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How to lodge a complaint with our office

Contact your insurer first

  • Before you submit a complaint with the Ombudsman, you must first contact your insurer to try to resolve the problem
  • If the problem remains unresolved, you may then submit a complaint to our office

If you are still not happy, you may submit a complaint to our office

  • The complaint must be submitted in writing
  • You must provide the following information: name of insurer, policy number, full contact details, factual summary of your complaint and copies of all relevant correspondence/supporting documents referred to in the complaint

What happens next?

  • You will receive a letter of acknowledgement from us
  • We will ask the insurer to submit a written response to the complaint within six weeks
  • You will be afforded an opportunity to comment on the insurer’s response
  • We may, at any stage, request further information or comment from any of the parties
  • Once our investigation has been completed, we may issue a ruling or make a recommendation

What language must I submit my complaint in?

  • You may submit your complaint in any of the official languages

How much does it cost?

  • Our service is free to complainants

Using a representative

  • You must submit a written mandate if a representative is making the complaint on your behalf
  • For sample mandate form click here

Things to note when you write to us

  • Keep the details of your complaint as short and factual as possible
  • Don’t write an angry, sarcastic, or threatening letter
  • Type out your complaint if possible
  • Handwritten complaints must be neat and legible so we can read them
  • Use black ink for faxed correspondence

To submit a complaint

To contact us

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