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Feedback and Complaints

Some complaints will be handled by the product issuer and our underwriters, insurance providers or distributors.

If your complaint or feedback relates to:

• Any Qikio Insurance product (including the cover and limitations);
• the information taken into consideration when providing a quote;
• the administration of your policy;
• communication about your policy; and
• claims lodgement, handling and settlement;

You can contact the respective underwriter, insurance provider or distributor on the details provided below.

Your complaint will be handled by their Disputes Resolution team and they will inform you of their complaints handling process upon lodgement. If the matter remains unresolved, they will direct you to their external dispute resolution scheme. These procedures are explained in the relevant PDS.

Other complaints will be handled by Qikio, including complaints and feedback that relates to:

• the Qikio website;
• any general advice provided by Qikio;
• how the insurance was distributed on this website;
• Qikio branding, advertising and promotion of Qikio products;
• our Qikio representatives, employees and associated partners; and
• any complaints or feedback that are outside of the complaints our underwriters and distributors will handle.

Please contact Qikio and tell us about your complaint, and we’ll try to resolve the matter following the process outlined below.

When you contact Qikio about your complaint we will be able to acknowledge your complaint, provide you with updates on the progress of the review of your complaint and contact you with a decision in line with our complaints management process.

Australian Financial Complaints Authority (AFCA)

Qikio, our underwriters, insurance providers and distributors are members of the Australian Financial Complaints Authority (AFCA). If your complaint cannot be resolved to your satisfaction (as applicable), you have the right to refer the matter to the AFCA. AFCA provides fair and independent financial services complaint resolution that is free to customers.

AFCA deals with complaints that fall within their ‘Complaint Resolution Scheme Rules’ and will only consider your complaint after Qikio, our underwriters, insurance providers and distributors (as applicable) have first had the opportunity to resolve your complaint through their internal dispute resolution process.