Complaints Procedure

Our detailed complaint handling and dispute resolution procedures that you may access, at no cost to you.

How we can help you

Insurance Services Holdings (ISH) takes the concerns of its customers very seriously. ISH has detailed complaint handling and dispute resolution procedures that you may access, at no cost to you. To obtain a copy of our procedures, please contact Us on +61 2 6190 0752 or complaints@insuranceservices.holdings.

To assist ISH with your enquiries, please provide us with your claim or policy number (if applicable) and as much information You can about the reason for your complaint or dispute. ISH’s complaints and dispute procedures are as follows:

Stage 1 – Complaint Handling Procedure

If you are dissatisfied with any of ISH’s products or services and wish to lodge a complaint, please contact Us at:

The Complaints Officer
Insurance Services Holdings Pty Limited
Level 5, 63 York St, Sydney NSW 2001

Telephone: +61 2 6190 0752
Email: complaints@insuranceservices.holdings

We will respond to your complaint within fifteen (15) business days, or if further investigation or information is required, we will work with you to agree on reasonable alternative timeframes.

Stage 2 – External Dispute Resolution

If your complaint or dispute is not resolved to your satisfaction or a final response has not been provided within 45 days, you may refer the matter to the Australian Financial Complaints Authority (AFCA) for review. AFCA provides a free and independent dispute resolution service for consumers who have general insurance disputes falling within its terms of reference and its contact details are:

Postal address: AFCA
GPO Box 3, Melbourne VIC 3001
Telephone: 1300 931 678