What to do if you have a complaint?

We understand that sometimes issues come up and you may have a complaint.

We will always do our best to provide you the highest level of service but if you are not happy or have a complaint or dispute, here is what you can do.

We outline below our complaints process at each stage. We aim to resolve your complaint as quickly as possible and will keep you informed as to the progress of your complaint. If you are unhappy with our decision, or in the unlikely event we cannot resolve a complaint within a maximum of 30 days, you may wish to access external review options – see Step 3.

Step 1. Contact us

We will try to resolve complaints at first contact or shortly thereafter, if we are unable to do so, we may refer you to a manager (or you can ask to speak to a manager yourself).

Step 2. Contact Customer Relations

If we can't quickly resolve your complaint, you can ask for it to be escalated to our Customer Relations Team.

You can also contact the Customer Relations Team directly by:

  • Phone on 1800 045 517
  • Fax on 1800 649 290
  • Free post (no stamp needed): Customer Relations, Reply Paid 89824 Sydney NSW 2001

Customer Relations will contact you if they require additional information or have reached a decision. Customer Relations will advise you of the progress of your complaint and the timeframe for a decision in relation to your complaint.

Step 3. Seek an external review of the decision

We expect our procedures will deal fairly and promptly with your complaint. If you are unhappy with the decision made by Customer Relations you may wish to seek an external review, such as referring the issue to the Australian Financial Complaints Authority (AFCA).

AFCA provides fair and independent financial services complaint resolution that is free to customers. AFCA has authority to hear certain complaints. AFCA will confirm if they can assist you:

  • Free Call: 1800 931 678
  • Email :
  • Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001
  • Visit:

Some time limits apply to AFCA complaints, so act quickly. Check the AFCA website to see if time limits apply to your situation.

Further information about our complaint and dispute resolution process is available by contacting us.

More information

Helpful resources in relation to this page.

Australian Financial Complaints Authority
General Insurance Code of Practice
Contact us

Things to know

1 ShareCover Enterprises is owned by Insurance Australia Limited and is not related to, or in partnership with, DiDi or Uber. References to these ridesharing services on this website do not constitute an endorsement by these ridesharing services of ShareCover, nor an endorsement of these ridesharing services by ShareCover.

Any questions?

Contact our friendly customer service team who are based in Australia.

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