Contact us
General Enquiries
Sales, products, policy information or any other general inquiries
- Call to
- Australia: +61 2 9222 7600
- New Zealand: +64 9 980 3325
*Not all our insurance products and services are readily available or suit your personal circumstances.
At this stage, motor insurance is available for our existing commercial clients only.
*If you have your policy through a broker, please contact the broker directly.
Travel Insurance by InsureandGo
Please call the number on InsureandGo Website.
* The content on the website has been prepared by Mapfre Insurance Services Australia Pty Ltd.
Claims
Claim information is also available online
NSW Small Business Stamp Duty Exemption Declaration
Please download NSW Small Business Stamp Duty Exemption Declaration Form here
Office locations and contacts
Complaints
Your Right To Make A Complaint
We understand that occasionally issues may arise and you may feel dissatisfied with our products or services. Your feedback is important to us. If you have a complaint about one of our products or the service you have received from us or from any of our business partners, we would like to hear about it and would like to have the opportunity to resolve it with you. We take complaints seriously and have a process through which we seek to resolve them.
How To Make A Complaint
As a first step, please contact the MSI business area which is dealing with your matter. You will find the address and phone number of the office that handles your policy on your policy documentation or letters from us.
Alternatively, you may contact us at one of our office locations or via email by writing to and 
for New Zealand.
Please try to provide as much information as possible, including your policy number and/or claim number and contact details. Where appropriate, your complaint will be referred to a manager in the relevant business area for resolution.
We keep you informed of the progress of your complaint.
Our Internal Processes
Our complaints and disputes procedures follow the requirements of the General Insurance Code of Practice (for the Australian operation) and the Fair Insurance Code (for the New Zealand operation).
Find out more information about our dispute resolution process in Australia here and for New Zealand here.
External Dispute Resolution
In Australia, you can refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is an external dispute resolution scheme which is independent and free to you. Any decision AFCA makes is binding on us. AFCA’s contact details are as follows:
Australian Financial Complaints Authority
Phone: 1800 931 678
Email: info@afca.org.au
Website: https://www.afca.org.au
In New Zealand, you can choose to refer your complaint to the Insurance & Financial Services Ombudsman (IFSO) Scheme. IFSO is a completely independent authority that will carry out an impartial investigation.
The IFSO Scheme has been approved by the Minister of Commerce & Consumer Affairs to provide an external dispute resolution service to consumers with complaints about their financial service providers. It offers a free and independent complaints service.
Insurance & Financial Services Ombudsman Scheme
Phone: 0800 888 202
Email: info@ifso.nz
Website: https://www.ifso.nz