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Complaints

Complaints Handling

If you have a complaint about an Apia branded product, about how we collect, hold, use or disclose your personal information or about a privacy related issue such as refusal to provide access or correction, please use our complaints process so that we can help. It is important to follow the complaint handling process in order to resolve your complaint effectively and efficiently.


Step 1. Let us know

If you would like to make a complaint, please let us know by contacting the relevant department as they may be able to resolve the complaint for you. If not, the staff member will refer you to a Manager or their delegate and they will attempt to resolve the complaint. A response is usually provided to you within 5 business days. You can contact us by using the relevant Complaints contact in the Complaints Contact Information table below.

Home & Contents

Landlord

Car

Caravan

Travel

Motorcycle

Motorhome

Caravan

Health

CTP

Phone:
13 50 50
Email:
customerservice@apia.com.au
Postal:

Apia

GPO Box 756

Melbourne Victoria 3001

Funeral

Phone:
1800 608 549
Email:
apialife@apia.com.au
Postal:

Apia Life Customer Service

GPO Box 3950

Sydney NSW 2001

Injury

Phone:
1800 090 474
Email:
apialife@apia.com.au
Postal:

Apia Life Customer Service

GPO Box 3950

Sydney NSW 2001

Step 2. Review by our Internal Dispute Resolution (IDR) Team

If you are not satisfied with the outcome of the business review you can request the complaint be referred to the IDR Team for review or you can contact them directly. Should additional information be required from you, we will contact you to discuss. The IDR Team will usually contact you with a decision within 25 business days of receiving your complaint. You can contact the IDR Team by using the relevant contact in the Complaints Contact Information table below

Home & Contents

Landlord

Car

Caravan

Travel

Motorcycle

Motorhome

Caravan

Health

CTP

Phone:
1300 240 531
Email:
idr@apia.com.au
Postal:

Internal Dispute Resolution

APIA

PO Box 14180

Melbourne City Mail Centre

Victoria 8001

Funeral

 

Injury

Phone:
1800 608 549
Email:
apialife@apia.com.au
Postal:

Apia Life Customer Service

GPO Box 3950

Sydney NSW 2001

Step 3. Seek review by an external service

We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you may be able to access an External Dispute Resolution service. Depending on the nature of your complaint the following External Dispute Resolution services are available:

General Insurance

Financial Ombudsman Service (FOS)

FOS is available to those individuals who come within their terms of reference. FOS will advise you if they can assist you.

Phone:
1300 780 808
Email:
www.fos.org.au
Postal:

Financial Ombudsman Service

GPO Box 3

Melbourne VIC 3001

Health Insurance

Private Health Insurance Ombudsman (PHIO)

In the event that you are not satisfied with the outcome of your complaint, you can contact the Private Health Insurance Ombudsman (PHIO)

For more information about PHIO visit: www.privatehealth.gov.au

Phone:
1300 737 299
Email:
phio.info@ombudsman.gov.au
Postal:

Private Health Insurance Ombudsman

Commonwealth Ombudsman

GPO Box 442

CANBERRA ACT 2601

Compulsory Third Party (CTP)

Motor Accidents Authority of NSW (MAA)

For complaints regarding NSW Compulsory Third Party (CTP) Personal Injury Insurance, contact the Motor Accidents Authority of NSW (MAA)

For more information about the MAA visit: www.maa.nsw.gov.au

Phone:
1300 137 131
Email:
complaints@maa.nsw.gov.au
Postal:

Motor Accidents Authority

Level 25, 580 George Street

Sydney NSW 2000

Privacy

Office of the Australian Information Commissioner (OAIC)

Privacy complaints must be made in writing

Phone:
1300 363 992
Email:
www.oaic.gov.au
Postal:

Director of Compliance

Office of the Australian

Information Commissioner

GPO Box 5218

Sydney NSW 2001