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Complaints, Compliments and Suggestions
At CommInsure, we put our customers at the centre of everything we do. We also accept that sometimes we can get things wrong, and when this happens we’re determined to make them right again.
Our team is ready to listen and help you with any problem or complaint you might need resolved.
Your compliments also encourage us to keep striving to serve you better.
It’s all about you!
So if you have a complaint, compliment or other feedback, please talk to us.
Making a complaint
When you make a complaint to us we will:
- acknowledge your complaint and make sure we understand the issues
- do everything we can to fix the problem
- keep you informed of our progress
- keep a record of your complaint
- give you our name, a reference number and contact details so that you can follow up if you want to; and
If we are unable to provide a final response to your complaint within 45 days, we will:
- inform you of the reasons for the delay;
- advise of your right to complain to the relevant external dispute resolution scheme.
We recommend that you:
- gather any documents and other supporting information
- keep detailed records of letters, names, times and dates relating to your complaint, and
- let us know how you would like the complaint to be resolved.
To make a complaint:
| STEP 1 |
Talk to us |
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Most problems can be resolved quickly and simply by talking with us. You can call our Customer Service team to get help resolving your problem.
We aim to resolve your complaint at your first point of contact with us. |
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| STEP 2 |
Contact Customer Relations |
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If you have tried to resolve your complaint through the Customer Service team and are not satisfied with the outcome, you may also contact our Customer Relations team directly. You can contact Customer Relations by: |
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| STEP 3 |
External review |
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If you are not happy with the response we provide, you may refer your complaint to external dispute resolution.
The Financial Ombudsman Service (FOS) offers a free, independent dispute resolution service for the Australian banking, insurance and investment industries. You can contact FOS on 1300 780 808, or by writing to Financial Ombudsman Service, GPO Box 3, Melbourne, VIC 3001, or online at www.fos.org.au.
The Superannuation Complaints Tribunal (SCT) is a Commonwealth body that deals with complaints about superannuation. You can contact the SCT on 1300 884 114, or by writing to Superannuation Complaints Tribunal, Locked Bag 3060, GPO Melbourne, VIC 3001, or online at www.sct.gov.au. |
Giving a compliment
If you compliment a specific staff member or team, we make sure your compliment is passed on, so that they can be recognised for their service to you.
If you compliment a product we pass your feedback onto the appropriate department to help them focus on what works well for our customers.
You can make a compliment by using our online form.
Making a suggestion
Your feedback helps us to maintain a high standard of service and provide products and services that satisfy your needs. If you have a suggestion about how we can improve our products and services please let us know.
You can make a suggestion by using our online form
Your information
When you contact us we might record your telephone conversation and make notes about your contact.
Any information that we record regarding your contact is subject to our Privacy Policy. You can learn more about our Privacy Policy
To contact us
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