Complaints & Disputes

We are committed to resolving enquiries or complaints as quickly and as fairly as possible.

If you wish to make a complaint about our service, our products or a claim, simply contact us and ask to speak to the manager of the section handling your claim or policy.

If you are not satisfied with our response to your complaint, you can ask to have the matter referred to our internal dispute resolution process. Your complaint will be reviewed by our Complaints Officer and our Complaints Review Panel, who will write to you within 15 working days advising the outcome of the review and reasons for the decision.

If you are not satisfied with the outcome of this process, you may elect to have the matter heard by an independent external resolution facility. We will provide details of our external dispute resolution facility as part of the information we provided to you in our review of your complaint.

Our complaints and disputes procedures follow the requirements of the General Insurance Code of Practice.

Should you have an enquiry or complaint

Any enquiry or complaint relating to an insurance policy,
a claim or a related matter should be in writing and addressed in confidence to:

Attention: The Complaints Officer
Epsilon Underwriting Agencies, Suite 401, Level 4, 68 York Street, Sydney NSW 2001

Visit www.codeofpractice.com.au for more information about the Code of Practice.


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