Complaints Handling

We will do everything possible to provide a quality service to you. However, we recognise that occasionally there may be some aspect of our service or a decision we have made that you wish to query or draw our attention to. We have a complaints and dispute resolution procedure which undertakes to deal with your complaint promptly. It is important to follow the complaint handling process so we are able to resolve your concern effectively.

Tell Us

If you would like to make a complaint please tell us by contacting the relevant department your complaint relates to (see table below). In most cases they will be able to resolve the matter. If not you will be referred to a manager who will attempt to resolve the matter. A response will be provided within fifteen (15) business days.

Review by the Financial Ombudsman Service

Policy

If your complaint relates to, or if you have any concerns about, the sale of your Policy, please contact your Steadfast Broker. You can also contact us by email to: compliance.manager@ial.com.au . We will assist by directing your concern to your Steadfast Broker.

Claims

If your complaint relates to a claim, please contact us by:

For claims lodged before 1 December 2018 Innovation Group acts as a manager and administrator of claims on behalf of IAL

For claims lodged on or after 1 December 2018 Claims Central acts as a manager and administrator of claims on behalf of IAL


Independent Internal Review

If you are dissatisfied with how your complaint has been resolved, you can escalate your complaint to our Internal Dispute Resolution (IDR) department who will review the decision independently. You may be asked to put your complaint in writing to us.

You can contact our IDR department by:

The IDR department will contact you with a decision within fifteen (15) business days of receiving your complaint.

Review by Australian Financial Complaints Authority

From 1 November 2018 FOS have changed their name to the Australian Financial Complaints Authority (AFCA). In most cases we can resolve any problems our customers have but if you remain dissatisfied with how we have resolved your concern you can contact AFCA for an independent review at no cost to you. We are bound by any determination by AFCA but the decision is not binding on you.

AFCA can be contacted by:

  • Phone: 1800 931 678
  • Fax: (03) 9613 6399
  • Email:info@afca.org.au
  • Address: Australian Financial Complaints Authority Limited, GPO Box 3, Melbourne VIC 3001
  • Internet: www.afca.org.au