Dispute Resolution Process
What if I'm not happy with the way my claim is progressing?
If you're unhappy with the way your claim is progressing, or wish to dispute our decision, we have a simple and transparent internal dispute resolution process.
Step 1: Talk to us
If you have a complaint, please speak to the Claims Officer managing your claim in the first instance. If they are unable to resolve the matter, ask to speak to a Manager. If you're still not satisfied with our response, you are entitled to seek a review of your claim.
Step 2: Seeking an internal review
If your matter is still not resolved, the Manager will initiate the Internal Review Dispute Resolution process. You will be contacted within 10 Business days and if you are still not satisfied with the outcome, you are entitled to seek an external review.
Step 3: Seeking an external review
In the event of an external review, we will provide you with information about the options available to you, including, if appropriate, a referral to an external dispute resolution scheme administered by the Australian Financial Complaints Authority (AFCA).
If you would like to know more about the complaints and dispute resolution process, please ask your Claims Officer.
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