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Complaints

What to do if you have a complaint?

We understand that occasionally issues may arise and you may have a complaint. We take complaints seriously and have a process through which we seek to resolve them. We will try to resolve your complaint through the process outlined below and aim to work within the given timeframes to resolve the complaint. If your complaint is not resolved within 45 days, you may wish to access external review options such as the Australian Financial Complaints Authority (AFCA).

Please Contact Us

The first thing you should do is contact us about your concerns. Please provide us the best phone number or email address to reach you at. One of our Consultants will be touch to resolve the complaint for you. If not, they will refer you to, or you may request to speak to a Manager.

The Consultant or Manager will attempt to respond to your complaint as soon as possible. If they require more information, they will aim to respond within 15 business days of receipt of your complaint.

Contact Customer Relations

If the Manager cannot resolve your complaint, you may request the matter be referred to our Customer Relations area or you can choose to contact them via the following options:

  • Call Customer Relations on 1800 045 517
  • Email customer relations customer.relations@iag.com.au Attention: Customer Relations
  • Mail: Customer Relations, Reply Paid 62759 Sydney NSW 2000 Free Post (no stamp required)

Customer Relations will treat your complaint as a dispute and assign one of their staff members to conduct an independent review of the matter.

Customer Relations will contact you with a decision usually within 15 business days of receiving your dispute.

Seek An External Review

If you are unhappy with the decision, you may wish to seek an external review. Customer Relations will provide you with information on external review options, such as referring you to the Australian Financial Complaints Authority (AFCA).

You may also wish to contact the Australian Financial Complaints Authority (AFCA) directly by emailing them at info@afca.org.au or phoning 1800 931 678 (free call).

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ShareCover is issued by Insurance Australia Limited ABN 11 000 016 722 AFS Licence No. 227681 trading as ShareCover Enterprises. When making decisions about a product, always read the Product Disclosure Statement (PDS). For home 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 our home 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.

To help you make an informed choice on insurance visit the Australian Government website: www.moneysmart.gov.au

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.