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Complaints

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, Health and CTP

  • Postal: Apia
    GPO Box 756
    Melbourne VIC 3001

Funeral and Injury Insurance

  • 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, Health and CTP

  • Postal: Internal Disputer Resolution
    Apia
    PO Box 14180
    Melbourne City Mail Centre
    VIC 8001

Funeral and Injury Insurance

  • 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) Australia

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

  • Postal: Financial Ombudsman Service Limited
    GPO Box 3
    Melbourne VIC 3001

Health Insurance

Private Health Insurance Ombudsman Service (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

  • Postal: Private Health Insurance Ombudsman
    Commonwealth Ombudsman
    GPO Box 442
    Canberra ACT 2601

Compulsory Third Party (CTP)

NSW State Insurance Regulatory Authority (SIRA)

For complaints regarding NSW Compulsory Third Party (CTP) Personal Injury Insurance, contact the State Insurance Regulatory Authority (SIRA)

For more information about SIRA visit: https://www.sira.nsw.gov.au/

  • Postal: State Insurance Regulatory Authority
    Level 25, 580 George Street
    Sydney NSW 2000

Privacy

Office of the Australian Information Commissioner (OAIC)

Privacy complaints must be made in writing

  • Postal: Director of Compliance
    Office of the Australian
    Information Commissioner
    GPO Box 5218
    Sydney NSW 2001