If you have previously held a Buzz policy with us
Insurance Australia Group has other brands including NRMA Insurance, SGIO and SGIC. We have decided to close Buzz Insurance and focus on selling insurance through other websites.
Step 1 - Contact us first - If you have a complaint, please contact us.
If there’s still no resolution, we can refer you to, or you may request to speak to a Team Leader. Our Team Leader will try to review and respond to your complaint as soon as possible. If they require more information they will aim to respond within 15 working days of receipt of your complaint. If there’s a delay, the Team Leader will tell you and let you know the reason for it.
Step 2 - Contact Customer Relations.
If the Team Leader cannot resolve your complaint or you’re not satisfied with the outcome, you can ask for your complaint to be referred to our internal dispute panel, Customer Relations or you can choose to contact them by phoning or writing to:
Customer Relations will treat your complaint as a dispute and assign one of their staff members to conduct an independent review of the matter. Customer Relations will contact you with a decision usually within 15 business days of receiving your dispute.
Step 3 - Seek an external review
If you are unhappy with the decision, you may wish to seek an external review. Customer Relations will provide you with information on external review options. If you are not satisfied with our response, you may lodge a complaint:
With the Australian Financial Complaints Authority (AFCA) if lodged on or after 1 November 2018:
Time limits may apply to lodge a complaint with AFCA, as such you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.