CALL 13 13 26

Consumer Appeals

Just Car Insurance's Complaint Resolution Process

How we will deal with a complaint

If you have a complaint about our products or services (even if through one of our service providers) or our complaints resolution process, please let us know so that we can help.

You can contact us:

By phone   13 13 26
By email   contactus@justcarinsurance.com.au
In writing   GPO Box 4663, Melbourne, Victoria 3001


Please include the full details of your complaint and explain what you would like us to do.

When we receive your complaint, we will consider all the facts and attempt to resolve your complaint by the end of the next business day. If we are not able to resolve the matter to your satisfaction, it will be referred to the relevant team leader or manager, who will review your complaint and contact you within 5 business days with their decision.

If you remain dissatisfied the matter will be referred to our Internal Dispute Resolution (IDR) team. Our IDR team will review your complaint, and provide you with their final decision within 15 business days of your complaint being referred to them. You can contact our IDR team:

By phone 1300 241 294 (local call cost from a landline)
9am to 5pm AEST Monday to Friday
By email idr@justcarinsurance.com.au
In writing Internal Dispute Resolution
Just Car Insurance
PO Box 14180
Melbourne City Mail Centre, Victoria 8001
By fax 1300 316 047


If we require additional information for our assessment or investigation of your complaint, we will agree with you a reasonable alternative timeframe to resolve your complaint.

If we are unable to resolve your complaint within 45 days, you may take your complaint to the Financial Ombudsman Service (FOS) Australia, even if we are still considering it. The contact details for the FOS are shown below.

What if you are not satisfied with our final IDR decision?

We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you may be able to access the services of the FOS. The FOS is an independent external dispute scheme and their service is free to you. Any decision the FOS makes is binding on us, provided you also accept the decision. You do not have to accept their decision and you have the option of seeking remedies elsewhere.

The FOS is available to customers and certain third parties who fall within their terms of reference.

The FOS will advise if they can help you.

You can contact FOS:

By phone 1800 367 287 (free call)
By email info@fos.org.au
In writing Financial Ombudsman Service (FOS) Australia Limited
GPO Box 3
Melbourne VIC 3001
By visiting www.fos.org.au
By fax (03) 9613 6399