Insurance Claim

Information on the Insurance Ombudsman Service (IOS) follows. It deals with claims disputes.

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Insurance Ombudsman Service (IOS)

IOS is a free and independent, national scheme for consumers to resolve claims disputes between you and your insurance company. Or, if you have a dispute with another person's insurance company in relation to motor vehicle property damage (ie a third party claim). It covers most domestic insurance (home building, home contents, motor vehicle, travel, residential strata title, sickness and accident, pleasure craft, consumer credit, valuables and personal property). It also covers some small business insurance.

And, provides free advice and information about any general insurance matter.

The Insurance Council of Australia's General Insurance Code of Practice should help you understand your rights. Part 6 covers complaints.
You can go to the General Insurance Code of Practice here.

A new General Insurance Code of Practice comes into force on 18 July 2006. You can read about it here.

And, you may want to check the IOS web site for the list of insurers who have adopted the Code.

The general insurance industry's General Insurance Information Privacy Code may also help you.
Phone - 1300 780 808 (Aust-wide for cost of a local call)
31 Queen St Melbourne 3000 PO Box 561 Collins Street West Melbourne 8007
Phone: (03) 9629 0149
Fax: (03) 9621 2060

3/56 Pitt St Sydney 2000
Phone: (02) 9251 4456
Fax: (02) 9251 4453
Email link to IOS
IOS web site link

How to complain

Ring the IOS to speak with a consumer consultant. This service is free to you if you have a dispute with your insurance company, but a fee of $150 applies to disputes about third party claims.

For further information about the IOS process, click here to go to its web site