Guide to lodging a complaint
At Cover-More we are dedicated to providing our customers with consistently high levels of service. To ensure this, all frontline staff receive ongoing training to help maintain this high standard. We help thousands of customers with claim assistance. If however, you feel that your enquiry has not been handled correctly and you would like to lodge a complaint, below details how you can do this.
Notify us of the issue
The first step is to outline what has happened and include any supporting documentation that will help us properly consider the matter.
General complaints email: [email protected]
Post
Internal Dispute Resolution
Private Bag 913
North Sydney NSW 2059
The process
We will consider the facts and respond to you within 15 business days provided we have all the information we require. If we need more information or more time to investigate and respond properly to the issue, we will contact you.
If you are not satisfied with our response, please tell us. We will undertake a separate review of the matter. This may be conducted by Cover-More Internal Dispute Resolution Department or our Underwriter. Provided we have the information we need, we will advise you of the outcome of this review and detail the reasons for our decision within 15 business days.
Our final review and decision will be provided to you within 30 days from the date you first lodged the complaint.
Australian Financial Complaints Authority
Our procedures have been developed to deal fairly and promptly with your complaint. However, if you are not satisfied with our final decision you can choose to have the matter reviewed independently by the Australian Financial Complaints Authority (AFCA). Its services are free to you, and as a member we agree to accept their decision. You have up to two years to contact AFCA after our final decision.
Australian Financial Complaints Authority
Call: 1800 931 678
Address: GPO Box 3, Melbourne VIC 3001
Email: [email protected]
Website: afca.org.au
Please note: when processing travel insurance claims, Cover-More acts as an agent of the Insurer.