Get in touch

Customers

For all enquiries about NEOS Protection, your application, managing your existing plan or help with a claim, please contact us.

Call us:

Overseas:

+61 2 9134 1010 (if you’re overseas)

Times:

Monday to Friday
8am to 6pm (Sydney time)

Write to us:

GPO Box 239, Sydney NSW, 2001

Email us:

customerservice@neoslife.com.au – for all customer service enquiries
claims@neoslife.com.au – for all claims enquiries

Financial Advisers

If you’re a financial adviser, please contact us on these details.

Call us:

Overseas:

+61 2 9134 1010 (if you’re overseas)

Times:

Monday to Friday
8am to 6pm (Sydney time)

Write to us:

GPO Box 239, Sydney NSW, 2001

Email us:

adviser@neoslife.com.au – for all sales enquiries
customerservice@neoslife.com.au – for all underwriting, tele-interviewing, new business and plan administration enquiries
adviserservices@neoslife.com.au – for all adviser registration and commission enquiries
claims@neoslife.com.au – for all claims enquiries

COMPLAINTS

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.

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

Please click here for further information about the complaints process at NEOS.