Complaints handling process

We aim to provide you with the highest level of customer service and ensure any enquiries or complaints are attended to promptly and resolved as fairly as possible. If you have a complaint about your insurance or the service we've provided or if you are experiencing financial hardship, please contact us to let us know. We will do all we can to resolve your complaint as quickly as possible.

Step 1. Contact our team

Please contact our Customer Service Centre to discuss your concerns.

Phone: 1300 305 515. Our team are available Monday to Friday, 9:00am-5:00pm (AEST)

Email: Inbound.au@aegon.com

Mail: PO BOX 20457 World Square NSW 2002

We will acknowledge receipt of your complaint and will attempt to resolve it straight away. If we are unable to resolve your concerns, your complaint will progress to Step 2.

Step 2. Contact the Internal Dispute Resolution (IDR) team

If our Customer Service Representative cannot resolve your complaint straight away, they will escalate your complaint to our IDR team. You may also contact our IDR team directly on:

Email: CustomerResolutions@aegon.com

Post: Customer Resolutions PO BOX 20457 World Square NSW 2002

To assist us deal with your complaint quickly, please include the following information:

• The word 'Complaint' in the heading or subject line
• Your name and contact details, including your daytime phone number and email address
• Details of your complaint
• Copies of any relevant documents
• Your desired outcome

We recommend you keep a copy of your complaint and original documents for your records.

We will attempt to resolve your complaint within 5 days of receipt. If your complaint takes longer than this to resolve, we’ll explain the delay, keep you updated and remain in contact with you until it is resolved.

We will aim to resolve your complaint within 30 days.

If we are unable to resolve your complaint within the maximum period, we will inform you of the reasons for the delay and let you know when we expect to provide a response to your complaint. If you are unhappy with the delay, you can escalate your complaint to an external organisation as outlined in step 3 below.

Step 3. Contact an external organisation

The Australian Financial Complaints Authority (AFCA) provides fair and independent financial services complaint resolution that is free to consumers. If your complaint has not been resolved to your complete satisfaction, you can lodge a complaint with AFCA:

Website: www.afca.org.au

Email: info@afca.org.au

Telephone: 1800 931 678 (free call)

In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Please quote Aegon’s membership number 11525 in all enquiries. Time limits may apply to complain to AFCA and so you should act promptly. You may wish to consult the AFCA website or contact AFCA directly to find out if there is a time limit on lodging a complaint with AFCA.

Can someone else make a complaint on my behalf?

Yes. To protect your privacy, you will need to give us written confirmation that you have authorised another person to assist you with your complaint and act on your behalf. You can amend or withdraw this authorisation at any time.