1. Our goal is to have you as a happy, long-term customer.
InsureMyRide is committed to dealing with our customers by:
- listening carefully to what you tell us
- being accurate and honest in telling you about our products and services
- communicating with you professionally and in plain language
- resolving any complaints or concerns you may have with us.
So if you think we’ve let you down in any way, or our service isn’t up to scratch (even if through one of our subcontractors), please let us know so we can help.
If we can’t clear things up over the phone we’ll ask you to put it in writing.
In writing
Send us the full details of your complaint, including any supporting documents and evidence, and explain what you’d like us to do. Please address this information to;
Complaints Officer
InsureMyRide
PO Box 110 Artamon 1570
3. This is what we’ll do…
If you email, your email will be directed to the correct person. If you call, you will be told the name of the most appropriate person for you to deal with. If you write to us, your letter will be directed to the correct person.
In any case:
- your complaint will be handled by the person who has the authority to deal with it; and
- this person will consider the facts and contact you to resolve your complaint as soon as possible, usually within 24 hours of receipt.
If this person can’t resolve the matter to your satisfaction, then it will be referred to a Dispute Resolution Manager who has the authority to deal with it, and you’ll be contacted within 5 business days. If this person is not able to resolve the matter to your satisfaction, then it will be referred to the General Manager. You will be sent our final decision in writing within 15 business days from the date you first made your complaint.
4. And if your complaint remains unresolved…
You can raise certain complaints directly with the Insurance Ombudsman Service. This is an independent body, and its service is free. You can write to them at:
Insurance Ombudsman Service Limited
PO Box 561
Collins Street West Post Office
Melbourne VIC 8007
Or phone 1300 780 808 for the cost of a local call anywhere in Australia.
We agree to accept the Service’s decision, however, you have the right to take further action if you chose eg. mediation, arbitration or legal action.
