Feedback & Complaints
We hope that you never have reason to complain, but if you do, we’ll do our best to work with you to resolve it. Our complaints resolution process has three steps.
1 – Immediate Response
Usually when you have a concern, we can resolve it immediately on the phone. If we can’t immediately resolve your concern, we’ll treat it as a complaint and take steps to resolve your matter as soon as possible. Please contact us using one of the following means:
1300 513 484
Monday to Friday between 8am and 8pm AEST
Customer Service Complaints
Kogan Life Insurance
PO Box 6728
Baulkham Hills NSW 2153
Please supply your Policy number to enable the enquiry to be dealt with promptly. Your complaint or enquiry will be dealt with by someone with appropriate authority.
2 – Internal Dispute Resolution
If we haven’t resolved your matter to your satisfaction, at your request, we’ll escalate your complaint for review by our Internal Dispute Resolution team. All escalated matters will be acknowledged within two business days of being escalated. After full consideration of the matter, a written final response will be provided that will outline the decision reached and the reasons for the decision.
3 – External Dispute Resolution
In the unlikely event that your complaint isn’t resolved to your satisfaction, or a final response hasn’t been provided within 45 days, you may be eligible to refer your matter to the Australian Financial Complaints Authority (AFCA), providing your matter is within the scope of the AFCA Terms of Reference. AFCA is an independent dispute resolution service provided free of charge. You may contact AFCA at:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001