You’re entitled to make a complaint to us about any aspect of your life insurance, a claim, your experience with us, or with any third party that we have engaged.
If you tell us that you have a concern about someone recommending our life insurance products who is not authorised by us, we’ll tell you how you can have the matter addressed.
We’ll work closely with you to investigate, assess and resolve your complaint, as well as keeping you updated along the way.
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.
How to make a complaint
If you have a concern or complaint, please contact us in the first instance by phone, email or in writing.
Need assistance making a complaint?
If you need assistance to make a complaint, a family member, friend or your financial adviser can do so on your behalf.
How NEOS manages complaints
We commit to acknowledging any complaint within one business day.
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.
Your complaint will be handled by someone different from the person or persons whose decision or conduct is the subject of the complaint.
We will notify you of the name and contact details of the person assigned to liaise with you in relation to your complaint.
We will only ask for, and rely on, information relevant to the investigation into your complaint and our response to your complaint.
If we become aware of errors and mistakes in the handling of your complaint, we will address these promptly.
Notifying you about the outcome of your complaint
If we resolve your complaint to your satisfaction by the end of the fifth (5th) business day after it was received by us, then we will consider the matter closed.
If your complaint is not resolved within five business days, it relates to your hardship, a declined insurance claim, the amount of an insurance claim, or you require a response in writing, then longer time frames may apply.
If we have come to a decision, we will provide a final response to your complaint in writing within 30 calendar days* of receiving your complaint, with the following information:
- our final decision in relation to your complaint and the reasons for that decision
- your right to access copies of the documents and information we relied on in assessing your complaint. We will provide you (or your doctor, where appropriate) any requested copies within 10 business days, subject to any legal constraints
- your right to take your complaint to AFCA if you are not satisfied with our decision, and the timeframe within which you must take your complaint to AFCA; and
- contact details for AFCA.
If we are unable to make a decision about your complaint within 30 calendar days*, then before that period expires, we will inform you of:
- the reasons for the delay
- your right to take your complaint to AFCA if you are not satisfied; and
- contact details for AFCA.
Subsequently, or alternatively, you may seek independent legal advice and access any other dispute resolution options that may be available to you.
*If your complaint is about a plan owned by a superannuation trustee, then under superannuation law, the 30 calendar day limit changes to 45 calendar days or 90 calendar days for complaints about death benefits paid from a superannuation fund.
We’re committed to a best practice approach in addressing privacy complaints. If you would like to make a complaint about how your personal information has been handled, please contact us
If you’re unhappy with our response to your complaint, you can lodge your complaint with the office of the Australian Information Commissioner at:
Australian Financial Complaints Authority (AFCA)
AFCA is available to customers and third parties who fall within the AFCA Rules and Guidelines. They provide consumers with fair, free and independent dispute resolution for financial complaints.
If our final decision does not resolve your complaint to your satisfaction, or if we do not resolve your complaint within the timeframes required above, you may refer your complaint to AFCA. External dispute resolution determinations made by AFCA are binding on us in accordance with AFCA Rules.
AFCA can be contacted at: