All Categories ​>​ ​Home Insurance ​ > ​ ​Making a claim ​ > ​ ​Claims assessment, settlement, repairs etc. ​>​ How do I complain about the decision to deny my home insurance claim?

How do I complain about the decision to deny my home insurance claim?

If you’re unhappy with any decisions or actions — including a denied claim — you may make a complaint.

Qantas Insurance’s complaints process is as follows:

Step 1: Speak to us

We want to resolve any complaint or dispute for you as quickly as possible. The best place to start is to contact our customer service team.

Step 2: Our team will help you

We will acknowledge your complaint within 24 hours of receiving it or as soon as practicable.

Our team will try to resolve your complaint immediately and will provide you with a unique reference number.

If we are unable to resolve your complaint to your satisfaction within 5 business days, we will escalate it to our Customer Disputes Resolution Team for review.

Step 3: If we can't agree, you can seek an independent review

If you are dissatisfied with our final decision, you can complain to the Australian Financial Complaints Authority (AFCA). What to do before you complain to AFCA.

Find out more about how to complain to Qantas Insurance.

Was this information helpful?

Powered by HelpDocs (opens in a new tab)