Complaints Handling

We understand that sometimes issues come up and you may have a complaint.

We will always do our best to provide you the highest level of service but if you are not happy or have a complaint or dispute, here is what you can do. 

We outline below our complaints process at each stage. We aim to resolve your complaint as quickly as possible and will keep you informed as to the progress of your complaint. If you are unhappy with our decision, or in the unlikely event we cannot resolve a complaint within a maximum of 30 days, you may wish to access external review options – see Step 3

Step 1. Talk to Us

The first thing to do is contact your Broker to talk about your concerns.

We will work with you and your Broker to try and resolve complaints at first contact or shortly thereafter, if we are unable to do so, we may refer you and your Broker to a manager (or you can ask to speak to a manager yourself).

For assistance contacting your Broker, please contact us on 02 9099 4998 or email underwriting@ial.com.au and we will help you to get in touch.

If your complaint relates to a claim, call us on 1300 559 019 or email claims@ial.com.au

STEP 2. CONTACT CUSTOMER RELATIONS

If we can't quickly resolve your complaint, you can ask for it to be escalated to Customer Relations, which is our Internal Dispute Resolution team.

You can also contact the Customer Relations directly by:

- compliance.manager@ial.com.au

- Phone on (02) 9099 4997

- Fax on 1800 649 290

- Free post (no stamp needed) at:

Customer Relations

Reply Paid 89824

Sydney NSW 2001

 

Customer Relations will contact you if they require additional information or have reached a decision. Customer Relations will advise you of the progress of your complaint and the timeframe for a decision in relation to your complaint. 


STEP 3. SEEK AN EXTERNAL REVIEW OF THE DECISION

We expect our procedures will deal fairly and promptly with your complaint. If you are unhappy with the decision made by Customer Relations you may wish to seek an external review, such as referring the issue to the Australian Financial Complaints Authority (AFCA).  

AFCA provides fair and independent financial services complaint resolution that is free to customers. AFCA has authority to hear certain complaints. AFCA will confirm if they can assist you:  

Free Call: 1800 931 678  

Email: info@afca.org.au  

Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001  

Visit: www.afca.org.au 

Some time limits apply to AFCA complaints, so act quickly. Check the AFCA website to see if time limits apply to your situation.

Further information about our complaint and dispute resolution process is available by contacting us.