How to contact us with a complaint

If you have a complaint about our organisation, products, services, staff or the handling of a complaint, please contact us using the steps described below. We take your concerns seriously and will do all we can to assist you as quickly as possible.

Step 1:

The easiest way to raise your concerns is by contacting us on 13 65 25 or emailing our Early Resolution Team directly. One of our consultants may be able to resolve the issue immediately, or within five business days.

Phone:

13 65 25 or Toll free 1800 062 061, 8.30am to 6pm (AEST/AEDT), Monday to Friday.

International +612 9121 6500 (charges apply)

Email:

resolve@mlcinsurance.com.au

To help us resolve your complaint quickly, please include the following information:

your MLC Life Insurance Policy Number
your name and contact details, including your daytime phone number and email address
details of your complaint
copies of any relevant documents, and
your desired outcome.

We recommend you keep a copy of your complaint and original documents for your records. One of our consultants will acknowledge your email, by contacting you within 24 hours (next business day) to discuss your concerns. While we’re able to resolve most complaints within five business days, we’ll let you know if we need more time. If we haven’t resolved your complaint within this timeframe, or if you’re not satisfied with our response, we will refer your complaint to our Internal Complaints Resolution Team.

Step 2:

Internal Complaints Resolution Team

Our Internal Complaints Resolution Team, will manage your complaint if it has not been resolved to your satisfaction within the first five business days. Any complaints relating to financial hardship, decision of an insurance claim or the value of an insurance claim will only be managed by our Internal Complaints Resolution Team. You can contact the Internal Complaints Resolution Team also via email resolve@mlcinsurance.com.au or

The Complaint Manager

MLC Life Insurance Resolve

PO Box 23501

Docklands VIC 3008

We’ll acknowledge receipt of your complaint within 24 hours (or the next business day). Our acknowledgement will include:

your unique IDR complaints reference number
your policy number/s, and
the timeframe in which we’ll aim to resolve your complaint.

To assist with the investigation, we’ll contact you to discuss your complaint in more detail and provide you with the contact details of the consultant who will be managing your complaint.

We’ll provide you with a written response to your complaint which will explain:

the outcome of your complaint
the reasons for our decision
how you can access any documents considered, and
how you can escalate the complaint to the Australian Financial Complaints Authority if your complaint has not been resolved to your complete satisfaction (as outlined in step 3).

We’ll do our best to resolve your complaint as quickly as possible. The law allows up to 45 days to address superannuation or traditional trustee services complaints, and 30 days for other products and services. If we’re unable to resolve your complaint within the maximum period, we’ll inform you of the reasons for the delay and let you know when we expect to provide a response to your complaint.

If we haven’t responded within the maximum period, or you're not satisfied with our response, you can escalate your complaint to the Australian Financial Complaints Authority as outlined in step 3 below.

MLC Life Insurance subscribes to the Life Insurance Code of Practice. You can access the Code at www.mlcinsurance.com.au/code-of-practice.

Step 3:

Australian Financial Complaints Authority

The Australian Financial Complaints Authority (AFCA) is an independent organisation that provides fair and independent financial services complaint resolution services. This service is free to consumers.

If your complaint has not been resolved to your complete satisfaction, you can lodge a complaint with AFCA.

Website: afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678 (free call)

In writing:

Australian Financial Complaints Authority

GPO Box 3

Melbourne VIC 3001

FAQs

Do you need assistance to make a complaint?

If you need assistance due to a speech or hearing impairment, you can use the National Relay Service. 

The Translating and Interpreting Service (TIS National) provides interpreting services to people who do not speak English and to agencies and businesses that need to communicate with their non-English speaking clients. TIS National can be contacted on 131 450 (within Australia) or 03 9268 8332 (outside Australia). 
Can someone else make a complaint on my behalf?
Yes. To protect your privacy, you will need to give us your verbal or written confirmation that you have authorised another person to assist you with your complaint. You can amend or withdraw this authorisation at any time.
Where can I get a copy of the Complaints Handling Policy?
Please contact resolve@mlcinsurance.com.au for this information.