If you have any complaints about the service provided to you, please contact the Complaints Manager:
HQ Insurance Pty Ltd
PO Box 1329
North Sydney NSW 2059
(02) 8913 1640
We will acknowledge your complaint within one business day and do our best to resolve the complaint to your satisfaction within 10 business days. You will be provided updates at least every 10 business days.
If we cannot resolve your complaint to your satisfaction within 10 business days and your policy is underwritten by Certain Underwriters at Lloyd’s, we will escalate the matter to Lloyd’s Australia who will review the complaint. You can access Lloyd’s ‘What to do if you have a complaint’ leaflet here.
If your complaint remains unresolved after 30 calendar days, you may be able to refer your complaint to the Australian Financial Complaints Authority (AFCA) under the terms of the General Insurance Code of Practice. This is a free service. AFCA’s contact details are:
1800 931 678
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001