Travel Insurance
6. Internal Dispute Resolution
Authors: Staff Legal Eagle
Firm / Chambers:
Last updated: 25 Aug 2015
- Details about an insurer's internal dispute resolution processes should be available from the insurer’s website or in the Product Disclosure Statement (PDS). You can use this process to complain about the company, its staff or the treatment of your claim.
- This is the first step in the resolving your dispute and you must work through this before you can seek any external dispute resolution channels.
- If the insurer has all the relevant information and has completed an internal investigation they then have 15 business days to respond to your dispute. If more information is required the insurer will provide you with an alternative timeframe. If agreement cannot be reached about a timeframe you can lodge the dispute for external dispute resolution.
- If your dispute is not resolved within 45 days from the time you first raised a complaint or dispute to the insurer you can also progress the dispute to external dispute resolution.
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