Complaints

If you have any complaints about the service provided to you, you should take the following steps:

1. Contact us to discuss your complaint

Please contact us at:

Complaints Manager
Solution Underwriting Agency
Level 5, 289 Flinders Lane
Melbourne, Victoria, 3000

Phone 03 9654 6100

Email complaints@solutionunderwriting.com.au

The members of our complaint handling team are trained to handle complaints fairly and efficiently.

Please provide us with your claim or policy number (if applicable) and as much information as you can about the reason for your complaint.  We will investigate your complaint and keep you informed of the progress of our investigation.  Provided we have all necessary information and have completed any investigation required, you will hear from us within fifteen (15) days. 

If further information or further investigation is needed, we will work with you to agree a reasonable timeframe and, if we cannot agree, you may request your complaint is taken to Stage 2 and referred to our Internal Dispute Resolution process.  We will otherwise keep you informed about the progress of our response at least every ten (10) business days.

2. Internal Dispute Resolution

If you tell us you would like to take your complaint to Stage 2, your complaint will be reviewed according to our Internal Dispute Resolution process, who are independent to our complaint handling team. 

To take your complaint to Stage 2, please contact us at:

Internal Dispute Resolutions
Solution Underwriting Agency
Level 5, 289 Flinders Lane
Melbourne, Victoria, 3000

Phone 03 9654 6100

Email solution@solutionunderwriting.com.au

Please provide us with your claim or policy number (if applicable) and as much information as you can about the reason for your complaint

Provided we have all necessary information and have completed any investigation required, you will hear from us within fifteen (15) days.  If further information or further investigation is needed, we will work with you to agree a reasonable timeframe and, if we cannot agree, you may refer your complaint to the Australian Financial Complaints Authority (AFCA).  We will otherwise keep you informed about the progress of our response at least every ten (10) business days.

3. External Dispute Resolution

If you are dissatisfied with our internal dispute determination, or if we cannot resolve your complaint within forty-five (45) days you may refer your complaint to AFCA, subject to its rules.

To take your complaint to Stage 3, please contact AFCA at:

Australian Financial Complaints Authority

GPO Box 3
Melbourne VIC 3001
Online www.afca.org.au
Email   info@afca.org.au

Phone 1800 931 678

Time limits may apply to complain to AFCA, therefore you should act promptly.