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- New Zealand: +64 9 980 3325
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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