Complaints and Feedback
We recognise that sometimes things go wrong, and when they do, we want to try and make them right as soon as possible.
Below is information on how to resolve any concerns you may have.
If you wish to make a complaint or provide feedback, you can contact the Complaints team at AIG Australia Limited (AIG), the insurer who issues Qantas Travel Insurance policies. The AIG Complaints Team can be contacted on 1800 339 669. Please have your policy, Certificate of Insurance and, if applicable, your claim number available, and any specific information about the issue you would like to resolve.
If you would prefer to provide your feedback or complaint in writing, you can do so by writing to the AIG Complaints team at:
The Complaints Team AIG Australia Limited Level 13, 717 Bourke Street Docklands VIC 3008 Email: aucomplaints@aig.com Phone: 1800 339 669 (free call)
What will happen if you make a complaint
If you make a complaint, AIG will record your complaint, make sure that your concerns are addressed as quickly as possible and seek to achieve a fair outcome for both parties. They will treat your complaint respectfully and handle all personal information in accordance with their Privacy Policy.
AIG will assess your complaint upon receipt. They will acknowledge your complaint within one business day of receiving it and provide you with the name and contact details of the person who will be handling it. They will keep you informed about the progress of your complaint via your preferred method of communication every 10 business days, or more frequently if necessary, or as agreed by both you and them.
If AIG cannot meet any of the above timeframes, they will communicate to you the reasons why this has not been possible and advise you when you should expect to receive a response or decision. If you are dissatisfied with those reasons or if they still haven’t resolved your complaint within 30 calendar days of receiving it, they will outline your right to complain to the Australian Financial Complaints Authority (AFCA).
If you are not happy with the response or handling of your complaint
If you are not satisfied with AIG’s response or the handling of your complaint, you can have the matter reviewed by their Internal Dispute Resolution Committee (IDRC). If you wish to have your complaint reviewed by the IDRC, you can call or write to their Complaints Team using the contact details above. As part of your request, please include detailed reasons for requesting the review and the outcome you are seeking. This information will assist the IDRC in carrying out its assessment and review of your complaint.
A written response setting out the final decision of the IDRC and the reasons for this decision will be provided to you. If AIG are unable to provide a response within 30 calendar days of receipt of the initial complaint, they will inform you of the time frame for when your complaint will be heard by the IDRC, when you should expect to receive a response from the IDRC, the reasons for such delay, your right to complain to AFCA if you are dissatisfied with such reasons, and the contact details for AFCA.
Australian Financial Complaints Authority (AFCA)
You can take your complaint to AFCA at any time, including where AIG have been unable to resolve your complaint within 30 calendar days, you are dissatisfied with the outcome of your complaint, or you are dissatisfied with the findings of the IDRC.
AFCA provides a fair and independent financial services complaint resolution service that is free to consumers. AFCA can make decisions with which AIG are obliged to comply. But under AFCA rules, your complaint may be referred back to AIG if it has not gone through their complaints process.
AFCA’s contact details are:
Australian Financial Complaints Authority (AFCA) GPO Box 3 Melbourne VIC 3001 Website: www.afca.org.au Email: info@afca.org.au Phone: 1800 931 678 (free call)
The use of AFCA does not preclude you from subsequently exercising any legal rights which you may have if you are still unhappy with the outcome. Before doing so however, AIG strongly recommend that you obtain independent legal advice. If your complaint does not fall within AFCA's rules, they will advise you to seek independent legal advice or give you information about any other external dispute resolution options where available to you.
For more information, view AIG’s Complaints and Feedback process.
Need help?
AIG, our travel insurance partner, recognises that some customers require additional support when dealing with us. They provide a range of inclusive support initiatives to assist customers with specific needs. If you have a physical or mental illness, financial challenges, difficulty understanding or reading English, they can help.
Please visit AIG’s Customer Care page for more information on how they can assist you. Alternatively, you can call the team on 1300 295 016 or email them at aucustomercare@aig.com
If you have a hearing or speech impairment contact AIG through the National Relay Service (NRS)
Voice Relay Number: 1300 555 727
TTY Number: 133677 Note: For policies purchased before 19 July 2023, please view the complaints process here
Qantas Travel Insurance is issued by AIG Australia Limited ABN 93 004 727 753, AFSL 381686 (“AIG”). Qantas Airways Limited is an authorised representative (AR 261363) of AIG. This is general advice only and your objectives, financial situation or needs have not been taken into account. You should consider whether the advice is suitable for you and your personal circumstances. Before making any decision to buy the travel insurance, you should read the Product Disclosure Statement (PDS), Target Market Determination (TMD) and Financial Services Guide (FSG).