Sales and Service:
Mon-Fri 8.00am to 8.00pm (AEDT)
Sat: 8.00am to 5.30pm (AEDT)
New Claims:
Always Open – 24/7
Existing Claim Enquiries:
Mon-Fri 8.00am to 7.00pm (AEDT)
Sat: 8.00am to 5.00pm (AEDT)
If you experience a problem, are not satisfied with our products or services, about how we collect, hold, use or disclose your personal information or a privacy related issue such as refusal to provide access or correction, please let us know so that we can help. Contact us:
CIL Insurance
GPO BOX 1831
Brisbane QLD 4001
In most circumstances, your complaint will be acknowledged within 1 business day and can usually be resolved within 5 business days.
We want you to be able to make a complaint as easy as possible. Many people may find it hard to read and understand written information. We have created an Easy English Complaints Guide to help explain how to make a complaint and what happens if you do.
If you require further assistance with making a complaint or understanding our complaints process please visit Customers In Need Of Extra Support for more information.
If we are not able to resolve your complaint or you would prefer not to contact the people who provided your initial service, our Customer Relations team can assist. Here’s how to contact our Customer Relations Team:
CIL Customer Relations
PO Box 14180
Melbourne City Mail Centre VIC 8001
Customer Relations will contact you if they require additional information or if they have reached a decision. When responding to your complaint, you will be informed of the progress and the timeframe for responding to your complaint.
We will provide you with an outcome within 30 calendar days from when we first received your complaint.
More help on how to make a complaint (PDF 195KB)
Our culture principles guide our people and those who represent us, on how we work together, make decisions and meet our customers’ needs. This includes when we are managing complaints.
We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you may be able to access the following external dispute resolution services.
AFCA provides fair and independent financial services complaint resolution that is free to consumers and small businesses. Any determination AFCA makes is binding on us, provided you also accept the determination. You do not have to accept their determination and you have the option of seeking remedies elsewhere. AFCA has the authority to hear certain complaints. Here is how you can contact AFCA and confirm if they can assist you.
1800 931 678 (free call)
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Privacy complaints must be made in writing.
Office of the Australian Information Commissioner
GPO Box 5218, Sydney NSW 2001
Fax
02 9284 9666
www.oaic.gov.au (online complaint form available)
For further information, visit our Suncorp Complaints Management Policy in relation to complaints management.
