TRAVEL INSURANCE
Complaints and Dispute Resolution
You can contact Zurich Australian Insurance Limited (“Zurich”), the insurer and issuer of Qantas Travel Insurance, in the following ways if you wish to make a complaint about a Zurich product or service you have received:
Call: 132 687 (Australia-wide) or +61 2 9995 1111 (Overseas)
Email: gi.feedback@zurich.com.au
In writing to: PO Box 677, North Sydney NSW 2059
Online Form: Available here
If you make a complaint, Zurich will acknowledge receipt of your complaint within 24 hours or as soon as practicable.
For information about their internal dispute resolution process, please refer to the general insurance fact sheet available on their website. Zurich may use a service provider to manage some complaints and/or internal dispute resolution process.
Zurich expects that their internal dispute resolution process will deal fairly and promptly with your complaint, however, you may take your complaint to the Australian Financial Complaints Authority (AFCA).
AFCA is an independent external dispute resolution scheme. Zurich is a member of this scheme and agrees to be bound by its determinations about a dispute. AFCA provides fair and independent financial services complaint resolution that is free to you.
AFCA’s contact details are:
Website: www.afca.org.au
Email: info@afca.org.au
Freecall: 1800 931 678
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001.
If your complaint or dispute falls outside the AFCA Rules, you can seek independent legal advice or access any other external dispute resolution options that may be available to you.
If you need extra support
If you need help lodging your complaint, for example due to illness, disability or English as a second language, please contact Zurich so they can provide the necessary support to help you manage your complaint. You can find more information on their website.
Note:
For policies purchased from 19 July 2023 to 12 May 2026, please view the complaints process here.
Disclaimer:
Qantas Travel Insurance is issued by Zurich Australian Insurance Limited ABN 13 000 296 640, AFSL 232507 (“ZAIL”). Qantas Airways Limited, ABN 16 009 661 901 (“Qantas”), is an authorised representative (AR 261363) of ZAIL. This information is general in nature only and has been prepared without taking into account your objectives, financial situation or needs.You should consider whether the advice is suitable for you and your personal circumstances. Before making any decision to buy the travel insurance, you should read the Product Disclosure Statement (PDS), Target Market Determination (TMD) and Financial Services Guide (FSG). ZAIL engages affiliated entities within the Zurich Insurance Group to provide services in support of this insurance as permitted by applicable laws.