Legal
Complaints Resolution
If you are unhappy with a service, process, delay, or outcome, you can raise a complaint and request that it be reviewed through the appropriate support channel.
How to submit a complaint
Complaints should be submitted in writing where possible so the issue can be logged and tracked properly. Include enough detail for the matter to be investigated, including:
- Your full name and contact details
- Policy, quote, or service reference where applicable
- A clear description of the issue
- Relevant dates, communications, or supporting documents
- The outcome you are seeking
Initial review
Once received, the complaint should be acknowledged and reviewed to determine the nature of the issue, the parties involved, and whether additional information is required.
Investigation and response
The complaint will generally be assessed against the facts, supporting documentation, relevant communications, and the service or product process involved. A response should then be provided once the review is complete or once enough information is available to explain the next step.
Escalation
If the issue cannot be resolved at the first level, it may be escalated internally for further review. Where the matter concerns a regulated product or financial service outcome, additional external escalation avenues may apply depending on the facts and the entity responsible for the service.
Contact channel
Use the contact page to submit a complaint or request assistance. If the issue relates to a claim, you may also want to review the claims process.
Record keeping
Clients should keep copies of complaint submissions, email correspondence, policy documents, invoices, and any other records that may assist with the review.