In line with the General Insurance Code of Practice (The Code), we will keep you informed of the progress of our response to your complaint at least every 10 business days, unless you agree otherwise. We will complete the review of your complaint and provide a decision to you in writing within 30 calendar days, provided we have all the necessary information and have completed any investigation required. If we are unable to provide you with a decision within 30 calendar days, then prior to this deadline we will provide you with the reasons for the delay in writing, and information outlining your right to escalate your complaint to the Australian Financial Complaints Authority (AFCA).
On providing you with the outcome, our written response to you will include the reasons for our decision and inform you of your right to take your complaint to the Australian Financial Complaints Authority if you are not satisfied with our decision. We will provide you with their contact details and the timeframe in which you are able to lodge a complaint. However, if we resolve your complaint to your satisfaction within 5 Business Days, we will not respond to you in writing unless you ask us to, your complaint relates to financial hardship, a declined insurance claim or the value of an insurance claim.
Where we identify an error or mistake in issuing you a quote or policy, or handling your claim or complaint, we will immediately take steps to correct this.
If our internal dispute resolution review decision does not resolve your complaint to your satisfaction, you may advise us that you wish to escalate your complaint to the external dispute resolution review managed by the Australian Financial Complaints Authority (AFCA).