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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.

Phone

1300 72 88 22

Email

General complaints email: feedback@covermore.com.au
Claims complaints email: customerrelations@covermore.com.au

Post

Customer Relations
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’s Customer Relations Officer or referred to the Dispute Resolution Officer or their delegate at Great Lakes Australia. 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 45 days from the date you first lodged the complaint.

The financial ombudsman service

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 Financial Ombudsman Service Ltd (FOS). Its services are free to you, and as a member we agree to accept their decision. You have up to two years to contact FOS after our final decision.

Phone: 1300 780 808
Write to: Financial Ombudsman Service, PO Box 3, Melbourne, VIC 3001
Email: info@fos.org.au
Web: www.fos.org.au

Please note: when processing travel insurance claims, Cover-More acts as an agent of the Insurer.