What To Do If You Have A Complaint
We welcome your suggestions, compliments, and complaints as an opportunity to improve our service.
If you have a complaint about the service provided to you, please give us the opportunity to put things right by contacting your Authorised Broker in the first instance. We will do our best to resolve your complaint within five (5) business days.
If your complaint is not satisfactorily resolved within this time, please contact SureInsure Pty Ltd's Complaints Officer:
Please mark the envelope "Notice of Complaint."
We will endeavour to resolve your complaint quickly and fairly, and no later than 30 calendar days after receiving your complaint.
Australian Financial Complaints Authority
SureInsure Pty Ltd is a member of the Australian Financial Complaints Authority (AFCA). If your complaint cannot be resolved to your satisfaction by us, you have the right to refer the matter to AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
AFCA can be contacted at:
Frequently Asked Questions
Common questions about making a complaint to SureInsure.
Please contact your Authorised Broker in the first instance so we can try to put things right. If your complaint is not satisfactorily resolved within five (5) business days, contact SureInsure Pty Ltd's Complaints Officer on (07) 3519 6999, at enquiries@sureinsure.com.au, or by post to PO Box 2571 Hamilton Road Chermside QLD 4032. If you write, please mark the envelope "Notice of Complaint."
We will do our best to resolve your complaint within five (5) business days. If it is not resolved in that time, we will endeavour to resolve it quickly and fairly, and no later than 30 calendar days after receiving your complaint.
No. Our internal complaints process is free of charge, and the Australian Financial Complaints Authority (AFCA) provides its complaint resolution service free to consumers.
If your complaint cannot be resolved to your satisfaction by us, you have the right to refer the matter to AFCA. You can contact AFCA at www.afca.org.au, by email at info@afca.org.au, by phone on 1800 931 678 (free call), or by mail at Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001.
Yes. Contact us on (07) 3519 6999 and our team will help you. You can also nominate a support person or authorised representative to assist in your dealings with us, and where needed we can arrange access to Translating and Interpreting Services (TIS National, 131 450) and the National Relay Service (1300 555 727).