Complaints & Service Concerns

If something has not met your expectations, tell us clearly. We will record the concern, investigate it and keep you informed.

How concerns are handled

A documented route to resolution

Your submission is logged with the contact details and policy or reference information you provide.

We review our records, contact the relevant team or insurer and ask for any information needed to understand the issue.

We explain the outcome, any corrective action and the next escalation route if you remain dissatisfied.

A complaint does not affect your right to make a claim or request policy service. Urgent claims should still be reported through the claims page.

Give enough detail for us to identify the account, event and outcome you are seeking.

Before submitting

Policy, claim, invoice or quotation reference; product; and the people involved.

Important dates, what was expected, what occurred and previous contact with our team.

We will advise a secure route if statements, correspondence or identity documents are needed.