Guide to Lodging a Complaint
At Cover-More, we are dedicated to providing our customers with consistently high levels of service.
We are committed to ensuring that we make it as easy as possible for any person to make a complaint if they are dissatisfied with Cover-More, our products, services, our complaints process or representatives.
All our frontline staff receive ongoing training to help maintain this high standard. We help thousands of customers with their insurance needs and claim assistance.
If you feel that you are dissatisfied with the way your matter has been handled and would like to lodge a complaint, please see below for details on how you can do this.
You can find more information on our commitment to managing complaints, and our complaints handling process, in our Internal Dispute Resolution policy available here.
Notify us of your dissatisfaction
We endeavour to make sure our complaints management process is designed to be simple and easily accessible. Our staff are available to assist you or a representative of your choice, with making a complaint in a number of ways.
The first step is to contact us, and tell us what has happened. You can include any supporting documentation that will help us properly consider the matter, or lodge your complaint verbally by talking to our call centre staff If you require assistance with lodging a complaint, our call centre staff will endeavour to make the process as easy as possible for you, including dealing with a representative if you would like someone to assist you with making the complaint.
You can contact us in the following ways:
General complaints email: [email protected]
Post
Internal Dispute Resolution
Private Bag 913
North Sydney NSW 2059
Phone
You can contact us directly on 1300 72 88 22
The process
We will acknowledge receipt of your complaint within 24 hours or as soon as practicable, and begin our review and investigation of the facts. Provided we have all the information that we require, we will endeavour to provide a response to your complaint within 5 business days.
If you remain dissatisfied with the outcome of the initial review, please tell us. Your matter will be separately reviewed by the Cover-More Internal Dispute Resolution team. We will advise you of the outcome of this review and outline the reasons for our decision within 15 business days.
Provided we have all the information that we require, our final review and decision will be provided to you within 30 calendar days from the date you first lodged the complaint. If we need more information or more time to investigate and respond properly to the issue, we will contact you.
If you need additional help making a complaint
We understand some people may need help to make a complaint and you are able to ask someone to speak with us on your behalf, such as a relative, friend or legal representative, where we have your consent.
Cover-More will also provide additional assistance to those who require help to understand their policy or lodge a complaint. Cover-More will take steps to ensure that all customers are provided with the service they need and will work with you or your representative to identify how best to provide you with support. Should you require additional assistance, please contact us on 1300 72 88 22 so we can provide the necessary support to help you manage your complaint.
Additional resources are available that you can access if you are hearing impaired or require translation services.
Hearing and speech impaired customers can contact us via the National Relay Service on 1800 555 727.
Customers requiring translation assistance can contact the Translating and Interpreting Service on 131 450 and request they contact us on your behalf. Alternatively, we can engage with your representative or appoint an interpreter to assist in our communications, where required.
Australian Financial Complaints Authority
Our procedures have been developed to deal fairly and promptly with your complaint. However, if you are not satisfied with our final decision, or we do not resolve your complaint within 30 calendar days, you can choose to have the matter reviewed independently by the Australian Financial Complaints Authority (AFCA). Its services are free to you, and as a member we agree to accept their decision. You have up to two years to contact AFCA after our final decision.
Australian Financial Complaints Authority
Call: 1800 931 678 (free call)
Address: GPO Box 3, Melbourne VIC 3001
Email: [email protected]
Website: afca.org.au
Please note: when processing travel insurance claims, Cover-More administers insurance on behalf of the Insurer, Zurich Australian Insurance Limited.