Complaints
Making a complaint
We take complaints seriously. If you have an issue with your policy, claim, service, or staff, please let us know. We’ll acknowledge your complaint and aim to resolve it within 10 business days, provided we have all necessary information. If more details or investigation are needed, we’ll agree on a reasonable timeframe with you.
To make a complaint you can get in touch with us on the details below.
By email:
[email protected]
By post:
Customer Services
AllClear Australia
Suite 1.04, Level 1, 19 Harris Street
Pyrmont, 2009 Sydney NSW
We aim to resolve complaints within 30 days. If we are unable to do so or you are dissatisfied with our final decision, you may lodge a complaint with Australia Financial Complaints Authority (AFCA) for external dispute resolution.
You may call or email your complaint to AFCA along with any supporting documentation you may wish to provide via:
Online: www.afca.org.au
Email: [email protected]
Phone: 1800 931 678
Mail: Australian Complaints Authority GPO BOX 3, Melbourne VIC 3001
Your complaint must be referred to AFCA within 2 years of the final decision, unless AFCA considers special circumstances apply.
Our complaints process
For detailed information about our complaints handling process please view our Internal Dispute Resolution Policy.
General Insurance Code of Practice
The General Insurance Code of Practice, introduced by the Insurance Council of Australia in 1994, is a voluntary code that has been regularly updated. It outlines the standards general insurers must follow, including being transparent, fair, and honest. It also specifies timeframes for responding to claims, complaints, and customer requests.
For more information on the General Insurance Code of Practice and the Code Governance Committee, visit https://insurancecode.org.au/