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If, at any time, you have a complaint or problem with our insurance products or service, please contact us and we will attempt to resolve your issue immediately.

If your problem relates to a specific insurance policy then please refer to the Product Disclosure Statement (PDS) that came with that policy as each PDS my have a slightly different complaints procedure depending on the underwriter of that product.

If you already know that the underwriter for your insurance policy is certain underwriters at Lloyd's then please read the Lloyd's complaints procedure.

For general complaints and disputes please download our Dispute Resolution Plan.

A dispute can be referred to the Financial Ombudsman Service Limited (FOS), subject to its terms of reference. The FOS provides a free and independent service established to resolve disputes between customers and insurers.

Please note that this organisation is independent from AFA. It will not accept a complaint unless you have first tried to resolve the problem with us.

If the complaint is not covered by the FOS scheme, we will advise of other options for resolution upon request.