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Making a complaint

We treat complaints seriously. If you have a complaint about any aspect of your relationship with us, including your policy, claim, or our service, staff or handling of a complaint, please let us know. We’ll acknowledge your complaint and attempt to resolve it within 10 business days if we have all necessary information and have completed any investigation required. If further information or investigation is required, we’ll agree reasonable alternative timeframes with you.

Step 1: Let Us Know

We want to resolve any complaint or dispute for you as quickly as possible. The best place to start is to contact our Customer Disputes and Resolution Team using the form below.

If you require specialist services or would like to speak to a complaints officer over the phone, you can contact us on +61 2 8015 6287 and we will arrange for someone to return your call as soon as possible.

Step 2: Escalation To Our Insurer

If we are unable to resolve your complaint to your satisfaction, we will escalate it to our Insurer:

For policies purchased on or before Tuesday 10th October 2023

Lloyd’s Australia Limited

Email: [email protected]
Call: +61 2 8298 0783
Mail: Lloyd’s Australia Limited Suite 1603/1 Macquarie Pl, Sydney NSW 2000

For policies purchased on or after Wednesday 11th October 2023

HDI Global Specialty SE - Australia

Email: [email protected]
Mail: HDI Global Specialty SE - Australia, Level 19, 20 Martin Place, Sydney NSW 2000

A final decision will be provided to you within 30 calendar days of the date on which you first made the complaint unless certain exceptions apply.

Step 3: External Independent Review

We aim to resolve complaints within 30 days. If we are unable to do so or you are dissatisfied with our final decision, you may lodge a complaint with Australia Financial Complaints Authority (AFCA) for external dispute resolution.

You can contact AFCA directly:
Online: www.afca.org.au
Email: [email protected]
Call: 1800 931 678
Mail: Australian Complaints Authority GPO BOX 3, Melbourne VIC 3001

Your complaint must be referred to AFCA within 2 years of the final decision, unless AFCA considers special circumstances apply. If your complaint is not eligible for consideration by AFCA, you may be referred to the Financial Ombudsman Service (UK) or seek independent legal advice.