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.
FAQs
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)
Q: What evidence could I be asked to provide to support my financial hardship application?
A: Evidence of a serious illness that prevents you from earning an income, evidence of a disability, Centrelink statements if appropriate and/or evidence of your unemployment.
Q: Can I owe money to an insurer even when I’m not their customer?
A: You can owe a debt to an insurer when you are not their customer – for example, if you cause a car accident and you don’t have insurance, the insurer of the other car can seek payment for the damage from you. If you’re experiencing financial hardship, you can work with the insurer to come up with a repayment arrangement that is affordable for you. This could involve extending the period of repayment and reducing the amount of each payment and/or postponing payments for an agreed period.
Q: I can’t afford the excess for my claim, are there any options available to help me?
A: If you make an insurance claim and due to financial hardship you can’t afford to pay your excess, let your insurer know as soon as possible so that they can discuss options with you.
