How to Make a Complaint

Step 1 - First Contact Resolution

If you’d like to make a complaint, please contact our Customer Service team:

Call us: 1300 954 290

Email us: service@insurance.safewaylife.com.au

Write to us: Policyowner Services, Safeway Life Insurance, Reply Paid 6728, Baulkham Hills NSW 2153

Tell us about your concerns and our Customer Service Team will do their best to resolve your complaint immediately over the phone. If we can’t immediately resolve your complaint to your satisfaction, it will be escalated for review by our Internal Dispute Resolution Team (IDR Team) who will acknowledge receipt of your complaint within 1 business day or as soon as practicable.

Step 2 - Internal Dispute Resolution

Our IDR Team will provide you a final written response within 30 calendar days of receiving your complaint. The final response will outline the decision reached and the reasons for the decision.

Where there is a possibility that the 30 calendar day timeframe may not be met (for example if the matter is particularly complex or where there are circumstances outside of our control), we'll contact you before the end of the 30 calendar day period advising of the delay and outlining the reasons for the delay.

Step 3 - External Review

If you are not satisfied with our decision, the handling of the complaint or we have taken more than 30 calendar days to respond to you from the date you first made your complaint, you may refer your matter to the Australian Financial Complaints Authority (AFCA) provided your matter is within the terms of AFCA’s Rules and Operational Guidelines. AFCA is an independent dispute resolution service provided free of charge.

You may contact AFCA at:
Australian Financial Complaints Authority (AFCA)
Post: GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678
Website: www.afca.org.au
Email: info@afca.org.au