Understand Insurance is an initiative of the Insurance Council of Australia (ICA).
Please fill out the form below and someone from the ICA will be in touch with you shortly. Please note that the ICA cannot provide personal or professional advice.
To seek permission to use Understand Insurance content please fill out the enquiry form.
If you do use our content please read the terms and conditions first.
We invite you to provide feedback on your experience using our website.
To send us your comments or report any problems you may have experienced whilst using our website, please visit our feedback page and complete our online feedback form.
If you are a consumer who has a dispute that has not been resolved with your insurance company, you can take the following two steps:
First, contact your insurance company and ask to be transferred to the Internal Dispute Resolution Service. Your insurer will work with you to resolve all complaints and disputes quickly and fairly. You can use the internal dispute resolution process to address any issues you may have with the insurance company’s staff, an agent of the insurance company, or a loss adjuster or assessor or investigator.
Secondly, if you are not satisfied with the outcome of the internal dispute review, or are concerned they has been a breach of the General Insurance Code of Practice, you can contact the Financial Ombudsman Service on 1800 367 287, or visit their website at www.fos.org.au. The Financial Ombudsman Service independently and impartially examines general insurance disputes between general insurance companies and customers who hold policies for home and contents, motor vehicle, travel and other forms of general insurance.