Complaints

We will handle all complaints in a fair, transparent and timely manner and in accordance with the General Insurance Code of Practice 2020.

Stage 1If you have a complaint, including in relation to our service, the cover provided under your policy, or the way you have been treated, we encourage you to let the claims officer you have been dealing with know so that they can assist in resolving the matter.

If you have not dealt with a claims officer, or you need to escalate the matter please lodge your dissatisfaction with us by contacting us by telephone, by mail, or by emailing us at claims@prosura.com.

We will respond to your request within fifteen (15) business days if we have all the information we need and have completed any investigation required.
Stage 2If you get our response and feel your issue has still not been resolved to your satisfaction, you can contact the Prosura Internal Dispute Resolution (IDR) representative at IDR@prosura.com or our mailing address and request that the IDR representative review your dispute.

You can also access the IDR representative through your claims officer.
External dispute resolution
If you disagree with the Prosura Insurance IDR representative’s decision, or your concerns have not been resolved within 45 days, you may contact the Australian Financial Complaints Authority (AFCA) for a review of our decision. AFCA is an independent external dispute resolution service. You can contact the service at 1800 931 678 (free call) or by email at info@afca.org.au. You can also visit the AFCA website at afca.org.au. There is no charge for this service.