Sales and Service:
Mon-Fri 8.00am to 6.00pm (AEDT)
Sat: 9.00am to 5.00pm (AEDT)
New Claims:
Always Open – 24/7
Existing Claim Enquiries:
Mon-Fri 8.00am to 7.00pm (AEDT)
Sat: 8.00am to 5.00pm (AEDT)
If you experience a problem, aren’t satisfied with our products or services or a decision we’ve made, let us know so that we can help.
Contact us:
By phone: 1800 112 481
By email: cilsales@cilinsurance.com.au
Complaints can usually be resolved on the spot or within 5 business days.
We want you to be able to make a complaint as easy as possible. Many people may find it hard to read and understand written information. We have created an Easy English Complaints Guide to help explain how to make a complaint and what happens if you do.
If you require further assistance with making a complaint or understanding our complaints process please visit Customers In Need Of Extra Support for more information.
If we are not able to resolve your complaint or you would prefer not to contact the people who provided your initial service, our Customer Relations team can assist:
By phone: 1300 240 787
By email: idr@cilinsurance.com.au
In writing:CIL Customer Relations
PO Box 14180
Melbourne City Mail Centre VIC 3001
Customer Relations will contact you if they require additional information or if they have reached a decision.
When responding to your complaint, you will be informed of the progress of and the timeframe for responding to your complaint.
We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you may be able to access the services of the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. Any determination AFCA makes is binding on us, provided you accept the determination. You do not have to accept their determination and you have the option of seeking remedies elsewhere.
AFCA has authority to hear certain complaints. Contact AFCA to confirm if they can assist you. You can contact AFCA:
Online: www.afca.org.au
By email: info@afca.org.au
By phone: 1800 931 678 (free call)
In writing: Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Privacy complaints must be made in writing.
Office of the Australian Information Commissioner
GPO Box 5218, Sydney NSW 2001
Fax
02 9284 9666
www.oaic.gov.au (online complaint form available)
For further information, visit our Suncorp Complaints Management Policy in relation to complaints management.
If you have found a potential security vulnerability that may impact the confidentiality, integrity or availability of Suncorp's information, systems, or services, please visit our Vulnerability Disclosure Program page.
