INSURANCE COMPLAINTS PROCESS
HOW TO MAKE AN INSURANCE COMPLAINT
IMPORTANT NOTICE
Who to contact depends on when you took out the policy.
POLICIES TAKEN OUT BEFORE JAN 2023
Claims complaints go to Insurx.
Contact them via:
PH: 02 8233 3176
or by email
POLICIES TAKEN OUT JAN 2023 ONWARDS
Claims complaints go to Assetinsure
Contact them via:
PH: 02 9251 8055
or by email
HOW TO MAKE A GENERAL COMPLAINT
Who to Contact
If you wish to complain about our services, contact Mercurien’s Complaints Officer by:
PH: 1800 002 010
Mail: Mercurien Insurance Pty Ltd
C/Vital Addition
Level 3, 360 Kent Street
Sydney NSW 2000or by email
The Process
We will acknowledge receipt of your complaint immediately and attempt to resolve it within 20 business days. Mercurien is a member of the Australian Financial Complaints Authority, an external dispute resolution scheme. If you are unsatisfied with the manner in which we handle your complaint, you are entitled to take your complaint to them. Their contact details are on their website at https://afca.org.au/