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What if I want to make a complaint?

At Qantas Insurance, we welcome your feedback. We treat any suggestions or complaints you may have as an opportunity to improve our services, systems, and products.

We consider a complaint to be any feedback given to Qantas about dissatisfaction with our products, services or staff. Also, the handling of a complaint where a response or resolution is explicitly expected or legally required.

Step 1 - Contact Us

The best place to start is to get in touch with our Customer Service Team.

Call: 13 49 60 (Monday - Friday 9:00 am - 7:00 pm, Saturday 9:00 am - 2:00pm)

Email: home@qantasinsurance.com

How we manage your complaint (With an AUSLAN interpreter)

Our commitment is to ensure accessibility for everyone. See how we manage your complaint with an Australian Sign Language interpreter.

Easy English Guide

Easy English is a writing style designed to present information clearly and simply. The Guide is written in an easy-to-read format and includes pictures to help explain how to make a complaint.

Easy English Guide

Support in other languages

Please let us know if English is not your first language and you would like an interpreter to support you on the call. We use the Translations and Interpreting Service (TIS National) and can arrange a qualified interpreter to assist free of charge (subject to availability).

Accessibility

We want to make it as easy as possible for you to contact us. If you need extra assistance, please visit our Accessibility page for options including National Relay Services and teletypewriter options.

Step 2 - Our team will help you

We will acknowledge your complaint within 24 hours of receiving it (or as soon as practicable). Our team will try to resolve your complaint or dispute immediately and will provide you with a reference number.

If we are unable to resolve your complaint to your satisfaction within 5 business days, we will escalate it to our Customer Disputes Resolution Team for review, who will work with you to try and resolve your complaint within 30 calendar days. However, if we know you’re experiencing financial hardship, we’ll do everything we can to give you our decision within 21 calendar days, and keep you updated on the progress of your complaint every 10 business days. 

We’ll always give you a written response to your complaint when it is in relation to:

  • a request from you for a written response;
  • a declined claim;
  • the value of a claim;
  • financial hardship, and
  • any other complaint we have not been able to resolve with you within 5 business days.

Step 3 - If we can't agree, you can seek an independent review

We aim to resolve complaints within 30 days. If we are unable to finalise your complaint within this time, we will:

If you are dissatisfied with our final decision you can also contact AFCA directly.

Call: 1800 931 678 (free call)

Email: info@afca.org.au

Mail: GPO Box 3, Melbourne VIC 3001

AFCA independently resolves disputes between financial service providers (like insurers) and their clients. Their decisions are binding which means that even if they aren’t in our favour, we have to accept them. You have two years from when we make a decision on your complaint to take your complaint to AFCA.

Your Guide to making a complaint

The Complaints Guide offers more information on how to make a complaint, what we will do to resolve the issue, and how long it will take. It is provided in other languages for customers who do not primarily speak English.

Our Complaints Guide is also available in other languages.

General Industry Code of Practice

Auto & General Insurance Company Limited (The Insurer) is a signatory to the General Insurance Code of Practice (Code). The Code commits the Insurer to, among other things, provide high standards of customer service and a fair and effective complaints process. General insurers' compliance with the Code is monitored and enforced by the Code Governance Committee (CGC), an independent body.  

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