Complaints and Disputes

We want to hear from you

We will always do everything possible to provide you with outstanding service, but we recognise that sometimes you may be dissatisfied with that service or a decision that has been made in relation to your insurance.

We value your feedback and want you to tell us if we have not met your expectations. Telling us gives us a chance improve our products and services, and to resolve your concerns in a fair, transparent and timely manner.

 

What to do if you have a complaint

Please contact us to explain your concerns, and try to provide as much information as possible. You will find our details here.

Your complaint may be about your insurance policy, a claim or a privacy issue, relate to the conduct of our staff or authorised representatives, or involve repairers, investigators, assessors or loss adjusters.

CONTACT US

 

Complaint process

If we have all necessary information and have completed any assessment or investigation required, we will respond to your complaint in writing within 15 business days, including reasons for our decision.

If we need more time we will advise you, discuss reasonable alternative timeframes and keep you informed of our progress in responding to your complaint.

If you are not satisfied with our response to your complaint, or if we cannot agree on alternative timeframes, you may advise us that you want your complaint to be treated as a dispute.

 

Dispute process

If your matter is treated as a dispute, it will be reviewed by employees with appropriate experience, knowledge and authority.

If we* have all necessary information and have completed any assessment or investigation required, we will respond to your dispute in writing within 15 business days, including reasons for our decision.

If we need more time we will advise you, discuss reasonable alternative timeframes and keep you informed of our progress in responding to your dispute. If we cannot agree on alternative timeframes, you may be able to refer your matter to an external dispute resolution scheme.

 

External dispute resolution

We are a member of the Financial Ombudsman Service (FOS) Australia, an independent external dispute resolution scheme (EDR) which is available free of charge and deals with customers and third parties who fall within its Terms of Reference. Determinations made by FOS Australia are binding upon us, but not on you.

If you are not satisfied with our response to your dispute, or if your matter is not resolved with 45 days of the date we first received your complaint, you may refer your matter to FOS Australia. If we have provided you with a written response to your dispute, you may request a review by FOS Australia up to 2 years from the date of that response.

If FOS Australia advises you that your matter falls outside of their Terms of Reference, you may seek independent legal advice and we may advise you of any alternative EDR options that are available.

Further details are available from FOS Australia:

Phone:  1800 367 287 (1800 FOS AUS)

Email:   info@fos.org.au

Website:  www.fos.org.au

Mail: Financial Ombudsman Service Limited
GPO Box 3
Melbourne VIC 3001

 

 

* Strata Community Insurance policies are underwritten by Allianz Australia Insurance Limited, ABN 15 000 122 850, AFS Licence No. 234708, of 2 Market Street Sydney NSW 2000 (Allianz). We may refer some matters to Allianz and where we do so they will respond to your dispute.

INTERMEDIARY PORTAL