Frequently Asked Questions

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.

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Answer:

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 this to your satisfaction without undue delay.  We’ll make sure we call you within two days of receipt of your complaint.

Call us: 1300 090 188
Email us: customerservice@neoslife.com.au

If we can’t resolve your complaint quickly, we’ll formally record the details, with your assistance, to ensure that it’s correctly understood and progressed through the appropriate channels.  This may involve external parties such as the insurer and your financial adviser.

Our complaints manager will work closely with you to resolve your complaint and keep you updated along the way. Please note that while the law allows insurance companies up to 45 days to respond to complaints (90 days for superannuation complaints), we’ll always endeavour to respond to you as soon as possible.

Tags: Complaints

Answer:

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

Phone: 1800 367 287
Website: www.fos.org.au
Address: GPO Box 3, Melbourne VIC 3001

Tags: Complaints