At TrueCover, we are fully committed to providing our customers with a great insurance experience.  We are open to hearing any feedback on our products, service or actions.  Your feedback will benefit other customers as we take the opportunity to improve our own systems and processes.  If you have a complaint or dispute, we encourage you to contact us so we can resolve it quickly. 

Step 1 – First Contact Resolution

If you’d like to make a complaint, please contact our Customer Service team on 1300 800 900.  We will endeavour to resolve your complaint during this first call.  You can also contact the team at [email protected].  If you require additional assistance in lodging a complaint, please visit Customer Care.

When we receive your complaint, we’ll acknowledge the complaint and contact you within two business days. The Customer Service team will work as quickly as possible to investigate your complaint in a fair and efficient way.  If we need more time or information, we’ll let you know.

Step 2 – Internal Dispute Resolution

If our Customer Service team is unable to resolve your complaint, or you are not satisfied, your complaint will be referred to the Internal Dispute Resolution Team.  You will be given the contact details of the person handling your complaint and receive regular status updates.  You are free to contact them at any stage during the process.

You will receive a written response within 30 days of making the initial complaint.  If we know you are a vulnerable customer or experiencing financial hardship, we will prioritise your complaint.

Step 3 – External Dispute Resolution

If you are not satisfied, or we have taken more than 30 days to respond, you can also contact the Australian Financial Complaints Authority (AFCA).  AFCA independently resolves disputes between financial services providers and their customers.  TrueCover is a member of AFCA.  Its decisions are binding on us.  AFCA can be contacted directly at:

Phone: 1800 931 678
Email: [email protected]
Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001