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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

Or email home@qantasinsurance.com

Step 2 - Resolve

Our teams will try to resolve your complaint or dispute immediately and will provide you with a reference number. 

Step 3 - Escalate

If we are unable to resolve your complaint or dispute to your satisfaction, we will escalate it to our Customer Disputes Resolution team for review.

Our Customer Disputes Resolution team will work together with you to try to resolve your complaint.

Australian Financial Complaints Authority (AFCA)

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 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.

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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