Complaints

Customers needing additional help

We understand some people need help to make a complaint and so you are able to ask someone to speak with us on your behalf, such as a relative, friend or legal representative, where we have your consent.

Zurich will also provide additional assistance to those who require help to understand their policy or lodge a complaint. This might include older persons, individuals experiencing financial hardship, managing a disability or mental health condition, individuals experiencing family violence or those that are from a non-English speaking background or indigenous community.

Zurich will take steps to ensure that all customers are provided with the service they need and will work with you or your representative to identify how best to provide support.

Should you require additional assistance, please contact us on 131 551 so we can provide the necessary support to help you manage your complaint.

Hearing and speech impaired customers can contact Zurich via the National Relay Service on 1300 555 727.

Customers requiring translation assistance can contact the Translating and Interpreting Service on 131 450 and request they contact us on your behalf.

The Zurich Australia Complaints Policy is also available in the following languages:

• Arabic
• Chinese (simplified)
• Chinese (traditional)
• Greek
• Hindi
• Italian
• Korean
• Vietnamese

What if I’m not satisfied with your proposed decision or resolution to my complaint?

If you are not satisfied with our response, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. AFCA’s contact details are:

Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
In writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Time limits may apply to lodging a complaint and you should act promptly or otherwise consult the AFCA website to understand if and when the time limit relevant to your circumstances expires.

In some cases where the complaint is about a Life insurance Policy a superannuation fund trustee owns, you will be advised if the trustee is required to give you a final written response about your Complaint. Where this applies, you will receive this within 45 calendar days of us or them receiving the Complaint. This response will include: 

(a) Identification and response to the issues raised in the Complaint with a summary of the information relied on; and

(b) The action/s taken to resolve the Complaint or the reasons for the decision. 

You will be able to ask for a copy of the documents and information relied on in assessing your Complaint. You will also have the right to take your Complaint to an External Disputes Resolution Body if you are not satisfied with the trustee’s decision.

Our Promises to You

Zurich is committed to ensuring continuity of key industry standards as we transition our industry association membership from the Financial Services Council to the Council of Australian Life Insurers. This transition will have no impact on how we serve and support our customers and we will continue to be bound by the Life Insurance Code of Practice and relevant standards.

When you take out life insurance, it’s important that you get the highest standards of service in all your dealings with us.

That’s why we have adopted the Life Insurance Code of Practice.  It’s the life insurance industry’s commitment to mandatory customer service standards and it’s designed to protect you, our customer.

Visit zurich.com.au/licop for more information.