What to do if you have a complaint?

VIZ (we/our/us) want to resolve any complaint you have as quickly as possible. If you have any cause for complaint about this insurance product, the service you have received or a claim, please contact us by either email, telephone or mail via:

• Email: complaints@vizinsurance.com.au
• Phone: 1300 216 226
• Post: PO Box 1118, Maroochydore, QLD 4558

To allow us to consider your complaint, the following information needs to be provided (where available):

1. Your name, address, email and telephone number;
2. Policy number, claim number and product type;
3. An explanation of the situation that led to the complaint; and
4. Copies of any supporting documentation you believe may assist us in addressing your complaint properly.

Your Complaint will be acknowledged once received. We will do our best to resolve your complaint and provide you with an outcome, or any relevant steps that will help us resolve your complaint.

If we have not resolved your complaint within 5 business days, or if you’re not satisfied with how we’ve tried to resolve it, your complaint will be escalated for an Internal Dispute Resolution (IDR) review. Following the review we will provide, in writing, our final decision. This will be provided within 30 calendar days of your complaint, unless we’ve requested an extension from you and you’ve agreed to give us more time.

If your complaint is not resolved in a manner satisfactory to you or we do not resolve your complaint within 30 calendar days of receiving it, you may refer the matter to the Australian Financial Complaints Authority (AFCA). The Australian Financial Complaints Authority contact details are:

• Phone: 1800 931 678
• Email: info@afca.org.au
• Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3000
• Website: www.afca.org.au

AFCA is an independent external dispute scheme.

AFCA will generally not consider a complaint unless it was submitted to AFCA before the earlier of the following time limits:

a) within six years of the date when the Complainant first became aware (or should reasonably have become aware) that they suffered the loss; and b) where, prior to submitting the complaint to AFCA, the Complainant was given an IDR Response in relation to the complaint from the Financial Firm - within two years of the date of that IDR Response.

Any decision AFCA makes is binding on us. AFCA has authority to review certain complaints. Please contact AFCA and they can advise if Your complaint is one they can consider.

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Viz Insurance PTY LTD (VIZ) ABN 49 615 973 487, AFSL 494857, acts as an agent under binding authority for RAC Insurance Pty Limited ABN 59 094 685 882, AFSL 231222 (RAC), the product issuer. VIZ receives a commission from RAC for policies issued which is a percentage of your premium.

We want to resolve any complaint you have as quickly as possible. If you are dissatisfied with our service in any way, contact us and we will attempt to resolve the matter.

In the unlikely event that Step 1 does not resolve the matter or you are not satisfied with the way your complaint has been dealt with, you should contact the Underwriter stated on your policy documents.

Any policies commencing prior to 1 June 2023 are underwritten by the Australia branch of Allied World Assurance Company Ltd ABN 54 163 304 907, AFSL 494857, the product issuer.