Your Insights Into How We Deal With Your Complaints
Published September 7, 2023
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 some reason, you’re not satisfied with our service or have suggestions about how it could be improved, then we want to hear from you.
Who do I contact?
Your first step should be to speak to a Specialist / Team Member and discuss what can be done. They’ll try to resolve any concerns you may have but, even if they can’t, you can expect your complaint to be acknowledged in writing within 24 hours (or 1 business day).
What if I don’t want to speak to my Specialist / Representative?
Your Specialist / Representative knows you, and your circumstances best, but you don’t need to speak with them if you would prefer not to. In these circumstances, contact our Complaints Officer on 1300 135 205 or through our Contact Us page. The Complaints Officer will acknowledge your complaint within 24 hours (or 1 business day) and then manage your complaint through to resolution.
How do I contact the Complaints Officer?
You can contact our Complaints Officer by telephone, email, post or via our website:
Phone
Tel: 1300 135 205 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.
Do I have to put my complaint in writing?
You don’t have to fill out forms or submit additional paperwork simply to let us know that you’re unhappy with us, our staff or our services. You can lodge a complaint with us over the phone, via post or via our website.
When can I expect the matter to be resolved?
Where we can’t resolve your complaint within 5 business days, we’ll respond formally by providing you with a written response within 30 days. Although our response will depend on the specific nature of your complaint, you can expect that response will outline our findings and include information that may help you understand our position.
What should I provide to you?
We may require additional information to resolve your complaint so you’ll need to provide us with your current contact details and confirm your preferred contact method. Please provide us with an explanation of your dissatisfaction to allow us to investigate the matter for you. To assist us in resolving your complaint in an efficient and fair manner, please try to clearly explain the problem to us and tell us how you believe your complaint could be fairly resolved.
What if my complaint isn’t resolved to my satisfaction, what can I do?
We might not be able to resolve your complaint in the way you want, but if we can’t resolve the complaint to your satisfaction, the Australian Financial Complaints Authority (AFCA) provides fair and independent financial services complaint resolution that is free of charge to you.
AFCA can be contacted:
- Phone: 1800 931 678 (free call)
- Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
- Email – info@afca.org.au
Further information about their complaint handling process may be found on their website – www.afca.org.au
What if I need additional assistance?
Our office will ensure that services are made available should you require additional assistance, this may include:
- Providing preference of multichannel communication preference options
What about my privacy?
Our 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.
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