How We Resolve Your Complaints

Resolving Your Complaints

If you think we have let you down in any way, or our service is not what you expect, please tell us so we can help. We will do our best to ensure that you complaint is administered appropriately.

You Can Tell Us

By Phone – Cover-More will put you in contact with an appropriate person to deal with your complaint. Phone 1300 72 88 22.

In Writing – Please send Cover-More the full details of your complaint together with any supporting documents and an explanation of what you want Cover-More to do. Your letter will be directed to the appropriate person.

In Person – If you would like to come in to talk to a Cover-More representative face to face, please call and Cover-More will arrange an appointment.

What We Will Do To Resolve Your Complaint

When you first let Cover-More know about your complaint or concern:

• it will be handled by the person who has authority to deal with it; and
• this person will listen to you, consider the facts and contact you to resolve your complaint as soon as possible, usually within 24 hours.

If you are not satisfied with this person’s decision on your complaint, then it will be referred to the relevant Operational Manager, who will contact you within 5 working days.

If you are not satisfied with the Operational Manager’s decision, then it will be referred to the Dispute Resolution Officer or their delegate at Great Lakes Australia. We will send you Our final decision within 15 working days from the date you first made your complaint.

What If You Are Not Satisfied With Our Final Decision?

We expect our procedures will deal fairly and promptly with your complaint. However, if you are not satisfied with our final decision you can choose to have the matter resolved externally – with the Financial Ombudsman Service Ltd (FOS). This is an independent body and its services are free to you. As a member we agree to accept the FOS’s decision.
You also have the right to take legal action if you disagree with the FOS’s decision.
You must contact the FOS within 3 months of receiving our final decision. You can contact the FOS by:

Mail: Financial Ombudsman Service Ltd, GPO Box 3, Melbourne, Victoria, 3001

Telephone: 1300 78 08 08

Facsimile: (03) 9613 6399

Website: www.fos.org.au

Email: info@fos.org.au