Learning about your experience with us and our service partners helps to improve the way we do business with you. If you have feedback, or an issue you would like resolved, we encourage you to make contact. Below is information on how to contact us and how we will work together to resolve any issues, concerns or complaints you have.
HOW TO PROVIDE FEEDBACK
Speak to our Complaints team
Our complaints team can be contacted on 1800 339 669. To get the best out of your call with us, please have your policy and/or claim number available and any specific information about the issue. We will endeavour to resolve your concerns over the phone. Alternatively you can:
Provide your feedback in writing
If you would prefer to provide your feedback or complaint in writing, you can do so by lodging your complaint via this website, or by writing to the address below:
The Complaints Team
AIG Australia Limited
Level 13, 717 Bourke Street
Docklands VIC 3008
Our Complaints team will give you information about your options.
Internal Dispute Resolution Committee
You can request for your matter to be considered by AIG’s Internal Dispute Resolution Committee (Committee). If you wish to have your complaint reviewed by the Committee, please telephone or write to the Complaints team as per the details above. As part of your request, please include detailed reasons for requesting the review and the outcome you are seeking.
At the time of you making the initial complaint, we will advise you if your complaint is an Eligible Complaint.
Australian Financial Complaints Authority (AFCA)
AFCA provides a fair and independent financial services complaint resolution service that is free to consumers.
Please note that not all matters fall within AFCA Rules and there may be other external dispute resolution options available to you. We encourage you to seek independent legal advice.
For matters which can be considered under the AFCA Rules, you can refer your matter to AFCA at any time. AFCA can make decisions with which AIG is obliged to comply. Under AFCA Rules, your complaint may be referred back to us if it has not gone through our complaints process.
The use of AFCA does not preclude you from subsequently exercising any legal rights which you may have if you are still unhappy with the outcome. Before doing so however, we strongly recommend that you obtain independent legal advice.
For Retail Customers, download our Complaints Brochure here. It details the process we will follow in handling your complaint and the applicable timeframes. If you are unsure whether you are a Retail Customer, you can contact us to check this.
AIG recognises that some customers require additional support when dealing with us. AIG has a range of inclusive support initiatives to assist customers with specific needs. If you have a physical or mental illness, financial challenges, difficulty understanding or reading English, we can help.
