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Resolving a complaint

We’re constantly striving to provide our customers with the best possible service, and we’ll do our best to resolve any complaint you have quickly and fairly.

So if you do have a complaint about your policy, our service, the way the policy was sold to you, or the way your claim is being handled, here’s what you should do.

Step 1.

We ask that you first contact one of our Consultants to discuss your complaint.

For claims issues:

Phone: 1300 369 989

Fax: 1300 786 606

For any other issues:

Phone: 1300 369 989

Fax: 1300 786 525
 

If the Consultant is unable to resolve  the matter, they’ll refer it to a Senior Officer, their Team Leader or Manager. The Senior Officer, Team Leader or Manager will acknowledge your complaint within 2 business days, providing their name and relevant contact details and keep you informed of the progress of your complaint at least every 10 business days.
 

The Senior Officer, Team Leader or Manager will try to resolve your complaint within 15 business days however, if we consider that further information, assessment or investigation of the complaint is required, we will agree reasonable alternative timeframes with you. If an agreement cannot be reached, we will notify you of your right to take your complaint to the next stage.
 

The Senior Officer, Team Leader or Manager will respond to your complaint in writing.

Step 2.

If you’re still not satisfied with the outcome, you may ask for us to refer the dispute to our Internal Dispute Resolution Officer who will review the matter.

The Internal Dispute Resolution Officer’s contact details are:

Internal Dispute Resolution Officer

Westpac General Insurance Limited

GPO Box 4451,

Sydney NSW 2001

Phone: 1300 369 989

Fax: 1300 786 606 for claims issues or 1300 786 525 for any other issues

 

The Internal Dispute Resolution Officer will acknowledge your complaint, providing their name and relevant contact details and keep you informed of the progress of your dispute at least every 10 business days.
 

The Internal Dispute Resolution Officer will try to resolve your dispute within 15 business days however, if we consider that further information, assessment or investigation of the dispute is required, we will agree reasonable alternative timeframes with you. If an agreement cannot be reached, we will notify you of your right to take your dispute to the Financial Ombudsman Service (FOS).
 

The Internal Dispute Resolution Officer will respond to your dispute in writing.

Step 3.

If you are not satisfied with the decision made or we cannot otherwise reach an agreement, you can refer your matter to FOS who provide a free independent dispute resolution service for consumers who have a general insurance dispute.

Additionally, if we are unable to resolve your complaint or dispute to your satisfaction within 45 calendar days, we will inform you of the reasons for the delay and that you may take your complaint or dispute to FOS. Their contact details are:

 

Financial Ombudsman Service

GPO Box 3,

Melbourne VIC 3001

Phone: 1300 780 808

Fax: (03) 9613 6399

Emailinfo@fos.org.au

 

Please note that if you haven’t first tried to resolve your complaint with us, the Financial Ombudsman will direct your complaint to us and we’ll provide you with a response under our Internal Dispute Resolution process.