What happens if there’s a dispute over who’s at fault during the claims process?
If there’s a dispute over who’s at fault during the claims process, we’re here to investigate and work with all involved parties to come to a resolution.
If you’re unhappy with the outcome of your claim, we encourage you to let us know and go through our complaints process. Our Internal Dispute Resolutions (IDR) Team will then review your complaint and get back to you within 15 working days.
We believe our dispute resolution process is fair and timely, but you may also engage an external service through the Australian Financial Complaints Authority (AFCA).
For more detailed information about the dispute resolution process, take a look at your PDS.