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 to 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
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.
Once notified to us, your complaint will be handled through our Internal Dispute Resolution (IDR) 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.
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 are not satisfied with our response, or if your matter is not resolved within 45 days of the date we first received your complaint, you may refer your matter to an external dispute resolution scheme.
External dispute resolution
If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaints resolution that is free to customers.
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
AFCA will not consider a complaint/dispute unless it is lodged before the earlier of the following time limits:
- within 2 years of the date of our final IDR response; and
- within 6 years of the date when you first became aware (or should reasonably have become aware) that you suffered the loss.
However, AFCA may still consider a complaint/dispute lodged after either of these time limits if it considers that exceptional circumstances apply. Refer to the AFCA website for more detail.
* 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.