Customer Relations

Dispute Resolution Procedures

A dispute means an unresolved complaint about a product or service of an insurer. It is an expression of dissatisfaction conveyed to an insurer together with a request that the insurer remedies the complaint.

The insurer must:

  • Have a fully documented internal process for resolving a complaint
  • Make the process readily accessible by consumers and free of charge
  • Ensure that the internal process provides a fair and timely method of handling a dispute
  • Will respond to complaints within 15 business days provided all necessary information is provided and have completed any investigation required
  • Establish procedures for the monitoring of complaints
  • make available general descriptive information (eg brochures) on the handling of a complaint and the time period that the insurer will meet to respond to and resolve a complaint

If the complaint is not resolved to the customer's satisfaction, it can be referred to the Australian Financial Complaints Authority (AFCA). The insurer is obligated to provide the customer with contact details for this service.

Dealing with Your Complaints and Disputes

As a member of Australian Financial Complaints Authority (AFCA), we are committed to the General Insurance Code of Practice.

If you have a complaint or dispute with MTA Insurance regarding a policy or claim the information below will provide you with details of how MTA Insurance will handle the dispute or complaints.

A requirement of Australian Financial Complaints Authority (AFCA) is that before they will review a complaint or dispute on your behalf, the matter must first be reviewed by MTA Insurance.

Disputes/Complaint Handling Procedure.

The contact details for MTA Insurance are:
PO Box 1453
IPC: 4GI109
Brisbane QLD 4001
Phone: (07) 3340 2700
Toll Free: 1800 634 294
Fax: (07) 3031 2862
Email: enquiries@mtai.com.au

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