If you have an issue with any aspect in how your insurance claim has been handled, you should lodge a complaint via their internal Dispute Resolution Process. If you are still dissatisfied with the outcome, you can seek the assistance of The Australia Financial Complaints Authority (AFCA).
AFCA is a free, fair and independent dispute resolution scheme. They consider complaints about financial products and services. AFCA’s service is offered as an alternative to tribunals and courts to resolve complaints consumers and small businesses have with their financial firm. They are impartial and independent. They do not act for either party to advocate their position. If a complaint does not resolve between the parties, they will decide on an appropriate outcome.
Click on this link for the dispute process and more information www.afca.org.au
Issues and problems you can complain about:
Types of complaints AFCA can consider about insurance policies
You may wish to complain about several issues arising from your insurance policy, including: