Complaints

March 2022

What to do if you have a complaint about:

  • Your insurance
  • Our team
  • The service you’ve received
  • How your complaint has been handled

Speak to us

We’re here to help and resolve any concerns you have, as quickly as we can. You can reach our Customer Support team by:

When you reach out, please provide our team with your contact details and let us know what happened. Try to provide as many details as possible, so that our team can do our best to help you.

Internal review

If our Customer Support team is unable to resolve your complaint within 5 business days of receiving your complaint, or if you’re unhappy with the outcome, they’ll escalate your complaint to HCF Life’s Internal Dispute Resolution (IDR) committee.

You’ll be assigned a Case Manager and given a reference number for your complaint. The IDR committee will aim to resolve your complaint within 30 calendar days. If they’re unable to resolve your complaint within 30 days, they’ll let you know why and provide an updated estimated response timeframe.

External review

If the outcome of the IDR committee doesn’t resolve your complaint to your satisfaction, or the response has taken longer than 30 days, you can contact the Australian Financial Complaints Authority (AFCA).

AFCA provides a fair and independent financial services complaint resolution process that is free to customers.

More information

Flip’s accidental injury insurance is issued by HCF Life, and complaints relating to this insurance will be handled by HCF Life.

For more information on HCF’s Complaint Management Policy, see here.