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How to complain about your insurer
A denied claim, endless assessment delays, promises on the phone that vanish in writing. Insurance complaints are won on timelines and paper trails — here's how to build one that has to be answered.
The five steps that get complaints answered
Complain to the insurer's internal dispute resolution first
Every Australian insurer must have an IDR process, with up to 30 days to respond to most complaints. Put it in writing, quote your policy and claim numbers, and ask for a complaint reference.
Reconstruct the timeline
What was promised, by whom, on which date — and what actually happened. Screenshots of chats, call dates, emails and letters are the spine of an insurance complaint. If an assessor or representative made a commitment, quote their exact words.
Name the failures as specific circumstances
The claim was mishandled; you were left waiting past their own stated timeframes; statements made to you weren't true; you asked for it to be fixed and were ignored. Precise claims get investigated; general unhappiness gets a template reply.
State the outcome and the clock
Claim paid, decision reviewed, delay compensated, or a written explanation of exactly which policy term was applied. Ask for a response within their published complaint timeframe.
Escalate free of charge
General and life insurance: AFCA (afca.org.au) — free and binding on the insurer. Private health insurance: the Commonwealth Ombudsman (ombudsman.gov.au) handles health-fund complaints once you've given the fund a chance to respond.
Or let Trumis do all five steps in one conversation
Tell Trumis what happened in your own words — any language, even screenshots of your chats. It drafts the formal complaint with the particulars, your confirmed circumstances and your evidence attached, addresses it to their complaints team, and tracks the response clock so you know exactly when to escalate — and points you to AFCA (general/life insurance) or the Commonwealth Ombudsman (private health funds) if they stay quiet. Free — no account, encrypted intake records retained for up to 24 months.
no server-side complaint history. Talk to Trumis →Common questions
Where do I escalate a private health insurance complaint?
The Commonwealth Ombudsman handles private health insurance complaints in Australia — free — once you've complained to the fund first. General and life insurance complaints go to AFCA.
How long does an insurer have to respond to my complaint?
Most complaints must receive a response within 30 calendar days under the industry's dispute-resolution rules. Claims-handling delays themselves can also be the subject of the complaint.
What should an insurance complaint include?
Policy and claim numbers, a dated timeline of every contact, exact quotes of what you were told, the specific failures you're claiming, the outcome you want, and copies of your evidence.
Reviewed 24 July 2026. Check the insurer’s current internal dispute process and the AFCA or Commonwealth Ombudsman guidance before escalating. General information only.