Dispute Resolution

If you have a complaint about our products or services (even if through one of our service providers) or our complaints handling process, please let us know so that we can help.

You can contact us:
 

By phone

13 BIKE (13 24 53)

In writing

InsureMyRide - PO Box 110
Artarmon NSW 1570

By email

enquiries@InsureMyRide.com.au


Please include the full details of your complaint and explain what you would like us to do.

When we receive your complaint, we will consider all the facts and attempt to resolve your complaint by the end of the next business day.

If we are not able to resolve the matter to your satisfaction, it will be referred to the relevant team leader or manager, who will review your complaint and contact you with their decision within 5 business days of us receiving your complaint.

If you remain dissatisfied the matter will be referred to our Internal Disputes Resolution team (IDR). Our IDR team will review your complaint, and provide you with their final decision within 15 business days of your complaint being referred to them. The contact details for our IDR team are: 

By phone

1300 241 307 (for the cost of a local call)

In writing   

Internal Dispute Resolution
InsureMyRide
GPO Box 14180
Melbourne City Mail Centre
Victoria 8001

By email

idr@InsureMyRide.com.au


If we require additional information for our assessment or investigation of your complaint, we will agree with you a reasonable alternative timeframe to resolve your complaint.
 

What if you are not satisfied with our final IDR decision?
We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you may be able to access an External Dispute Resolution service. Depending on the nature of your complaint, the following External Dispute Resolution Services are available:

 

Office of the Australian Information Commissioner (OAIC)
Privacy complaints must be made in writing.

Phone: 

1300 363 992

Post:

Director of Compliance
Office of the Australian
Information Commissioner
GPO Box 5218
Sydney NSW 2001

Website:

www.oaic.gov.au

 

Financial Ombudsman Service (FOS) Australia
The FOS is available to customers who fall within their terms of reference. The FOS will advise if they can help you.

By phone: 

1800 367 287 (free call)

By fax:  

(03) 9613 6399

By email:

info@fos.org.au

In writing:

Financial Ombudsman Service Limited
GPO Box 3
Melbourne VIC 3001

 By visiting:

www.fos.org.au

 

Motor Accidents Authority of NSW (MAA)
For complaints regarding NSW Compulsory Third Party (CTP) Personal Injury Insurance, contact the Motor Accidents Authority of NSW (MAA):

By phone: 

1300 137 131

By email:

complaints@maa.nsw.gov.au

In writing:

Motor Accidents Authority,
Level 25, 580 George Street,
Sydney NSW 2000

 By visiting:

For more information about the MAA visit www.maa.nsw.gov.au 

 

InsureMyRide, specialist in Bike and Motorcycle Insurance, for road bikes, sports bikes, scooters, nakeds and classic bikes. Motorcycle Insurance is issued by AAI Limited ABN 48 005 297 807 AFSL 230859 trading as InsureMyRide. Compulsory Third Party (CTP) Insurance is issued by AAI Limited ABN 48 005 297 807 trading as GIO Insurance. Registered Office, Level 28, 266 George Street, Brisbane QLD 4000. InsureMyRide is a brand of AAI Limited. Please read the Product Disclosure Statement before buying this insurance and consider whether it is right for you.