Complaints process

If you have a complaint or dispute, we’re committed to work with you to resolve it as quickly as possible. These steps are a part of our complaint and dispute resolution procedure:

First, get in touch with us on 13 19 48 about your concerns, and we’ll do our best to resolve them straight away.

If we are unable to or if you are still not satisfied, our Customer Resolution Team will review your complaint and provide you with a response. You’ll be provided with the contact details of the person looking after your complaint and will receive regular progress updates.

When you make a complaint, please provide us with as much information as possible.

You can also make a complaint by contacting us on:


Real Insurance,
Locked Bag 2010,
St Leonards, NSW, 1590


02 9253 6600

If we can’t resolve your complaint:

If you’re not happy with our decision, or we’ve taken more than 30 days to respond to you from the date you first made your complaint, you may contact the Australian Financial Complaints Authority (AFCA) at:


1800 931 678


GPO Box 3
Melbourne VIC 3001


The AFCA service is provided to you free of charge. A decision by AFCA is binding on us but is not binding on you. You have the right to seek further legal assistance.