Important Information

The information provided in the CommInsure Internet site is copyright to CommInsure. CommInsure accepts no responsibility for any loss occasioned to any person acting or refraining from action as a result of material in this service, or any other service that may be accessed through this site, except to the extent that any liability under any law cannot be excluded.

As the information on this Internet site has been prepared without considering your objectives, financial situation or needs, you should, before acting on the advice, consider its appropriateness to your circumstances and consider the relevant Product Disclosure Statement (PDS) before making any decision about the product.

CommInsure is a registered business name of Commonwealth Insurance Limited ABN 96 067 524 216 AFSL 235030 (CIL) and of The Colonial Mutual Life Assurance Society Limited ABN 12 004 021 809 AFSL 235035 (CMLA).

CMLA and CIL are wholly owned subsidiaries of the Commonwealth Bank of Australia ABN 48 123 123 124. Commonwealth Bank of Australia does not guarantee the obligations or performance of CMLA or CIL or the products they offer.

The products and services described on this site are not available in countries or to residents of countries, where it is unlawful to provide the information included in this site or where it is unlawful to offer the products and services. Further the availability of some products and services may be limited to Australian residents only. The information provided in this site has been provided only in accordance with Australian laws and may not satisfy the laws of other countries.

General Insurance
Home, car and travel insurance are offered by CIL. CIL is also the insurer for home, car and travel insurance.

Product Disclosure Statements (PDS) for Home, Car and Travel Insurance are issued by CIL and are available by downloading them from comminsure.com.au or by calling 13 24 23 and should be considered before making any decisions about these products.

In the Australian Capital Territory, Tasmania and Western Australia, CommInsure offers Domestic Workers Compensation insurance as an agent for, and receives commission from Allianz Australia Insurance Limited ABN 15 000 122 850 (Allianz). In New South Wales, the insurer is CIL, fully reinsured by Allianz Australia Worker’s Compensation (NSW) Limited ABN 17 003 087 545. The Commonwealth Bank of Australia or its subsidiaries, do not guarantee the obligations or performance of Allianz or the products they offer.

Product Disclosure Statements (PDSs) describing Lifestream Guaranteed Income and GITA is available from your financial adviser, by downloading it from comminsure.com.au or by calling 13 10 56 (from overseas call +61 13 10 56). You should consider the Guaranteed Annuity PDS before making a decision about whether to acquire Lifestream Guaranteed Income or GITA.

A Product Disclosure Statement (PDS) describing CreditCard Plus is available from any Commonwealth Bank branch, by downloading it from comminsure.com.au or by calling 13 20 15 (from overseas call +61 13 20 15).

You should consider the CreditCard Plus PDS before making a decision about whether to acquire CreditCard Plus.

Loan Protection
Loan Protection is issued by The Colonial Mutual Life Assurance Society Limited ABN 12 004 021 809 (the issuer). A Product Disclosure Statement (PDS) describing Loan Protection is available from your financial adviser, by downloading it from comminsure.com.au or by calling 13 10 56 (from overseas call +61 13 10 56). You should consider the Loan Protection PDS before making a decision about whether to acquire Loan Protection.

Personal Insurance
Income Care, Income Care Plus and Business Overheads Cover (the Income Care Range), Life Care, Total and Permanent Disablement Cover (TPD Cover) and Trauma Cover form part of Personal Insurance Portfolio. Life Care, TPD Cover, Trauma Cover and Income Protection are available under Life and Income Protection. Personal Insurance Portfolio and Life and Income Protection are issued by The Colonial Mutual Life Assurance Society Limited ABN 12 004 021 809 (CMLA).

Total Care Plan Super is issued by Colonial Mutual Superannuation Pty Ltd ABN 56 006 831 983, the trustee of the Colonial Super Retirement Fund ABN 40 328 908 469 SFN 2933/419/40 (the Fund). CMLA is responsible for the administration of the Fund and provides insurance benefits to the Fund as insurer.

Commonwealth Bank of Australia does not guarantee the obligations or performance of CMLA or Colonial Mutual Superannuation Pty Ltd or the products they offer.

Product Disclosure Statements (PDS') describing Life and Income Protection, Personal Insurance Portfolio and Total Care Plan Super are available from your financial adviser, comminsure.com.au or by calling 13 10 56 (from overseas call +61 13 10 56). You should consider the relevant PDS before making any decision about these products.

Complaint and dispute resolution processes – General Insurance

CommInsure staff are committed to providing you with the right service. That includes doing all we can to promptly resolve any problems you may have in doing business with us.

If we fail to satisfy you:

Step 1
Please call our Customer Service line on 13 24 23 (from overseas call +61 13 24 23) 8am to 8pm (Sydney time), 7 days a week, about general or policy matters, or the Claims Service line on 13 24 20 (from overseas call +61 13 24 20) if you have a problem with a claim. If preferred, you could write or fax us. If we are not able to satisfy you, our internal procedures will ensure that it is referred to an appropriate person and receives prompt attention.

Step 2
If you remain dissatisfied, CommInsure has its own internal dispute resolution process. You can access it either by calling the Customer Relations number, 1800 805 605, or by writing to

Customer Relations Department
Commonwealth Bank Group
GPO Box 41
Sydney NSW 2001.

Customer Relations has the authority to act independently in dealing with your problem and to respond to your request for resolution. Normally, investigations are completed within 15 working days. If, after investigation, we are unable to resolve your problem, we will write to you and provide you with the reasons for our decision.

If our internal process has not worked for you:

Step 3
If you are dissatisfied with the decision from our internal dispute resolution process please let us know. Alternatively you can contact Financial Ombudsman Service Limited (FOS) and will need to make contact with them within three months of receiving our final decision.

You can contact the FOS by calling 1300 780 808 for the cost of a local call or by writing to:

Financial Ombudsman Service Limited (FOS)
GPO Box 3 MELBOURNE VIC 3001

You can also fax the FOS on (03) 9613 6399 or visit their website at www.fos.org.au

If you believe we have failed in our commitment to protect your privacy:

Please give us the opportunity to respond to your concerns by either calling our Customer Relations number, 1800 805 605, or by writing to:

Customer Relations Department
Commonwealth Bank Group
GPO Box 41
Sydney NSW 2001.

Customer Relations has the authority to investigate on your behalf and has a commitment to respond to you within 15 working days. If, after investigation, we are unable to meet your expectations, we will write to you and provide you with the reasons for our decision.

If you remain dissatisfied with our handling of your privacy complaint:

We will provide you with information on the further action you can take to have the matter referred to an external, independent body for determination.

Complaint and dispute resolution processes (except General Insurance)

If you have a complaint, we want to know. So please tell us and we promise to do something about it - and get back to you. To register a complaint, please follow these steps:

Step 1
Gather all supporting documents about your complaint, think about the questions you want answered and decide what you want us to do.

Step 2
Call our Customer Service Centre.

For Life and Income Protection, Personal Insurance Portfolio, Total Care Plan Super, Lifestream Guaranteed Income or Loan Protection please call 13 10 56 (from overseas call +61 13 10 56) between 8am and 8pm (Sydney time) Monday to Friday.

For CreditCard Plus please call 13 20 15 (from overseas call +61 13 20 15) between 8am and 8pm (Sydney time) Monday to Friday.

One of our customer service representatives will either deal with the matter personally or refer the matter to the appropriate person. A quick chat is all that is required to resolve most complaints.

If you would prefer to put your complaint in writing contact Customer Relations or you can write to:
Customer Relations or you can write to:

Customer Relations Department
Commonwealth Bank Group
GPO Box 41
Sydney NSW 2001