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What if I want to make a complaint?

We always try to assist you with the best service possible. If you have any concerns, we’d like to hear from you so we can resolve them as quickly as possible. The following steps are part of our complaint resolution procedures.

Step 1

The best place to start is to contact our Customer Service Team:

Call 13 49 60

Or email home@qantasinsurance.com

Step 2

Our team will try to resolve your complaint immediately and will provide you with a unique reference number. If we are unable to resolve your complaint to your satisfaction we may escalate it to our Customer Disputes Resolutions Team for review.

Our Customer Disputes Resolution Team will work with you to try and resolve your complaint within 30 calendar days. 

Step 3

Our aim is to resolve complaints within 30 days. If we are unable to finalise your complaint within this time we will let you know the reason for delay and provide you with the details of the external dispute resolution scheme operated by the Australian Financial Complaints Authority (AFCA).

Additionally, if you are dissatisfied with our final decision you can also contact AFCA directly.

Call 1800 931 678 (free call)

Or email info@afca.org.au

Or write to Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Visit www.afca.org.au

AFCA independently resolves disputes between financial services providers (like insurers) and their clients. (it’s not binding on the customer).

General Industry Code of Practice

Our underwriting partner, Auto & General Insurance Company, are a signatory to the General Code of Insurance Practice 2020, which sets out guidelines and  standards for insurers . Among other things, the code requires us to have in place a process for fairly and effectively resolving any complaints and disputes between us and you. Please visit codeofpractice.com.au for further information.

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