​ሕግንና ደንብን በተመለከተ እርዳታ ማግኘት ይፈልጋሉን? - Amharic | هل تحتاج لمساعدة قانونية؟ - Arabic | ܤܢܝܼܩܵܐ ܝ݇ܘ̤ܬ ܠܗܲܝܵܪܬܵܐ ܩܵܢܘܿܢܵܝܬܵܐ؟ - Assyrian | Need Legal Help? - Auslan | Treba li vam pravna pomoc? - Bosnian | Burmese â Need Legal Help? | 需要法律帮助吗? - Chinese Simplified | 需要法律幫助嗎? - Chinese Traditional | Trebate li pravnu pomoć? - Croatian | ضرورت به کمک قانونی دارید؟ - Dari | Wïc Kuɔɔny në Wɛ̈t Löŋ? - Dinka | آیا به کمک حقوقی نیاز دارید؟ - Farsi | Gadreva na Veivuke Vakalawa? - Fijian | Kailangan ninyo ba ng tulong na panglegal? - Filipino | Besoin d’aide juridique ? - French | Χρειάζεστε βοήθεια σε νομικά ζητήματα - Greek | क्या आपको कानूनी सलाह चाहिए? - Hindi | Butuhkan Bantuan dalam Masalah Hukum? - Indonesian | Hai bisogno di assistenza legale? - Italian | ត្រូវការជំនួយលើបញ្ហាផ្លូវច្បាប់ឬទេ? - Khmer | 법적인 도움이 필요하십니까? - Korean | Ви треба ли помош со правни работи? - Macedonian | कानूनी सहयोग चाहिएको छ? - Nepalese | Necessita de ajuda com questões jurídicas? - Portuguese | Вам нужна юридическая помощь? - Russian | E Manaomia Fesoasoani i Mea Tau Tulafono? - Samoan | а ли вам треба помоћ у правним питањима? - Serbian | Ma u baahan tahay Caawimmad xagga sharciga ah?- Somali | ¿Necesita ayuda con cuestiones jurídicas? - Spanish | சட்ட உதவி தேவையா? - Tamil | ท่านต้องการความช่วยเหลือทางด้านกฎหมายไหม? - Thai | Fiema’u ha tokoni Fakalao? - Tongan | Yasal Danışmaya İhtiyacınız mı var? - Turkish | Cần Được Giúp Đỡ Về Luật Pháp? - Vietnamese |

Complaints about insurance company decisions

Your insurance company m​ight refuse to pay y​ou for your claim if:

  • you did not provide important information to your insurance company when you took out the policy (called 'non-disclosure')
  • your loss is not covered by the policy
  • the insurance company believes you acted fraudulently
  • the insurance policy was cancelled before the accident.

Your insurance company should provide you with its decision in writing. Ask for a written decision if you are told that your claim has been refused over the telephone.

If you are not happy with your insurance company's decision you can challenge the decision. You have a number of options:

  1. Internal Dispute Resolution (IDR)
  2. External Dispute Resolution through the Financial Ombudsman Service (FOS)
  3. NSW Civil and Administrative Tribunal (NCAT)
  4. Local Court

1. Internal Dispute Resolution (IDR)

Any complaint about your claim should first be made to your insurance company's Internal Dispute Resolution (IDR) department. The complaint should be made in writing.

You can contact your insurance company for the contact details of their IDR department and what details to put in your written complaint.

2. External Dispute Resolution through the Financial Ombudsman Service (FOS)

If you are not happy with the decision of your insurance company's IDR department, or you can't find their details, you can lodge the dispute with the Financial Ombudsman Service (FOS). Instructions about how to lodge a dispute can be found on the FOS website.

Alert IconThere are time limits for lodging a dispute with FOS. Make sure that you do it within three months of the date the insurance company's IDR department rejected your claim.

For more information on the dispute handling process go to the FOS web​site.

3. NSW Civil and AdministrativeTribunal (NCAT)

If you are not satisfied with the outcome of either an internal review by your insurance company or a determination of FOS, you can make an application to have the dispute decided by the Consumer and Commercial Division of the NSW Civil and AdministrativeTribunal (NCAT) within 3 years.

Claims are usually limited to $40,000.00 (as at July 2014). For more information on making an application to NCAT, go to the NCAT website.

4. Local Court

You may also be able to make a claim against your insurance company for breach of contract. If the amount of your claim is less than $10,000.00, you would make this claim in the Small Claims Division of the Local Court. If the amount of your claim is more than $10,000.00 but less than $100,000.00, you would make this claim in the General Division of the Local Court. You should get legal advice before making a claim for breach of contract.

Alert Icon Before making a claim against an insurance company to NCATor the Local Court you should get legal advice. The Insurance Law Service provides legal advice, call 1300 663 464 or go to the Insurance Law Service website.