AIG Complaints and Dispute Resolution Process
Complaints and Feedback
Learning about your experiences with us and our service partners helps to improve the way we do business with you. If you have feedback, or an issue you would like resolved we encourage you to make contact. Below is information on how to contact us and how we will work together to resolve any concerns you have.
How to provide feedback
- Speak to our Complaints team
Our complaints team can be contacted on 1800 339 669. To get the best out of your call with us, please have your policy and/or claim number available and any specific information about the issue.
- Provide your feedback in writing
If you would prefer to provide your feedback or complaint in writing you can do so by lodging your complaint on our website, or by writing to:
The Complaints Team
AIG Australia Limited
Level 13, 717 Bourke Street
Docklands VIC 3008
What happens if you make a complaint?
If you make a complaint, we will record your complaint and make sure that your concerns are addressed as quickly as possible and seek to achieve a fair outcome for both parties.
We will assess your complaint upon receipt. During the complaints process as set out in this notice, we will meet the following requirements in respect of your complaint.
- Acknowledge your complaint within one (1) business day.
- We will tell you who will handle your complaint and their contact details.
- We will, where applicable, keep you informed via your preferred method of communication of the progress of your complaint every ten (10) business days, more frequently or necessary or as agreed by both of us.
- Within 30 calendar days from the date, we receive your complaint, we will provide a response to your complaint including whether your complaint (i) is eligible to be heard by the Australian Financial Complaints Authority (AFCA) under the AFCA Rules; and (ii) can be reviewed by our Internal Dispute Resolution Committee (“Committee”).
Please note that only complaints which are eligible to be heard by AFCA under the AFCA Rules can be considered by the Committee.
If we cannot meet any of the stated timeframes, we will communicate to you the reasons why this has not been possible and when you should expect to receive a response or decision from us.
If you are dissatisfied with the reasons provided, and your complaint is eligible to be heard by AFCA under their rules we will advise you of your right to make a complaint to AFCA and provide to you the AFCA contact details.
What you can do if you are not happy with our response or handling of your complaint
If your complaint is eligible to be heard by AFCA under the AFCA Rules and you are not satisfied with our response or the handling of your complaint, your complaint can be reviewed by our Internal Dispute Resolution Committee (“Committee”).
If you wish to have such complaint reviewed by the Committee, please telephone or write to the complaints team as per the details above. As part of your request, please include detailed reasons for requesting the review and the outcome you are seeking. This information will assist the Committee in carrying out any assessment and review of such complaint.
A written response setting out the final decision of the Committee and the reasons for this decision will be provided to you.
If we are unable to provide a response within 30 calendar days of receipt of the initial complaint, we will inform you of (i) the time frame for when such complaint will be heard by the Committee, (ii) when you should expect to receive a response from the Committee; (iii) the reasons for such delay; and (iv) subject to whether your complaint is eligible to be heard by AFCA under the AFCA Rules, your right to complain to AFCA if you are dissatisfied with such reasons; and (v) the contact details for AFCA.
Depending on whether your complaint is eligible to be heard by AFCA under the AFCA Rules, you can take your complaint to AFCA at any time, including:
- if we have been unable to resolve your complaint within 30 calendar days;
- you are dissatisfied with the outcome of your complaint; or
- you are dissatisfied with the findings of the Committee.
AFCA provides a fair and independent financial services complaint resolution service that is free to consumers. AFCA can make decisions within the AFCA Rules with which AIG is obliged to comply.
Under AFCA Rules, complaints which are eligible to be heard by AFCA under the AFCA Rules may be referred to us if it has not gone through our complaints process.
AFCA’s contact details are:
Australian Financial Complaints Authority (AFCA)
GPO Box 3
Melbourne VIC 3001
The use of AFCA in relation to a complaint which is eligible to be heard by AFCA under the AFCA Rules, does not preclude you from subsequently exercising any legal rights which you may have if you are still unhappy with the outcome. Before doing so however, we strongly recommend that you obtain independent legal advice.
If your complaint is not eligible to be heard by AFCA under the AFCA Rules, you are entitled to seek independent legal advice and/or refer your complaint to any other external dispute resolution options which are available to you.