Complaints process
At Real Insurance, we work hard to give you great products, great pricing and great customer service. So if you ever feel less than satisfied in any of these areas, please let us know straight away. We’ll work with you to sort out your complaint quickly and fairly.
Here’s what to do:
Step 1
Call one of our friendly Customer Care Specialists (CCS) on +61 2 8883 7078 and explain the situation to them. They’ll try to find a solution for you.
Step 2
If our CCS team can’t resolve the matter, please call +61 2 8883 7078 and ask to speak to a CCS manager.
Step 3
If you’re still not satisfied, you can either call or put your complaint in writing to our Internal Dispute Resolution (IDR) Committee at:
Real Insurance
Office:
Level 11, 60 Carrington Street,
Sydney NSW 2000
Mailing:
PO Box 4860,
Sydney NSW 2000
complaintsaustralia@mapfre.com
One of our dedicated officers will look into your complaint thoroughly.
If it is a formal dispute, they will get in touch with you within 15 working days of receiving your letter or email to let you know the outcome of their investigation.
Step 4
Usually, we can sort out any problems that our customers have. But if you don’t agree with the way we’ve resolved your formal dispute, you can contact the Financial Ombudsman Service (FOS) for an independent external review.
Contacting the Financial Ombudsman Service (FOS)
If the Internal Dispute Resolution Committee does not resolve the matter to your satisfaction, you may refer the matter for review to the Financial Ombudsman Service (FOS) within 2 years of the date of our final decision letter. FOS is an independent external dispute resolution service available to our policy holders and FOS can advise you whether your dispute is one which falls within their terms of reference.
For further details on FOS you can visit their website on www.fos.org.au or they can be contacted via one of the following methods.
Mail
GPO Box 3, Melbourne VIC 3001
Phone
1300 780 808 (A local call charge applies)