Phone Insure - Complaints Procedure
We understand that at times issues may arise and you may have a compliant. If you feel unhappy or not satisfied about any of the Insurance processes, please let us know by following the Complaints process. We will work with you to try and resolve it with you in a fair and transparent manner.
Stage 1 - Get in Touch
Please contact one of our Case Managers or email us about your concerns. The Case Manager may be able to resolve the complaint for you. If not, they will refer you to our Internal Dispute Resolution Team.
- Telephone: 1300 720 082
- Email: firstname.lastname@example.org
(With the subject line Complaint and your claim number)
- Mail: GPO BOX 7087 Hutt Street ADELAIDE SA 5000
The Case Manager will respond to your complaint as soon as possible. If we require more information, we will aim to get back to you with a decision within 15 business days of receipt of your complaint.
Stage 2 - Internal Dispute Resolution (IDR)
If your complaint cannot be resolved or you are not satisfied with the outcome at Stage 1, you may request the matter be referred to our Internal Dispute Resolution area or you can choose to contact them via the following options:
IDR will treat your complaint as a dispute and assign a team member to conduct an independent review of the matter.
IDR will contact you with a decision usually within 15 business days of receiving your dispute but within 45 days of when you first lodged your complaint.
Stage 3 - External Review: Australian Financial Complaints Authority (AFCA)
In the unlikely event that your complaint/dispute has not been resolved to your satisfaction by the Internal Dispute Resolution Team, or your complaint has not been resolved within 45 days, you may contact the Australian Financial Complaints Authority (AFCA).
You can contact AFCA at:
The AFCA service is provided to you free of charge. A decision by AFCA is binding on us but is not binding on you. You also have the right to seek further legal assistance.