Complaints Policy

Our Commitment to You

At Insure Me For Life, we are committed to providing you with quality service. However, we understand that sometimes things may not go as expected.

If you have a complaint about our services, we want to hear from you. We take all complaints seriously and are committed to resolving them fairly, efficiently, and in a timely manner.

What is a Complaint?

A complaint is an expression of dissatisfaction about any aspect of our service, including:

• The quality or timeliness of our service or the general advice you received
• How we have handled your insurance application or claim
• Communication or responsiveness issues
• Concerns about fees or commissions
• Privacy or confidentiality concerns
• Any other aspect of our professional conduct

If you are unsure whether your concern qualifies as a complaint, please contact us anyway. We are here to help.

Step 1: Internal Complaints Process

How to Make a Complaint

You can raise a complaint directly with your adviser, or go straight to the licensee's Complaints Manager. The licensee's contact details below are as printed in the Financial Services Guide.

What Information to Provide

To help us investigate your complaint efficiently, please provide:

• Your name and contact details
• Details of your complaint (what happened, when, who was involved)
• Any relevant documentation or evidence
• What outcome you are seeking
• Your policy number or application reference (if applicable)

Our Response Timeline

How We Handle Your Complaint

When you lodge a complaint, we will:

1. Acknowledge receipt promptly
2. Assign your complaint to an appropriate person for investigation
3. Review all relevant facts, documentation, and circumstances
4. Contact you if we need more information or clarification
5. Keep you informed of progress throughout the process
6. Provide a written response with our findings and decision
7. Explain your right to escalate if you are not satisfied

Step 2: External Dispute Resolution (AFCA)

About AFCA

The Australian Financial Complaints Authority (AFCA) is an independent external dispute resolution scheme approved by the Australian Securities and Investments Commission (ASIC).

AFCA provides:

• Free, fair, and independent dispute resolution
• No cost to consumers
• Binding decisions on financial service providers
• An alternative to court proceedings

AFCA Contact Details

Time Limits for AFCA Complaints

AFCA can generally only consider complaints lodged within:

• 2 years from when you first became aware of the issue, or
• 6 years from when the issue occurred

AFCA may extend these time limits in certain circumstances. If you are unsure whether your complaint is within time, contact AFCA directly.

Complaints About an Insurer or a Claim Decision

The process above covers complaints about our service. If your complaint is about an insurer, for example a claim decision, a claim delay, or how a policy has been administered, the pathway is similar but runs through the insurer:

1. Raise the issue with the insurer's internal dispute resolution (IDR) team. Every Australian life insurer must operate one, and we can help you prepare and lodge the complaint.
2. If the insurer does not resolve it, you can escalate to AFCA using the contact details above. AFCA handles complaints about insurers as well as about advisers and brokers, at no cost to you.

If you are dealing with a delayed or declined claim, see our claims support page for how we help through that process.

Our Commitment to Continuous Improvement

We view complaints as valuable feedback that helps us improve our services. We are committed to:

• Learning from complaints to prevent similar issues in the future
• Identifying trends and systemic issues in our processes
• Implementing changes to improve service quality
• Updating our processes and training based on complaint insights
• Regularly reviewing our complaints handling procedures

Privacy and Confidentiality

All complaints are handled with strict confidentiality. Personal information provided in connection with your complaint will only be used for:

• Investigating and resolving your complaint
• Reporting to our AFSL holder (Consilium Advice Australia) as required
• Complying with legal and regulatory obligations

Your information will not be disclosed to third parties except as required by law or with your consent. See our Privacy Policy for more details.

Questions About This Policy?

If you have any questions about our complaints handling process, please contact us: