Insurance Complaints Process

How to Make An Insurance Complaint

IMPORTANT NOTICE

Who to contact depends on when you took out the policy.

Policies Taken Out Before JAN 2023

Claims complaints go to Insurx.

Contact them via:

  • PH: 02 8233 3176

  • or by email

Policies Taken Out JAN 2023 Onwards

Claims complaints go to Assetinsure

Contact them via:

  • PH: 02 9251 8055

  • or by email

How to Make a General Complaint

Who to Contact

If you wish to complain about our services, contact Mercurien’s Complaints Officer by:

  • PH: 1800 002 010

  • Mail: Mercurien Insurance Pty Ltd

    C/Vital Addition
    Level 3, 360 Kent Street
    Sydney NSW 2000

  • or by email

The Process

We will acknowledge receipt of your complaint immediately and attempt to resolve it within 20 business days. Mercurien is a member of the Australian Financial Complaints Authority, an external dispute resolution scheme. If you are unsatisfied with the manner in which we handle your complaint, you are entitled to take your complaint to them. Their contact details are on their website at https://afca.org.au/