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How to contact us with a complaint

Let us know

If you experience a problem, are not satisfied with our products or services, about how we collect, hold, use or disclose your personal information or a privacy related issue such as refusal to provide access or correction, please let us know so that we can help. Contact us by using the relevant Complaints contact in the Complaints Contact Information table below:

Home & Contents, Landlord, Car, Caravan, Travel, Motorcycle, Motorhome, Health,NSW CTP and ACT MAI Insurance

  • Postal: Apia
    GPO Box 756
    Melbourne VIC 3001

Funeral and Injury Insurance

  • Postal: Apia Life Customer Service
    GPO Box 68
    Sydney NSW 2001

Find out more about our  Complaints Handing Process here.

In most circumstances, your complaint will be acknowledged within 1 business day and can usually be resolved within 5 business days.

Review by our Customer Relations Team

If we are not able to resolve your complaint or you would prefer not to contact the people who provided your initial service, our Customer Relations team can assist. You can contact Customer Relations Team by using the relevant contact in the Complaints Contact Information table below:

Home & Contents, Landlord, Car, Caravan, Travel, Motorcycle, Motorhome, Health, NSW CTP and ACT MAI Insurance

  • Postal: Customer Relations
    Apia
    PO Box 14180
    Melbourne City Mail Centre
    VIC 8001

Funeral and Injury Insurance

  • Postal: Apia Life Customer Service
    GPO Box 68
    Sydney NSW 2001

Customer Relations will contact you if they require additional information or if they have reached a decision. When responding to your complaint, you will be informed of the progress and the timeframe for responding to your complaint.

We will provide you with an outcome within 30 calendar days from when we first received your complaint.

If you need more help on how to make a complaint you can access more information here.

Apia's Culture Principles - Managing Complaints

Our culture principles guide our people and those who represent us, on how we work together, make decisions and meet our customers’ needs. This includes when we are managing complaints.

If you would like to learn more about our Culture Principles, you can access more information here.

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 the following external dispute resolution services.

Insurance

Australian Financial Complaints Authority (AFCA)

AFCA provides fair and independent financial services complaint resolution that is free to consumers. Any determination AFCA makes is binding on us, provided you also accept the determination. You do not have to accept their determination and you have the option of seeking remedies elsewhere. AFCA has authority to hear certain complaints. Contact AFCA to confirm if they can assist you. You can contact AFCA:

  • 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

NSW 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

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

ACT Motor Accident Injuries (MAI) Insurance

ACT Motor Accident Injuries (MAI) Commission

  • Post: ACT Motor Accident Injuries Commission Chief Minister,
    Treasury and Economic Development Directorate
    GPO Box 158 Canberra ACT 2601

What accessibility options are available to me?

We want you to be able to make a complaint as easy as possible. If you require further assistance with making a complaint or understanding our complaints process please visit our Customers In Need Of Extra Support page for more information.

Apia is a signatory to the General Insurance Code of Practice