Our Complaints Policy

We are committed to resolving enquiries or complaints as quickly and as fairly as possible. In the event of a complaint, the processes we employ are to firstly present the complaint to our Internal Review Panel. Should the matter remain unresolved, it will be referred to mediation where involved parties can work with a mediator in an effort to resolve the matter.

Should you have an enquiry or complaint?

Any enquiry or complaint relating to an insurance policy, a claim or a related matter should be in writing and addressed in confidence to the Internal Disputes Officer at the address below.

Please include the following information:

1. The name, address and telephone contact number of the policyholder.
2. If you are not the policyholder, please explain your relationship with the policyholder or your interest in the matter, along with your name, address and telephone contact number.
3. Details of the policy or claim, including any UAPL reference number or document code.
4. An outline of the circumstances together with your reasons for lodging the complaint and your expectations in respect of resolution.

If communicating by post, we recommend Express Post so you can track our receipt of your correspondence.

If communicating by email, please ensure you seek a ‘receipt rely’, so as to ensure we have received your communication.

We will endeavour to resolve the matter quickly

1. Your correspondence will be acknowledged by mail within 1 business day of receipt.
2. We aim to advise you of our Internal Review response to your complaint within 15 business days of receipt.
3. Should the matter proceed to arbitration, you will be fully involved in the processes and therefore aware of all timeframes.

Cost of Review

The service outlined above is at no cost to you.

Should the matter be referred to mediation, costs will be incurred, however, these costs will be known to all participants prior to commencement of any mediation.