General Enquiries

Sales, products, policy information or any other general inquiries

Call to

Australia: +61 2 9222 7600

New Zealand: +64 9 980 3325

Email

*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

• Sydney office
• Melbourne office
• New Zealand office

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

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.

External Dispute Resolution

You can take your complaint to the Australian Financial Complaints Authority (AFCA) at any time or if we do not resolve your complaint within 30 calendar days after we first received your complaint.
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: www.afca.org.au