General Insurance Complaints

By phone: 13 46 46

By email: Email form

Complaints can usually be resolved on the spot or within 5 working days.  

Internal Dispute Resolution Team

If we can’t resolve your complaint, or if you’d rather not contact the person who helped you originally, our Internal Dispute Resolution team is here to assist:

By email: idr@shannons.com.au

In writing:
Shannons Internal Dispute Resolution
PO Box 14180
Melbourne City Mail Centre VIC 8001

By phone: 1300 240 664

The Internal Dispute Resolution team will contact you if they require additional information or have reached a decision. 

You’ll be informed of the progress and the timeframe for responding to your complaint. 

Seek review by an external service

We aim to handle your complaint fairly and quickly. If you’re still unhappy, you may be able to access the services of the Australian Financial Complaints Authority (AFCA). They offer free, independent help to resolve financial services complaints.

AFCA has authority to hear certain complaints. Contact AFCA to confirm if they can assist you.

You can contact AFCA:

By phone: 1800 931 678
By email: info@afca.org.au
In writing: 
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
By visiting: www.afca.org.au

Do you need extra help to make a complaint?

We want to make it easy for you to make a complaint. Some people find written information hard to read or understand. That’s why we’ve created an Easy English Complaints Guide. It explains how to make a complaint and what will happen next.

If you require further assistance with making a complaint or understanding our complaints process, please visit our Customers in need of extra support page for more information.

Further information

For more information on complaints management, see our Suncorp Group Complaints Management Policy.

Shannons Pty Limited ABN 91 692 636 is an authorised representative of AAI Limited ABN 48 005 297 807, the product issuer. AAI Limited is a signatory to the General Insurance Code of Practice. The Code Governance Committee is an independent body which monitors and enforces the Code and has powers to impose sanctions on Code Subscribers for non-compliance.

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