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

How we handle complaints
Prosura welcomes every opportunity to improve customer experiences and encourages you to contact us if you’re unhappy with our service or products. You can raise a complaint by contacting our Customer Service team. We will acknowledge your complaint within one business day of receiving it, or as soon as possible.
Internal Dispute Resolution (IDR) Process
Step 1If we can’t immediately resolve your complaint, we’ll arrange for our Customer Resolutions team to contact you within two (2) business days. The Customer Resolutions team will work as quickly as possible to investigate your complaint in a fair and efficient way.
Step 2If the Customer Resolutions team can’t resolve your complaint, it will be reviewed by our IDR Committee. The IDR Committee is made up of representatives from various parts of the business. We will review your complaint in an objective and fair way. The IDR Committee will send you a written IDR response no later than 30 calendar days from the date you first lodged your complaint. If the IDR Committee cannot meet this timeframe, we will tell you why.
External dispute resolution
If you remain dissatisfied, you can contact the Australian Financial Complaints Authority (AFCA) on the details set out below. AFCA is free to consumers and provides fair and independent financial services complaint resolution. 

Phone: 1800 931 678 (free call) | Email: | Website: In writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001