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: firstname.lastname@example.org
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.