How to make a Complaint
At Auto & General we welcome feedback from our customers and treat complaints as an opportunity to
improve our services, systems, and products.
We consider a complaint to be:
An expression of dissatisfaction made to Auto & General related to our products, services, staff, or the
handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally
required.
What to do if you’re unhappy with any of our products, services,
decisions, or actions.
Step 1 — Contact us
We want to resolve any complaint or dispute as quickly as possible. The best place to start is to
contact our customer service teams:
• Call 1300 885 996 for claims
• Call 1300 858 747 for anything else
• Email [email protected]
• Click here to lodge a complaint for claims or anything else
Need Additional Assistance?
You can use the National Relay Service (NRS) 24/7 for free if you find it difficult to hear or speak.
National Relay Service website
National Relay Service (NRS) app
The NRS app allows you to make NRS Chat, NRS Captions, Voice Relay and Video Relay calls. You
can download the app from Google Play or the App Store.
Voice Relay service
1. Dial 1300 555 727.
2. Ask the relay officer to call Auto & General Insurance on 1300 858 747 for Customer Service or
1300 885 996 for Claims.
SMS Relay service
1. Send an SMS to 0423 677 767, with our name ‘Auto & General Insurance’, and contact number
(1300 858 747 for Customer Service or 1300 885 996 for Claims) and the message you’d like to
send us.
2. Follow the prompts.
Teletypewriter (TTY) — Speak and Read
1. Dial 133 677.
2. Ask the relay officer to call Auto & General Insurance on 1300 858 747 for Customer Service or
1300 885 996 for Claims.
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How to make a Complaint
Teletypewriter (TTY) — Type and Read
1. Dial 133 677.
2. Type Auto & General Insurance’s number 1300 858 747 for Customer Service or 1300 885 996
for Claims.
Interpreting Support - If English is not your first language
Auto & General Insurance use the Translations and Interpreting Service (TIS National). If you need an
interpreter to support you on the call, let us know when you contact us, and we will arrange a qualified
interpreter to assist free of charge.
Financial hardship support
We’re here to support our customers by responding to claim events with expertise, compassion, and
efficiency.
Financial hardship support is designed to support a customer or third-party who owes us money,
including an excess under a policy we have issued. You can ask us to assess your eligibility for financial
hardship support at any time. Read More: https://www.autogeneral.com.au/customers/fnancialhardship-
support
Step 2 — Our team will help you
Our team will always try to resolve your complaint immediately and will provide you with a unique
reference number.
We will acknowledge your complaint within 24 hours of receiving it or as soon as practicable. The
complaint will be given the appropriate priority in accordance with the urgency of the issues raised and
the individual circumstances.
If we are unable to resolve your complaint to your satisfaction within 5 business days, we will escalate it
to our Customer Disputes Resolution Team for review.
Our Customer Disputes Resolution Team will work with you to try and resolve your complaint. We will
make a decision within 30 calendar days from the date you make the complaint, however if we know
you are experiencing financial hardship, we will give you our decision within 21 calendar days.
We will keep you informed every 10 business days of our progress.
We will always give you a written response to your complaint when it is in relation to:
• A request from you for a written response
• A declined claim
• The value of a claim
• Financial hardship, and
• Any other complaint we have not been able to resolve with you within 5 business days
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How to make a Complaint
Step 3 — If we can’t agree, you can seek an independent review
Our aim is to resolve complaints within 30 days. If we are unable to finalise your complaint within this
time, we will:
• let you know the reasons for the delay in writing within the 30 days
• provide the contact details for the external dispute resolution scheme run by the Australian Financial
Complaints Authority (AFCA).
Additionally, if you are dissatisfied with our final decision, you can also contact AFCA directly.
• Call on 1800 931 678 (free call)
• Email at [email protected]
• Mail at GPO BOX 3, Melbourne VIC 3001
AFCA independently resolves disputes between financial service providers (like insurers) and their
clients. AFCA’s decisions are binding which means that even if they aren’t in our favour, we must accept
them. You have two years from when we make a decision on your complaint to take your complaint to
AFCA.
Auto & General subscribes to the General Insurance Code of Practice. Please refer to http://
codeofpractice.com.au/ for further information.
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How to make a Complaint
