Firstly, contact the insurer to see if you can resolve the complaint. Each insurer has a fully documented internal process for resolving a dispute between the consumer and the insurer, the insurer’s agent or the consumer and the insurer’s investigator or loss adjustor.
If you are not satisfied with the way the complaint has been dealt with it can also be referred to the industry’s independent external dispute resolution body, the Financial Ombudsman Service Limited, (FOS). To access the FOS process please call 1300 780 808 or write to the FOS at GPO Box 3, Melbourne VIC 3001