General Insurance Complaints

If you can’t find what you need below, please call us on 1800 950 353.

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 950 353

By email: General enquiry form

Complaints can usually be resolved on the spot or within 5 working days.

Internal Dispute Resolution Team

If we can’t resolve your complaint, or if you’d rather not contact the person who helped you originally, our Internal Dispute Resolution team is here to assist:

The Internal Dispute Resolution team will contact you if they require additional information or have reached a decision. 

You’ll be informed of the progress and the timeframe for responding to your complaint.

Seek review by an external service 

We aim to handle your complaint fairly and quickly. If you’re still unhappy, you may be able to access the services of the Australian Financial Complaints Authority (AFCA). They offer free, independent help to resolve financial services complaints.

AFCA has authority to hear certain complaints. Contact AFCA to confirm if they can assist you.

You can contact AFCA:

Do you need extra help to make a complaint?

We want to make it easy for you to make a complaint. Some people find written information hard to read or understand. That’s why we’ve created an Easy English Complaints Guide. It explains how to make a complaint and what will happen next.

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.

Further information

For more information on complaints management, see our Suncorp Complaints Management Policy.

CIL is a signatory to the General Insurance Code of Practice. The Code Governance Committee is an independent body which monitors and enforces the Code and has powers to impose sanctions on Code Subscribers for non-compliance.