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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,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 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, NSW CTP and ACT MAI Insurance

  • Postal: Internal Dispute 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

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

^Online discount is only available for new, eligible policies purchased online and will be applied upon purchase and subtracted from the premium. Online discount does not apply to Apia Health, Funeral, Life, Travel, CTP insurance or MAI 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, Motorcycle, Caravan, Motorhome, Boat, Travel, Compulsory Third Party Personal Injury (CTP) Insurance and Motor Accident Injuries Insurance (MAI Insurance).

You should consider and carefully read the PDS (and any related documents) on this website before making any decisions about any 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.

Any advice on this page in connection with the Life products is general in nature and is provided by Platform Ventures Pty Ltd ABN 35 626 745 177 AFS Representative Number 001266101 (PV). PV is part of the Suncorp Group and an authorised representative of TAL Direct Pty Limited ABN 39 084 666 017, AFSL 243260 (TAL Direct).

Apia Funeral Insurance is issued by either Asteron Life & Superannuation Limited ABN 87 073 979 530, AFSL 229880 (Asteron) or by TAL Life Limited ABN 70 050 109 450 AFSL 237848 (TAL Life) which is part of the TAL Dai-ichi Life Australia Pty Limited ABN 97 150 070 483 group of companies (TAL). Both Asteron and TAL Life are part of the TAL Dai-ichi Life Australia Pty Limited ABN 97 150 070 483 group of companies (TAL). TAL companies use the Apia brand under license. TAL companies are not part of the Suncorp Group. TAL Direct Pty Limited ABN 39 084 666 017 AFSL 243260 (TAL Direct) has been authorised under an arrangement with the insurers to enter into, vary or cancel insurance cover and manage, administer and settle claims on behalf of the insurer as if it were the insurer.

Asteron and TAL Life support and adhere 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. Download the Code here. For more information contact the Financial Services Council on (02) 9299 3022 (local call cost), email info@fsc.org.au or visit www.fsc.org.au.

Apia Health Insurance is issued by nib health funds limited ABN 83 000 124 381 (nib), a registered private health insurer, and is marketed by Platform CoVentures Pty Ltd ABN 82 626 829 623 (PC), a Suncorp Group company. PC is an authorised agent of nib and receives commission from nib.

Apia and AAI are subsidiaries of Suncorp Group Limited ABN 66 145 290 124 (Suncorp Group). Products and services including banking, superannuation and insurance (including home and car insurance) are provided by separate companies in the Suncorp Group.

The Reward and Recognition program ("Suncorp Benefits") is being operated by EONX Services Pty Ltd ABN 39 615 958 873. To register for Suncorp Benefits you must hold a current eligible personal policy or an eligible personal product or service from one of the brands in the Suncorp Network brand. Purchase limits apply to each individual retailer. See full Terms and Conditions. Use of Suncorp Benefits is subject to the operator’s privacy policy.

Registered Office: Level 28, 266 George Street, Brisbane QLD 4000. Read the PDS on this website before making any decisions about this insurance.