How to contact us with a complaint

Let us know

If you experience a problem, aren’t satisfied with our products or services or a decision we’ve made, let us know so that we can help.

Contact us:

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

Funeral and Injury Insurance

  • Postal: Apia Life Customer Service
    GPO Box 68
    Sydney NSW 2001

Find out more about our  Complaints Handing Process here.

In most circumstances, your complaint will be acknowledged within 1 business day and can usually be resolved within 5 business days.

What accessibility options are available to me when making a complaint?​

​We want you to be able to make a complaint as easy as possible. Many people may find it hard to read and understand written information. We have created an Easy English Complaints Guide to help explain how to make a complaint and what happens if you do.

If you require further assistance with making a complaint or understanding our complaints process please visit Customers In Need Of Extra Support for more information.

Review by our Customer Relations Team

If we’re not able to resolve your complaint or you would prefer not to contact the people who provided your initial service, our Customer Relations team can assist:

Home & Contents, Landlord, Car, Caravan, Travel, Motorcycle, Motorhome, Health, NSW CTP and ACT MAI Insurance

  • In writing: Apia Customer Relations Team,
    PO Box 14180,
    Melbourne City Mail Centre VIC 3001

Funeral and Injury Insurance

  • Postal: Apia Life Customer Service
    GPO Box 68
    Sydney NSW 2001

Customer Relations will contact you if they require additional information or if they’ve reached a decision.

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

We will provide you with an outcome within 30 calendar days from when we first received your complaint.

If you need more help on how to make a complaint you can access more information here.

Apia's Culture Principles - Managing Complaints

Our culture principles guide our people and those who represent us on how we work together, make decisions and meet our customers’ needs. This includes when we are managing complaints.

If you would like to learn more about our Culture Principles, you can access more information here.

Seek review by an external service

Insurance

We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you may be able to access the services of the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. Any determination AFCA makes is binding on us, provided you accept the determination. You do not have to accept their determination and you have the option of seeking remedies elsewhere.

Australian Financial Complaints Authority (AFCA)

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

  • or in writing at: Australian Financial Complaints Authority
    – GPO Box 3,
    Melbourne VIC 3001.

Health Insurance

Private Health Insurance Ombudsman Service (PHIO)

In the event that you are not satisfied with the outcome of your complaint, you can contact the Private Health Insurance Ombudsman (PHIO)

For more information about PHIO visit: www.privatehealth.gov.au

  • Postal: Private Health Insurance Ombudsman
    Commonwealth Ombudsman
    GPO Box 442
    Canberra ACT 2601

NSW Compulsory Third Party (CTP) Policies

State Insurance Regulatory Authority (SIRA)

Complaints in relation to an insurers product, services, staff:

  • Post: State Insurance Regulatory Authority
    Level 6, McKell Building
    2-24 Rawson Place
    Sydney NSW 2000
    or DX 1517 Sydney

Privacy

Office of the Australian Information Commissioner (OAIC)

Privacy complaints must be made in writing

  • Postal: Director of Compliance
    Office of the Australian
    Information Commissioner
    GPO Box 5218
    Sydney NSW 2001

ACT Motor Accident Injuries (MAI) Insurance

ACT Motor Accident Injuries (MAI) Commission

  • Post: ACT Motor Accident Injuries Commission Chief Minister,
    Treasury and Economic Development Directorate
    GPO Box 158 Canberra ACT 2601

NSW CTP Insurance Claims

Independent Review Officer (IRO)

We are committed to resolve your complaint in a timely and fair manner. However, if you remain dissatisfied with our response you can lodge a complaint with the Independent Review Officer.

The Personal Injury Commission Act 2020 (PICA) provides for the Independent Review Officer (IRO) to deal with complaints from claimants about any acts or omission of an insurer that affects their entitlements, rights, or obligations under workers compensation and motor accident legislation. 

You can lodge a complaint by telephone, by email or through the IRO online form.

