Do you disagree with our decision?
We're committed to providing a superior product as well as superior service. To help us meet this commitment we have voluntarily adopted the General Insurance Code of Practice. This is a self regulatory Code that sets out standards for the way insurance companies conduct business with customers.
What to do to get help
If you disagree with our decision on your claim, please discuss it with us. If you aren't happy with the result, you can ask for the dispute to be referred to our Internal Dispute Resolution Committee. This request can be made orally or in writing and we will help you form and lodge your dispute. The cost of the Internal Dispute Resolution procedure is at our expense.
Dispute procedure
You will be asked to submit your case in writing stating the reasons why the matter should be reconsidered and the outcome you expect. You may find it convenient to use the Claim Dispute form we have for the purpose.
The dispute will be referred to and considered by the Internal Dispute Resolution Committee in an impartial manner, and a decision will be made within 15 business days from the date of receipt (unless the Committee requires further expert evidence).
If the Committee's decision is not acceptable to you, you have the right to seek resolution of the dispute through other external channels such as:
General Insurance Claims Review Panel (for claims matters only);
The formal legal process including the courts;
Mediation;
Arbitration; or
The Commonwealth Ombudsman.
