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Medisure Complaints or Disputes

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Medisure Indemnity Australia Pty Ltd (Medisure) subscribes to the Insurance Brokers Code of Practice and is a member of the Australian Financial Complaints Authority (AFCA). Medisure takes all complaints seriously and is committed to handling complaints efficiently, fairly, and within the timeframes required by law.

If you have any concerns or wish to make a complaint in relation to this policy, our services or your insurance claim, you may lodge a complaint with us.

Depending on the nature of the complaint and the specific product or policy involved, your complaint may be handled directly by Medisure or referred to the relevant insurer, product issuer, delegated claims handler, or other party responsible for managing the policy or claim under the applicable binding authority or product arrangements.

You can make a complaint by contacting:

• your insurance broker, if you use one; or
• the Medisure team at: admin@medisure.com.au

Please include your policy number, claim number (if applicable), and details of your complaint so we can assist you as quickly as possible.

We have access to various services that can assist you in lodging a complaint. These include the National Relay Service (for hearing impaired) or translator services. If you need any other assistance to make a complaint, please let our staff know and they will do their best to help you.

Our complaints process

Once we receive your complaint, we will:

  • acknowledge receipt of your complaint within 1 business day or as soon as practicable
  • investigate the matter promptly using all relevant information
  • where required, refer the complaint to the relevant insurer, product issuer, or claims handler
  • provide progress updates at least every 10 business days, unless it is resolved earlier or you agree to a different timeframe while the complaint remains open
  • provide a written final response within the applicable regulatory timeframe

For most complaints, we aim to provide a final response within 30 calendar days from the date your complaint is received. If we are unable to provide a final response within this timeframe, we will:

  • contact you in writing and provide the reasons for the delay; and
  • inform you about your right to take the complaint to Australian Financial Complaints Authority (AFCA) and provide you with the contact details for it.

A written response may not be provided where, within five (5) business days of receipt of your complaint, we have been able to resolve your complaint to your satisfaction, or we have given you an explanation and/or an apology when we can take no further action to reasonably address your complaint. A written response will be provided where your complaint is about financial hardship, a declined claim, the value of a claim or you have requested one.

Australian Financial Complaints Authority (AFCA)

Medisure is a member of the Australian Financial Complaints Authority (AFCA), which is an external dispute resolution scheme available to eligible complainants. You may contact AFCA at any time about your complaint.

However, whether AFCA can consider your complaint is subject to AFCA’s rules, eligibility criteria, time limits, and jurisdiction. Certain complaints may fall outside AFCA’s jurisdiction or be excluded under the AFCA Rules.

AFCA can advise whether your complaint is one that falls within its jurisdiction and whether any applicable time limits apply.

AFCA contact details are:

Telephone: 1800 931 678
Email: info@afca.org.au
Post: GPO Box 3, Melbourne VIC 3001
Website: www.afca.org.au