If you disagree with an insurers decision you can raise a dispute with the Personal Injury Commission here:

CTP Green Slip insurance is issued by AAI Limited ABN 48 005 297 807 trading as GIO. Australian Pensioners Insurance Agency Pty Limited ABN 14 099 650 996 (Apia) acts as an agent and authorised representative of GIO.

Further Information​

For further information, visit our Suncorp Complaints Management Policy in relation to complaints management.

Apia is a signatory to the General Insurance Code of Practice

If you have found a potential security vulnerability that may impact the confidentiality, integrity or availability of Suncorp's information, systems, or services, please visit our Vulnerability Disclosure Program page.

Customer Relations Complaints

  2. Product*
  3. Owner
  4. Contact details
  6. Existing customer
  7. Claims
  10. Submit

* denotes required field

To have your information reviewed by a consultant, please fill out the following questions to the best of your ability. Providing more information will help us to assist with your enquiry as quickly as possible. If your complaint is about a claim, please select Claims from the product list.

Policy holder

If you're not the Apia policy holder, please put the name of the Apia policy holder involved in this complaint.

Policy number example

  • Home Insurance: API123456789 or HAD123456789
  • Car Insurance: MVA123456789
  • Caravan Insurance: CVA123456789
  • NSW CTP Green Slip Insurance: CTN123456789
  • ACT MAI Insurance: CTT123456789
  • Motorcycle: MCC123456789

Claim number example

  • M012345678
  • H012345678
  • K012345678

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Cookie and Data Policy
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AAI Limited
Australian Pensioners Insurance Agency Pty Ltd (Apia) ABN 14 099 650 996 AR 239591 is an authorised representative of AAI Limited ABN 48 005 297 807 AFSL 230859 (AAI), the issuer of Home, Landlord, Car, Motorcycle, Caravan, Motorhome, Boat, Travel, Compulsory Third Party Personal Injury (CTP) Insurance and Motor Accident Injuries Insurance (MAI Insurance). Registered Office: Level 23, 80 Ann Street, Brisbane QLD 4000.

Any advice provided is general advice only and has been prepared without taking into account any person's particular objectives, financial situation or needs, consider whether it is appropriate for you before acting on it. Read the Product Disclosure Statement (and any related documents) before making a decision about general insurance. The Target Market Determination is also available

Health Insurance
Apia Health Insurance is issued by nib health funds limited ABN 83 000 124 381 (nib), a registered private health insurer, and is marketed by Platform CoVentures Pty Ltd ABN 82 626 829 623 (PC), a Suncorp Group company. PC is an authorised agent of nib and receives commission from nib.

This content is current for Home and Contents, Home and Contents Extra, Village Style Residence, Apartment Style Residence, Assisted Living Residence, Landlord, Car Advantage, Motorcycle, Caravan, Motorhome and Boat Insurance policies commenced or renewed on or after 23 March 2021.

Funeral Insurance

Apia Funeral Insurance is issued by TAL Life Limited ABN 70 050 109 450 AFSL 237848 (TAL Life) which is part of the TAL Dai-ichi Life Australia Pty Limited ABN 97 150 070 483 group of companies (TAL). TAL is not part of the Suncorp Group. TAL Life uses the Apia brand under licence from the Suncorp Group. The different entities of TAL and the Suncorp Group of companies are not responsible for, or liable in respect of, products and services provided by the other.

Any advice on this page in connection with the Life products is general in nature and is provided by Platform Ventures Pty Ltd ABN 35 626 745 177 AFS Representative Number 001266101 (PV). PV is part of the Suncorp Group and an authorised representative of TAL Direct Pty Limited ABN 39 084 666 017 AFSL 243260 (TAL Direct). General advice does not take into account your individual needs, objectives or financial situation. Before you decide to buy or to continue to hold a Life Product you must read the relevant Product Disclosure Statement. The Target Market Determination (TMD) for the product is also available.

TAL Life is proud to have adopted the Life Insurance Code of Practice (Code). The Code has been developed voluntarily by the Life Insurance industry to promote high standards of service to consumers, provide a benchmark of consistency within the industry, and establish a framework for professional behaviour and responsibilities.