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Step 1 — Speak to us
Step 2 — Our team will help you
We will acknowledge your complaint within 24 hours of receiving it (or as soon as practicable).
Our team will try to resolve your complaint immediately and will provide you with a unique reference number.
If we are unable to resolve your complaint to your satisfaction within 5 business days, we will escalate it to our Customer Disputes Resolution Team for review.
Our Customer Disputes Resolution Team will work with you to try and resolve your complaint within 30 calendar days, however if we know you are experiencing financial hardship we will give you our decision within 21 calendar days.
We will keep you informed of our progress at least every 10 business days.
Step 3 — If we can't agree, you can seek an independent review
Our aim is to resolve complaints within 30 calendar days. If we are unable to finalise your complaint within this time, we will:
- let you know the reasons for the delay in writing within the 30 calendar days, and
- provide the contact details for the external dispute resolution scheme run by the Australian Financial Complaints Authority (AFCA).
Additionally, if you are dissatisfied with our final decision, you can also contact AFCA directly.
AFCA independently resolves disputes between financial service providers (like insurers) and their clients. AFCA’s decisions are binding which means that even if they aren’t in our favour, we must accept them.
You have 2 years from when we make a decision on your complaint to take your complaint to AFCA.
We want it to be easy for you to contact us, if you need assistance to make a complaint, please visit our Accessibility page for options.
Auto & General are committed to supporting customers experiencing vulnerability. If you need assistance please let us know so we can work with you to arrange support aligned to your needs. The Auto & General Domestic and Family Violence Policy and Financial Hardship Support options are available on our website.
For further information, please see the Budget Direct Complaints Policy.
Auto & General subscribe to the General Insurance Code of Practice. Please refer to http://codeofpractice.com.au/ for further information.