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