General Insurance Complaints

If you can’t find what you need below, please call us on 1800 804 016

If you experience a problem, aren’t satisfied with our products or services or a decision we’ve made, let us know so that we can help.

Contact us:

By email: customerservice@terrischeer.com.au

By phone: 1800 804 016

Complaints can usually be resolved on the spot or within 5 working days.

Internal Dispute Resolution Team

If we can’t resolve your complaint, or if you’d rather not contact the person who helped you originally, our Internal Dispute Resolution team is here to assist:

By email: idr@terrischeer.com.au
In writing: Terri Scheer Internal Dispute Resolution,
                   PO Box 14180,
                   Melbourne City Mail Centre VIC 8001

By phone: 1300 264 783

The Internal Dispute Resolution team will contact you if they require additional information or have reached a decision.

You’ll be informed of the progress and the timeframe for responding to your complaint.

Seek review by an external service

We aim to handle your complaint fairly and quickly. If you’re still unhappy, you may be able to access the services of the Australian Financial Complaints Authority (AFCA). They offer free, independent help to resolve financial services complaints.

AFCA has authority to hear certain complaints. Contact AFCA to confirm if they can assist you.

You can contact AFCA:

By phone: 1800 931 678

By email: info@afca.org.au
In writing: Australian Financial Complaints Authority
                   GPO Box 3,
                   Melbourne VIC 3001

By visiting: https://www.afca.org.au/

Do you need extra help to make a complaint?

We want to make it easy for you to make a complaint. Some people find written information hard to read or understand. That’s why we’ve created an Easy English Complaints Guide. It explains how to make a complaint and what will happen next.

If you require further assistance with making a complaint or understanding our complaints process, please visit Customers in need of extra support for more information.

Further information

For more information on complaints management, see our Suncorp Complaints Management Policy.

Terri Scheer is a signatory to the General Insurance Code of Practice. The Code Governance Committee is an independent body which monitors and enforces the Code and has powers to impose sanctions on Code Subscribers for non-compliance.

If you have found a potential security vulnerability that may impact the confidentiality, integrity or availability of Suncorp's information, systems, or services, please visit our Vulnerability Disclosure Program page.