What to do if you 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.
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).
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:
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.
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:
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.
Helpful resources in relation to this page.
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.
Contact our friendly customer service team who are based in Australia.
Insurance issued by Insurance Australia Limited ABN 11 000 016 722 AFS Licence No. 227681 trading as ShareCover Enterprises. This is general advice only and does not take into account your individual objectives, financial situation or needs (“your personal circumstances”). Before using this advice to decide whether to purchase a product, you should consider your personal circumstances and the relevant Product Disclosure Statement (PDS) and Target Market Determinations available on this website. For Short Stay Pay-per night and Short Stay 6 & 12 month policies, please also read our Key Fact Sheets (KFS) for buildings and contents which set out some of the events/risks covered and not covered by those policies and other information you should consider. These sheets do not provide a complete statement of the cover offered, exclusions, conditions and limits that apply under the policies. You should carefully read the Product Disclosure Statement (PDS) and all policy documentation for more details.
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ShareCover Enterprises is owned by Insurance Australia Limited and is not related to either Airbnb, Bolt, Booking.com, DiDi, OLA, Shebah, Spacer, Stayz and Uber. References to these platforms on this website do not constitute an endorsement by these platforms of ShareCover nor an endorsement of these platforms by ShareCover; nor IAG being partnered with these platforms.