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FAQ

How do I make a complaint? How will my complaint be handled?

We take complaints very seriously and have a process through which we seek to resolve them.

Here is a brief overview of the complaints process (more details is provided below):

  1. Contact us with your concerns and a telephone number or email address to reach you at
  2. One of our consultants will be in touch as soon as possible, and may refer you to a manager, in order to resolve your complaint within 15 business days
  3. If the manager can’t resolve your complaint, you can request that the matter be referred to IAG Customer Relations, who will contact you with a decision on your dispute within 15 business days
  4. If you are unhappy with the decision reached by Customer Relations, or if your complaint isn’t resolved within 45 days, you can access external review options such as the Australian Financial Complaints Authority (AFCA)

Below the complaints process is discussed in more detail:

We firmly believe that getting covered, and claiming on your insurance, shouldn’t be more trouble than it’s worth. Like our claims process, ShareCover’s complaint process is designed to be clear and easy. We want you to have peace of mind that should any issue arise, you will have the ability to voice that issue, and have your concern closely considered, with a view to resolving it.

First, we ask that you contact us with your concerns, and provide us with the best telephone number or e-mail address to reach you at. You can contact us via the following channels:

E-mail: contact@sharecover.com

One of our consultants will then be in touch as soon as possible to try and resolve the complaint for you. If they’re unable to resolve it, they’ll refer you to a manger. You may also request to speak to a manager at any stage in the process. We may need to gather more information to field your complaint, and if so the consultant or manager will aim to respond within 15 business days of first receiving the complaint.

If the manager cannot resolve your complaint, you can request the matter be referred to Customer Relations. You can contact them via the following channels:

Telephone: 1800 045 517 E-mail: 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 within 15 business days of receiving your dispute.

If you are unhappy with the decision reached by Customer Relations, or if your complaint isn’t resolved within 45 days, you may wish to access external review options such as the Australian Financial Complaints Authority (AFCA). Customer Relations will provide you with information on this and other external review options. You can contact the AFCA via the following channels:

Telephone: 1800 931 678 (free call)

In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Website: www.afca.org.au

E-mail: info@afca.org.au

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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.