Our Commitment to You
At Claimhouse, we are committed to resolving complaints fairly, honestly, and as quickly as possible. This procedure explains how we handle complaints in line with ASIC’s Regulatory Guide 271: Internal Dispute Resolution (IDR).
We take your concerns seriously and use all complaint feedback to improve our services and meet our legal and professional obligations.
1. Acknowledging Your Complaint
When you lodge a complaint, we will acknowledge it within 24 hours (or as soon as reasonably practicable). You can make a complaint via:
- Email (at claims@claimhouse.au)
- Phone (on 0482 075 582)
- Our website (using the form above)
- Social media
If your complaint is straightforward, we may be able to resolve it immediately at first contact.
2. Assessing and Investigating
We will treat your complaint fairly and with care.
If we need more information, we’ll contact you. We may also coordinate with third parties or representatives if required. Throughout the process, we keep clear records of what we’ve considered and why.
3. Resolving Your Complaint
If possible, we aim to resolve your complaint within 5 business days.
If we can resolve it to your satisfaction and you don’t request a written response, we will close the complaint informally and confirm this with you. You are always welcome to request a written outcome if you wish.
If the matter is more complex or we need more time, we’ll let you know and proceed to the next step.
4. Providing a Written Response (IDR Response)
If your complaint is not resolved within 5 business days, we’ll provide a formal Internal Dispute Resolution (IDR) response.
We will send this within:
- 30 calendar days for most complaints
- 21 calendar days for complaints about financial hardship, default notices, or credit-related issues
Our written response will explain:
- The outcome of your complaint
- The reasons for our decision
- Your right to escalate the complaint (including to AFCA, if applicable)
5. Learning from Complaints
We regularly analyse complaint data to identify any trends or systemic issues and report these to management to help improve our service.
Not Satisfied?
If you’re unhappy with the outcome, or if we haven’t resolved your complaint within the required timeframe, you can contact the Australian Financial Complaints Authority (AFCA) – a free and independent service:
- Website: www.afca.org.au
- Phone: 1800 931 678
- Email: info@afca.org.au
If you’d like a copy of this complaints procedure in another format, or have questions about any part of the process, please contact us at claims@claimhouse.au or call 0482 075 582.