How to contact us with a complaint
We strive to avoid any situation that may result in a complaint from one of our valued customers. However, if you do have a complaint, please use the complaints process outlined below so that we can resolve the issue quickly and effectively.
Let us know
If you experience a problem, aren’t satisfied with our products or services or a decision we’ve made, let us know so that we can help.
Contact us:
By phone: 1300 888 073
Online: claims@vero.com.au
Complaints can usually be resolved on the spot or within 5 business days.
What accessibility options are available to me when making a complaint?
We want you to be able to make a complaint as easy as possible. Many people may find it hard to read and understand written information. We have created an Easy English Complaints Guide to help explain how to make a complaint and what happens if you do.
If you require further assistance with making a complaint or understanding our complaints process please visit Customers In Need Of Extra Support for more information.
Further Information
For further information, visit our Suncorp Complaints Management Policy in relation to complaints management.
Vero is a signatory to the General Insurance Code of Practice.
If you have found a potential security vulnerability that may impact the confidentiality, integrity or availability of Suncorp's information, systems, or services, please visit our Vulnerability Disclosure Program page.
Review by our Customer Relations Team
If we’re not able to resolve your complaint or you would prefer not to contact the people who provided your initial service, our Customer Relations team can assist:
By phone: 1300 264 470
Online: idr@vero.com.au
In writing:
Vero Customer Relations
PO Box 14180
Melbourne City Mail Centre
Victoria 8001
Customer Relations will contact you if they require additional information or if they’ve reached a decision.
When responding to your complaint you’ll be informed of the progress of and the timeframe for responding to your complaint.
Vero's Culture Principles - Managing Complaints
Our culture principles guide our people and those who represent us, on how we work together, make decisions and meet our customers’ needs. This includes when we are managing complaints.
If you would like to learn more about our Culture Principles, you can access more information by reading the Vero Complaint Management Process.
Seek review by an external service
We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you may be able to access the services of the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. Any determination AFCA makes is binding on us, provided you accept the determination. You do not have to accept their determination and you have the option of seeking remedies elsewhere.
AFCA has authority to hear certain complaints. Contact AFCA to confirm if they can assist you. You can contact AFCA:
Onlne: www.afca.org.au
Email: info@afca.org.au
By phone: 1800 931 678
Or in wrting at: Australian Financial Complaints Authority - GPO Box 3, Melbourne VIC 3001
The Office of the Australian Information Commissioner (OAIC)
Privacy Complaint must be made in writing to:
Office of the Australian Information Commissioner - GPO Box 5218, Sydney NSW 2001
Phone: 1300 363 992
Fax: 02 9284 9666
Email: enquiries@oaic.gov.au
Website: www.oaic.gov.au (online complaint form available)
Vero is a signatory to the General Insurance Code of Practice.
