Financial Complaints Authority (AFCA) if your complaint is not resolved to your satisfaction within 30 calendar days of the date on which you first made the complaint or at any time. AFCA can be contacted as follows:
Telephone: 1800 931 678
Email: info@afca.org.au
Post: GPO Box 3 Melbourne VIC 3001
Website: www.afca.org.au
Your complaint must be referred to AFCA within 2 years of the final decision, unless AFCA considers special circumstances apply.
For policies after the 1st of August
If your complaint is not eligible for consideration by AFCA, you may be referred to the Financial Ombudsman Service (UK) if appropriate, or you can seek independent legal advice. You can also access any other external dispute resolution or other options that may be available to you.