Car Insurance
The Basics
What types of car insurance does Qantas offer?
What’s covered under Comprehensive car insurance?
Which car insurance is compulsory to have?
What's the difference between Third Party Property and Compulsory Third Party (CTP) insurance?
Would Third Party Property, Fire and Theft Insurance cover attempted theft-related damage to my car or personal items stolen from my car?
What is a car insurance excess?
When do I need to pay an excess?
When do I not need to pay an excess?
What is a ‘no-fault’ accident?
Making a claim
I’ve had an accident - what do I do now?
Once my car has been assessed, how do I move ahead with repairs?
Does Qantas Insurance guarantee the repairs?
My car is a write-off. What happens now?
Managing your Car Insurance policy
Managing your Qantas Car Insurance policy
I’m selling/trading in my car and buying another - can I transfer my insurance to my new car?
How do I set up an online account?
What changes can I make to my car insurance?
What if I want to make a complaint?
Can you offer assistance if I am experiencing vulnerability or hardship?
Home Insurance
The Basics
What types of home insurance does Qantas Insurance offer?
What does home insurance cover?
What does contents insurance cover?
What optional extras are available with Qantas Home Insurance?
Does home insurance cover storm damage?
Does home insurance cover leaks?
Does home insurance cover termite damage?
Does home insurance cover theft?
Does home insurance cover theft while travelling?
Does home insurance cover breakage?
Does home insurance cover mobile phones?
What is Landlord Insurance?
Does Landlord Insurance cover unpaid rent?
How much does Landlord Insurance cost?
What is an excess?
When do I pay an excess?
Buying Home Insurance
Should I get home insurance?
How much is home insurance?
Does Qantas Home Insurance have a cooling-off period?
I’m selling my house - what do I need to do with my insurance?
Can home insurance be transferred to another home?
I’m building a house, so when should I get home insurance?
Do I need to list, or specify, home contents on my policy?
What if the amount I insure my home for is too low?
When does my home insurance take effect?
Making a claim
How do I make a home insurance claim?
How long do home insurance repairs take?
What if I can’t stay at home?
Does Qantas Home Insurance guarantee the repairs?
Managing your Home Insurance policy
How can I see and change my home insurance policy details?
Can I change my home insurance at any time?
Does my home insurance renew automatically?
If I cancel my home insurance, will I have to pay a fee?
Can I cancel my home insurance policy and get a refund?
What if I want to make a complaint?
Can you offer assistance if I am experiencing vulnerability or hardship?
Travel Insurance
Purchasing
Do I need travel insurance?
How do I purchase Qantas Travel Insurance?
Can I book Travel Insurance online?
Claiming
Your Policy
Which Product Disclosure Statement (PDS) relates to my policy?
How do I amend my Travel Insurance policy?
How can I change my existing Travel Insurance policy once I have made changes to my flight booking?
How do I cancel my Travel Insurance policy?
How do I extend my Travel Insurance policy?
What are my options if I'm unable to use my insurance policy due to coronavirus related travel bans?
All Categories > Home Insurance > Managing your Home Insurance policy > What if I want to make a complaint?
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.