Making a Complaint
We strive to provide our clients with excellent customer service and always welcome their views. If you are unhappy with any of our products or services, please let us know as soon as possible so that we can try to resolve the problem.
We are here to support clients who may be going through vulnerable circumstances such as financial hardship, family violence, illness or other. If you need assistance and have a complaint, please refer to our Vulnerable Client Policy for details about how we can assist you.
We are committed to helping and supporting people experiencing vulnerability and will take extra care to assist you in the most effective way possible.
We will allow your representatives (including financial counsellors, legal representatives, family, friends and members of parliament) to lodge complaints on your behalf.
If your complaint relates to an insurer product, services or insurer staff, we will clarify and confirm that with you and promptly advise the relevant insurer of your complaint.