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

• You can complain in writing but we also provide a telephonic or walk-in service
• 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