We are focused on delivering a high standard of service, however we understand that sometimes we may not always meet your expectations and you may wish to make a complaint. We take this seriously and would like to hear from you as soon as possible.
Our 3 step complaints handling process
Delivering high standards of service requires continuous improvement so we will use this information to improve your experience.
Step 1: Reach out
When reaching out to us about your complaint, please ensure you provide us with a daytime contact number that will assist us with getting in contact with you efficiently. You can make a complaint by either calling us on 02 9000 6180 or sending us an email to [email protected]
We aim to acknowledge your complaint within 24hrs.
Step 2: Review
Once we have all the information, we will work with you to resolve the complaint in a quick, fair and consistent process. If we are unable to resolve the complaint to your satisfaction, we may refer you to our Internal Dispute Resolution Committee.
This committee will work with you to try and resolve your complaint within 30 days.
Step 3: Refer
If we are unable to resolve the complaint to your level of satisfaction or within 30 days, you can refer it to the Australian Financial Complaints Authority (AFCA).
AFCA provides a fair and independent complaint resolution for the financial services industry that is free to consumers.
You can contact AFCA by calling 1800 931 678, emailing [email protected] or visiting afca.org.au. A decision by AFCA is binding on us, but not binding on you. You have the right to seek further legal assistance if you wish.
Clover Insurance Pty Ltd (ABN 19 653 550 371, AFSL 538528) is authorised by RAC Insurance Pty Limited (ABN 59 094 685 882, AFSL 231222) as an agent to issue OneBusiness Pack. This is general advice only provided by Clover under its AFSL and does not take your personal objectives, financial situation or needs into account and may not be right for you. Always read the PDS and any other relevant policy documentation, available via your broker, before making any decision.