Sharing feedback or making a complaint

If you’ve got a problem with any aspect of our service or insurance products, then we want to hear about it. If we can’t resolve it on-the-spot, we’ll get our specialist team onto it. They’ll treat your complaint seriously, investigate it fairly and resolve it for you in a reasonable timeframe.

The process

Step 1: Contact us first

Call or send us the details of your complaint. Provide as much information as you can – including supporting documents and policy information.

  • Submit your complaint through our website
  • Call 1800 335 425 to make your complaint over the phone
  • Mail us at PO Box 7518 Melbourne, Victoria 3004

If we’re unable to resolve the issue in your first contact with us, we’ll assign it to an Advocate in our Resolutions Team.

Step 2: Escalation process

Your dedicated Resolutions Advocate will contact you within three business days. The Advocate will aim to resolve the issue within 21 business days and will contact you if additional time or information is required

If you’re not satisfied with the findings from your Resolutions Advocate, you can request an internal review with a specialist or manager. 

If we can’t agree on a resolution that meets your satisfaction, you can ask the independent external umpire to investigate. 

Step 3: External umpire

If we can’t resolve your complaint directly with you, you can contact the Commonwealth Ombudsman as a last resort. The Ombudsman provides a free service to assist privately insured people to resolve disputes with their health insurer. The Ombudsman can provide advice, recommendations, and act as an independent umpire in helping us resolve your complaint.  

Ownership

We understand the importance of our complaint handling process. If we’ve done something wrong, we want to make it right. We’re all accountable for our members’ satisfaction and we want you to feel confident we will thoroughly investigate feedback and complaints.

If you have a complaint, the issue and the outcome will be registered and reported to our Board of Directors for ultimate oversight. We take our customer service seriously. If you’re not happy, please let us know about it first. 

Travel insurance

If you have any questions or need to change your travel insurance policy, call Allianz Global Assistance on 1800 622 499 (weekdays 8.00am to 7.00pm and Saturday 8.00am to 5.00pm (AEST/AEDT)

If you're overseas and need to delay your return to Australia, please call Allianz Global Assistance before the original end-date of your policy to discuss an extension.

Life and accident insurance

For a quick response, chat to one of our friendly staff or send us a message using this Contact us form.

While we are no longer accepting applications for life, accident or trauma insurance, we continue to support existing policy holders of these products.

Talk to us 1800 676 465
Monday - Friday, 8:30am - 5:00pm (AEST/AEDT)

Talk to AIG 1800 331 610

(International +613 9522 4000) for accident insurance claims (D-Pax)