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Complaints process

We hope that you never have reason to complain, but if you do we will do our best to work with you to resolve it. Our complaints resolution process has three steps.

1 – Immediate Response

Usually when you have a concern, we can resolve it immediately on the phone. If we can’t immediately resolve your concern we will treat it as a complaint and take steps to resolve your matter as soon as possible. Please contact us using one of the following means:

Phone

1300 367 325
(Monday to Friday between 8am and 8pm AEST)

Writing

Customer Service Complaints
Real Insurance
PO Box 6728
Baulkham Hills NSW 2153

Please supply your Policy number to enable the enquiry to be dealt with promptly. Your enquiry or complaint will be dealt with by someone with appropriate authority.

2 – Internal Dispute Resolution

If we haven’t resolved your matter to your satisfaction, at your request, we will escalate your complaint for review by our Internal Dispute Resolution team. All escalated matters will be acknowledged within 2 business days of being escalated. After full consideration of the matter a written final response will be provided that will outline the decision reached and the reasons for the decision.

3 – External Dispute Resolution

In the unlikely event that your complaint is not resolved to your satisfaction, or a final response has not been provided within 45 days, you may be eligible to refer your matter to the Australian Financial Complaints Authority (AFCA), providing your matter is within the scope of AFCA’s Terms of Reference.

AFCA is an independent dispute resolution service provided free of charge. You may contact AFCA at:

Mail

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Phone

1800 931 678 (free call)

Website