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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:

Insurance

Australian Financial Complaints Authority (AFCA)

AFCA provides fair and independent financial services complaint resolution that is free for consumers. AFCA has authority to review certain complaints. Contact them to confirm if they can assist you.

  • Postal: Australian Financial Complaints Authority
    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)

New South Wales
State Insurance Regulatory Authority (SIRA)

Complaints in relation to an insurers product, services, staff:

  • Post: State Insurance Regulatory Authority
    Level 6, McKell Building
    2-24 Rawson Place
    Sydney NSW 2000
    or DX 1517 Sydney

Disputes if you disagree with an insurer's decision about your claim:

  • Post: Level 19, 1 Oxford St, Sydney; DX10 SYDNEY

Australian Capital Territory
ACT Treasury CTP regulator

  • Post: Attention: ACT Regulator
    Chief Minister, Treasury and Economic Development Directorate
    GPO Box 158
    Canberra ACT 2601

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

^Online policy discount does not apply to Apia Health, Funeral, Travel or CTP insurance or Apia Roadside Assist and Home Assist optional cover (where applicable). Australian Pensioners Insurance Agency Pty Ltd (Apia) ABN 14 099 650 996 AR 239591 is an authorised representative of AAI Limited ABN 48 005 297 807 AFSL 230859 (AAI), the issuer of Home, Landlord, Car, Caravan, Motorhome, Boat, Travel & Compulsory Third Party Personal Injury (CTP) Insurance. Registered Office: Level 28, 266 George Street, Brisbane QLD 4000. Read the PDS on this website before making any decisions about this insurance. Information provided is general advice only and has been prepared without taking into account any person’s particular objectives, financial situation or needs, so you should consider whether it is appropriate for you before acting on it. Funeral Insurance and Injury Support insurance issued by Suncorp Life & Superannuation Limited ABN 87 073 979 530 AFSL 229880 (SLSL) under the Apia brand and distributed by Suncorp Financial Services Pty Ltd ABN 50 10 844 6210 (SFS). Apia, AAI, SFS and SLSL are subsidiaries of Suncorp Group Limited ABN 66 145 290 124 (Suncorp Group). Suncorp supports and adheres to the Life Insurance Code of Practice (Code). The Code has been developed voluntarily by the Life Insurance industry through the Financial Services Council to promote high standards of service to consumers, provide a benchmark of consistency within the industry, and establish a framework for professional behaviour and responsibilities. For more information or to download the code click here. Products and services including banking, superannuation and insurance are provided by different entities of the Suncorp Group. Each entity is not responsible for, or liable in respect of, products and services provided by other entities of the Suncorp Group. Health insurance is issued by nib health funds limited ABN 83 000 124 381(nib) a registered private health insurer and is arranged by Australian Pensioners Insurance Agency Pty Ltd (Apia) ABN 14 099 650 996 as an authorised agent of nib for which it receives a commission. #Interest Rates effective from 29 January 2018. Interest is calculated daily and paid monthly on a stepped basis. You are paid interest for that part of your account balance that falls within each range, at the rate applicable to that range. This account is available to personal customers who are aged 50 and over who hold a current Apia Insurance Policy. In the case of joint accounts, one of the account holders must be over 50. An account cannot be opened in trust for another person. Deposit Products are issued by Suncorp-Metway Ltd ABN 66 010 831 722 AFSL No 229882 Australian Credit Licence 229882 ("Suncorp Bank") to approved applicants only. Fees, charges, terms and conditions apply and are available on request. Please read the Product Information Document before making any decision regarding this product. For a paper copy visit your local branch or contact us on 1800 931 178. Products and services including banking, superannuation and insurance (including life insurance, home and car insurance) are provided by separate companies in the Suncorp Group. Suncorp Bank is only liable for the banking products or services it provides and not the products and services of the other companies in the Suncorp Group.