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 insurance products;
- our service, including our authorised representatives, loss adjusters or investigators; or,
- a decision on a claim.
How to resolve a complaint or dispute
We want You to be happy with Your insurance. If You have a complaint or dispute and are unhappy with something to do with Your Policy or Our service, We would love to hear from You.
To make a complaint please call Us on 8202 4567 (Policy) or 8202 4575 (Claims) and speak with one of Our consultants, as they may be able to resolve Your complaint. You can also make a complaint at one of Our shops or by writing to us at firstname.lastname@example.org or 101 Richmond Road, Mile End, SA 5031.
Your complaint will be handled by a person with appropriate authority, knowledge and expertise. We will tell You the name and the contact details of the person assigned to liaise with You about Your complaint.
We will keep You informed about the progress of Your complaint at least every 10 Business Days, unless it is resolved earlier, or You agree to a different timeframe.
If Your complaint cannot be resolved directly with Us or remains unresolved 30 days from when You first lodged the complaint, We will tell You the reasons for the delay and the contact details for the Australian Financial Complaints Authority (AFCA). You can seek an external review by contacting AFCA. Before a complaint is investigated by AFCA, they will ask that You first talk to Us, so that We will have an opportunity to resolve the matter.
AFCA is a free service and is an independent and impartial body. You can contact AFCA at:
Phone: 1800 931 678
Fax: 03 9613 6399
Mail: Australian Financial Complaints Authority Limited,
GPO Box 3 Melbourne, VIC 3001