Feedback and complaints

How to provide feedback

We welcome your feedback so we can continue to improve our service. Please tell us what you thought, what we’re doing well and what we could be doing better.

Phone:

13 55 55

Email:


How to make a complaint

If you’re 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’ll 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’s not possible to deal with the issue immediately, we’ll either call you back or email you to try and resolve the issue.

If you don’t feel that your complaint has been dealt with satisfactorily, you can contact us and we’ll 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 hasn’t been dealt with adequately or a final response hasn’t been provided within 10 business days, you may be eligible to refer your matter to the Commonwealth Ombudsman. The Commonwealth Ombudsman provides a free and independent dispute resolution service for consumers who have health insurance disputes. You can contact the Commonwealth Ombudsman using one of the following methods:

Mail:

Commonwealth Ombudsman
GPO Box 442
Canberra ACT 2601

Phone:

1300 362 072

Online:

For all other insurance

You can ask us to escalate your dispute or write to:

Dispute Resolution Manager
Choosi Pty Ltd
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’ll receive the outcome of this investigation in writing.

We’re a member of the Australian Financial Complaints Authority (AFCA), so if you still feel that the matter hasn’t been dealt with adequately, you can use the dispute resolution service to help settle the matter. AFCA provides a free and independent dispute resolution service for consumers who have insurance disputes falling within its Terms of Reference. You can contact the AFCA using one of the following methods:

Mail:

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Phone:

1800 931 678

Website:

Email:


Ready to compare?