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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 Australian Financial Complaints Authority on 1800 931 678, or visit their website at www.afca.org.au. The Australian Financial Complaints Authority 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.