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What if I want to make a complaint?

We want to resolve any complaint or dispute you have as quickly as possible. The following steps are part of our complaint and dispute resolution process.

Step 1 - Contact Us

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

Call: 13 49 60

Email:  home@qantasinsurance.com

Step 2 - Our team will help you

We will acknowledge your complaint within 24 hours of receiving it (or as soon as practicable). Our teams 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. 

Our Customer Disputes Resolution Team will work with you to try and resolve your complaint within 30 calendar days however if we know you are experiencing financial hardship we will give you our decision within 21 calendar days.

We will keep you informed of our progress at least every 10 business days.

We will 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

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 the delay in writing within the 30 calendar days, and provide the contact details for the external dispute resolution scheme run by the Australian Financial Complaints Authority (AFCA).

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. You have 2 years from when we make a decision on your complaint to take your complaint to AFCA. 

Accessibility

We want it to be easy for you to contact us. If you need assistance to make a complaint, please visit our accessibility page for options. 

For further information, please see our Complaints Policy.

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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