How we resolve your complaints

We welcome every opportunity to resolve any concerns you may have with the products or services we provide.

  • In the first instance you should contact one of our customer service officers.
  • If you are not satisfied with the response received, you can request that a manager address your concern.
  • If your concern is still not resolved to your satisfaction, please write to our Internal Dispute Resolution (IDR) Committee at: [email protected] or post: AI Insurance Holdings Pty Limited, PO Box 550, Kotara, NSW 2289.

Your concern will be investigated by an officer with full authority to deal with the complaint and we will inform you of the outcome within 15 days of receiving your letter. In the unlikely event that your concerns are not resolved to your satisfaction by the Internal Dispute Resolution Committee or your complaint has not been resolved within 45 days, there are a number of options available for you to pursue this matter further. One of these is to refer the matter to the Australian Financial Complaints Authority:


Australian Financial Complaints Authority

Call:            1800 931 678

Post:          GPO Box 3, Melbourne, Victoria 3001

Email:        [email protected]



Should you decide on this course of action, you are required to submit your referral request within two (2) years of the date of this letter. Your referral submission should include copies of all relevant material including a copy of this letter.

Call us on 1300 003 303

Mon - Fri, 9am - 5pm AEST