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: firstname.lastname@example.org
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 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 respond to you as soon as possible.