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Home & Contents, Landlord, Car, Caravan, Travel, Motorcycle, Motorhome, Health,NSW CTP and ACT MAI Insurance
Funeral and Injury Insurance
In most circumstances, your complaint will be acknowledged within 1 business day and can usually be resolved within 5 business days.
What accessibility options are available to me when making a complaint?
We want you to be able to make a complaint as easy as possible. Many people may find it hard to read and understand written information. We have created an Easy English Complaints Guide to help explain how to make a complaint and what happens if you do.
If you require further assistance with making a complaint or understanding our complaints process please visit Customers In Need Of Extra Support for more information.
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
Funeral and Injury Insurance
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
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:
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
NSW Compulsory Third Party (CTP)
New South Wales
State Insurance Regulatory Authority (SIRA)
Complaints in relation to an insurers product, services, staff:
Disputes if you disagree with an insurer's decision about your claim:
Office of the Australian Information Commissioner (OAIC)
Privacy complaints must be made in writing
ACT Motor Accident Injuries (MAI) Commission