Feedback & Complaints
How to Provide Feedback
We welcome your feedback so we can continue to improve our service and make it even better. Please tell us what you thought, what we’re doing well and what we could be doing better.
Phone: 13 55 55
How to Make a Complaint
If you are unhappy about any of your dealings with us, we would ask you in the first instance to contact our Call Centre on 13 55 55 and where possible we will aim to resolve your issue directly with you. Please note that if your complaint relates to your product or dealings with your insurer, you should address the matter with them directly. Choosi can only address complaints relating to its services. If it is not possible to deal with the issue immediately, we will either call you back or email you to try and resolve the issue.
If you do not feel that your complaint has been dealt with satisfactorily, you can contact us and we will escalate your complaint for review by our Internal Disputes Resolutions Team. After full consideration of the matter, a written final response will be provided that will outline the decision reached and the reasons for the decision.
For Health Insurance
In the unlikely event that you still feel that the matter has not been dealt with adequately or a final response has not been provided within 15 days, you may be eligible to refer your matter to the Private Health Insurance Ombudsman (PHIO). PHIO provides a free and independent dispute resolution service for consumers who have health insurance disputes. You can contact the PHIO using one of the following methods:
Phone: 1800 640 695
Fax: (02) 8235 8778
Mail: Suite 2, Level 22, 580 George Street, Sydney NSW 2000
For all other Insurance
You can ask us to escalate your dispute or write to our Dispute Resolution Manager, Choosi Pty Ltd, at PO Box 7186, Baulkham HIlls NSW 2153. Your complaint will then be investigated by an officer with full authority to deal with this matter and you will receive the outcome of this investigation in writing.
We are a member of the Financial Ombudsman Service ("FOS"), so if you still feel that the matter has not been dealt with adequately, you can use the dispute resolution service to help settle the matter. The FOS provides a free and independent dispute resolution service for consumers who have insurance disputes falling within its Terms of Reference. You can contact the FOS using one of the following methods:
Phone: 1300 780 808
Fax: (03) 9613 6399
Mail: GPO Box 3, Melbourne VIC 3001