Payments & Claims

Customer Satisfaction

The General Insurance Code of Practice

The General Insurance Code of Practice outlines the minimum standards of service that you expect from insurers that comply with the Code. RAA Insurance is committed to adhering to the Code and providing you with the service and support required.

To obtain a copy of the General Insurance Code of Practice book, please visit the following website www.codeofpractice.com.au .

We take customer satisfaction seriously. Please contact RAA Insurance if you have a complaint with any of the following:

One of our products;

Our service, including our authorised representatives, loss adjusters or investigators; or a decision on a claim.

How to make a complaint or provide feedback:

 

Step 1:Talk to us first

If you would like to make a complaint, the first thing you should do is contact an RAA Insurance representative in the department relevant to your claim.

If the staff member is unable to help you with your complaint, or is not to your satisfaction, you are able to request to speak to a Supervisor or Manager.

If you are still not satisfied with the response from the Supervisor or Manager, you can ask to be put through to the next step.

Step 2: Seek an Internal review               

If the complaint still remains unresolved, the Supervisor or Manager will log your complaint with the Internal Dispute Resolution (IDR) department.

The IDR department will conduct a review of your dispute and an IDR Committee will hear the dispute and decide on a determination.

A response will be provided to you, advising of the determination and this information will be provided to you within 15 business days.

If you are still not satisfied with the outcome provided by the IDR Committee, you can then proceed to the next step.

Step 3: Seek an external review              

RAA Insurance will provide you with the details of the Financial Ombudsman Service (FOS) if you are not satisfied with the IDR outcome.

Please be advised that FOS will direct you back to RAA Insurance if steps 1 and 2 have not occurred. FOS will also advise if your dispute falls within their Terms of Reference.

The service provided by FOS is free to you and is a totally independent and impartial body. RAA Insurance is bound by FOS’s final determination.

Financial Ombudsman Service:

Telephone: 1300 78  08 08

Address: GPO BOX 3, Melbourne, Victoria 3001

Email: info@fos.org.au

Website: www.fos.org.au