Complaints

While our team are available and happy to answer any questions you might have, we appreciate that sometimes it’s faster simply to find the answer yourself. That’s why we’ve created this frequently asked questions page – so that all the most commonly asked questions about NEOS, our products and our processes, can be found in one central place.

At NEOS, we make every effort to try and resolve your complaint as quickly and as fairly as possible.

If you have a concern or complaint, please contact us in the first instance on the below details. We’ll endeavour to manage your complaint to your satisfaction without undue delay and we commit to acknowledging any complaint within one business day.

Call us: 1300 090 188
Email us: customerservice@neoslife.com.au
Write to us: GPO Box 239, Sydney NSW 2001

If we can’t resolve your complaint quickly, we will formally record the details, with your assistance, to ensure that it is correctly understood and progressed through the appropriate channels. This may involve external parties such as the insurer, the trustee and/or your financial adviser. There is no charge for lodging a complaint with NEOS.

We will make an arrangement with you for keeping you regularly informed about the progress of your complaint.

Please note that while insurance companies have up to 30 days to respond to complaints (45 days for superannuation complaints and 90 days for death claim complaints under superannuation), we’ll always endeavour to resolve your complaint as soon as possible.

Tags: Complaints

If you feel we haven’t resolved your complaint to your satisfaction, you can lodge your complaint with the Australian Financial Complaints Authority (AFCA). AFCA is an independent organisation, which provides free assistance to customers who have complaints about financial products and services. AFCA can be contacted at:

Phone: 1800 931 678
Website: www.afca.org.au
Email: info@afca.org.au
Address: GPO Box 3, Melbourne VIC 3001

Tags: Complaints