A: Your insurer can take up to 30 days to resolve a complaint.
Code of Practice
Q: How often will I be kept informed about the update of my complaint?
A: You will receive a progress update at least every 10 business days, unless the complaint is resolved earlier of you agree to a different timeframe.
Q: Will I be assigned a person to liaise with about my complaint?
A: Yes, your insurer will give you the name and relevant contact details of the person assigned to you
Q: How can I make a complaint to my insurer?
A: Your insurer will publish information about: your right to make a complaint; their internal complaints process; and their external dispute resolution provider. You can find this information on their website, other digital platforms and in relevant written communications.
Q: Can I complain about my insurer?
A: Yes, you can complain to them about any aspect of your relationship with them
Q: If I’m entitled to financial hardship support, what options do I have?
A: Options may include delaying the date on which the payment must be made; paying in instalments; paying a reduced lump sum amount; delaying one or more instalment payments for an agreed period; deducting the excess from the claim amount paid; waiving cancellation fees; releasing, discharging or waiving a debt or obligation (however you are not automatically entitled to this)