Compliments, Complaints and Feedback
We love to hear your positive feedback, but we also want to know about ways we can improve…
We'd like to assist...
Our goal is to deliver a high-level and local customer experience, so it’s important for us to know if we have not met your expectations.
We are here if you need to raise a concern or are unhappy with how a situation has been handled.
You can:
- Call us on 1300 292 100
- Send an email to [email protected]
- Request a callback
Please tell us:
- Your name and preferred contact details
- What has happened and what you believe can be done to fix the situation.
Our aim is to resolve issues quickly and effectively. Please provide as much information as possible, as this helps us to find a resolution faster.
Who will help?
While we will try to resolve your complaint on the spot, if you believe the issue still hasn’t been resolved, you can contact our dedicated Dispute Resolution Officer.
Email: [email protected]
Post: Dispute Resolution Officer, Ian Berry Insurance Services, PO Box 6073, Halifax Street Post Office, Adelaide SA 5000
How long will it take?
Our Dispute Resolution Officer will investigate your complaint or feedback, complete a full review and respond to you, usually within 30 days. If we need longer than this, we will provide you with regular progress updates and, if further information is needed, we will always let you know.
What if I am unhappy with the resolution?
If you’re not satisfied with our decision, or a decision is not reached within 30 days, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA) at any time. They are an external dispute resolution scheme, which is independent and free to you — subject to its relevant terms and rules. AFCA’s contact details are as follows:
Online: www.afca.org.au
Email: [email protected]
Phone: 1800 931 678 (free call)
Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Time limits may apply when lodging a complaint to AFCA, so you should act promptly. Visit the AFCA website to find out more.
Have you had a positive experience?
We love to pass on your positive feedback to our team. If you have had a positive experience with someone in our team, let us know via the methods below.
Get in touch
To experience our local customer service where you speak to a real South Australian insurance expert every time, get in touch with us!
Post
PO Box 6073 Halifax Street PO,
Adelaide SA 5000