Premium reviews

We understand that from time to time, you may have concerns about your premium. Rest assured, we are here to assist you.

What can you do?

Contact your Account Manager directly, or on 1800 810 213. We will listen to your concerns and attempt to resolve the issue.

If we are unable to resolve your concerns, we will refer you to our underwriting team for review.

What you can expect from us

Understanding & Guidance

• We will provide you with an Acknowledgement Email within 48 business hours.
• We will put your premium payment on hold while it is under review.

Timeframes

• We will let you know upfront how long it will take to reach a final determination. In most cases, this will be up to 15 business days, unless a more complex review is required.
• If there are any delays, we will contact you with an update on our progress and negotiate an agreed resolution time with you.

Consultative dispute process

• We will provide guidance to all parties involved on what information we need, or what action is required to assist with our review.
• We will work with you and keep you fully informed until a final determination is made.

What we need from you

• We will let you know at the start of your review exactly what information we require.
• We ask that you provide us with this information quickly, so we can reach a solution for you as efficiently as possible.