Your Insights Into How We Deal With Your Complaints

Published October 1, 2021

Life Insurance Direct aims to deliver each and every one of our clients with the best general advice and service at all times. If for whatever reason you are not satisfied with one or some of our services, then we would like to hear from you. 

This guide is designed to ensure you understand our process for managing and resolving all client feedback and complaints.

We value your feedback

If for whatever reason you are not satisfied with any aspect of the general advice or service you have received from our team, please speak to your specialist in the first instance. 

Your valuable feedback will provide us with an opportunity to improve and enhance our services.

How to lodge a complaint

Step 1

We would encourage you to discuss your complaint with your specialist in the first instance or, alternatively, you can contact our Operations Manager.

To assist us in resolving your complaint in an efficient and fair manner we request you confirm your current contact details, advise us of your preferred contact method, provide details regarding your dissatisfaction, and how you believe your complaint can be resolved, and what you consider to be a fair resolution.  

Your complaint will be handled in the strictest confidence and we will acknowledge receipt of your complaint in writing within 24 hours (or 1 business day).

Contact Details for Lodging a Complaint

You may choose to contact us via email, by post, in person or over the phone. 

Phone

Tel: 1300 135 205 (our office hours are between 8.00am – 6.30pm Monday to Thursday, 8.00am – 5.30pm Friday AEST)

Post

Suite 1/271 Alfred Street North Sydney NSW

2060

Contact Page

Through our contact us page.


Step 2

In the event we are unable to resolve your complaint to your satisfaction within 5 business days, your specialist or our Operations Manager will provide you with a written response within 30 days. Your response will detail our findings and may include supporting information to assist in understanding our resolution.  

You may contact us at any time to discuss the status of your complaint.

Step 3

If we have been unable to resolve your complaint to your satisfaction, you may choose to lodge your complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free of charge. 

AFCA can be contacted: 

Phone

Tel: 1800 931 678 (free call)

Post

Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Further information about their complaint handling process may be found on their website – www.afca.org.au 

What if I need additional assistance?

What if I need additional assistance?
Our office will ensure a range of services are made available should you require additional assistance, these may include:

  • Providing preference of multichannel communication preference options
    Offering text telephone (TTY) and the National Relay Service (NRS) 

PRIVACY

The Life Insurance Direct  Privacy Policy extends to the management of complaints and covers the collection, use and disclosure of information in relation to a complaint. We respect the privacy and confidentiality of the information provided by you and adhere to the Australian Privacy Principles. A copy of our Privacy Policy will be made available upon request.

Compare, Save and Buy Life Insurance

Enter your info and let’s get started.

Or call us on:

1300 135 205