Complaints Handling

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


Product or service complaints

If you have a complaint concerning one of our products or services, please contact the people who initially provided it. If they’re unable to resolve the issue to your satisfaction, you can contact us by:

Reply Paid 1453 Customer Relations
Unit RE058
GPO Box 1453
Brisbane QLD 4001

When you first contact us, we’ll review your complaint, consider the facts and attempt to resolve the issue by the end of the next working day. If we can’t achieve a satisfactory resolution within 5 working days, we’ll contact you to discuss reasonable alternative time frames.

We’ll endeavour to send you our final decision within 15 working days from the date you first made your complaint, provided we have all necessary information and have completed any required investigations.

Privacy complaints

If you’d like to make a complaint about how we collect, hold, use or disclose your personal information, or about a privacy related issue such as refusal to provide access or correction, please let us know by contacting the relevant department, who may be able to resolve the complaint for you. If they can’t, they’ll refer you to a manager or their delegate, who will attempt to resolve the complaint.

You can find the relevant contact in the Privacy Contact Information table below. A response is usually provided within 5 business days.

Review by our Internal Dispute Resolution (IDR) Team

If you’re not satisfied with the outcome of the initial review, you can request that the complaint be referred to the Internal Dispute Resolution (IDR) Team for review. You can also contact them directly via the information in the table below.

For privacy issues, the IDR Team will usually contact you with a decision within 15 business days of receiving your complaint. For product or service complaints, the IDR team will usually contact you within 15 days.

Seek review by an external service

Australian Financial Complaints Authority (AFCA)

We expect that our procedures will provide a fair and prompt resolution to your complaint. If, however, you’re not satisfied with our final decision or if we haven’t been able to resolve the complaint to your satisfaction within 45 days, you may be able to take the complaint to the Australian Financial Complaints Authority (AFCA).

AFCA provides fair and independent financial services complaint resolution that is free for consumers. AFCA has authority to review certain complaints. Contact them to confirm if they can assist you.

You can contact the AFCA by:

1800 931 678 (free call)

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

We agree to accept a AFCA decision. However, you have the right to take legal action if you do not accept their decision.

Office of the Australian Information Commissioner (OAIC)

For privacy related complaints, if we’ve not resolved the issue within 30 days, you may also be able to access the services of the Office of the Australian Information Commissioner (complaints must be made in writing):

Director of Compliance
Office of the Australian
Information Commissioner
GPO Box 5218
Sydney NSW 2001

Privacy Contact Information

Vero

Products/Division

Personal Insurance

  • Secure Home Elite
  • Secure Landlord
  • Secure Motor Plus
  • Recreational Vehicle

Household Removals

Travel Insurance

Complaints

Phone: 1300 794 133

Postal: 

Vero Insurance Limited
GPO Box 1619
Adelaide, SA 5001

IDR (Internal Dispute Resolution)

Phone:1300 264 470

Email: idr@vero.com.au

Postal:

Internal Dispute Resolution
Vero
PO Box 14180
Melbourne City Mail Centre
Victoria 8001

Travel

Phone: 1300 044 510

Email: idr@vero.com.au

Postal:

Internal Dispute Resolution
Vero
PO Box 14180
Melbourne City Mail Centre
Victoria 8001

Vero Commercial

Products/Division

Commercial Motor

Construction & Engineering

Corporate Property & Liability

Marine

Professional & Financial Risks

SME

  • Motor Trade
  • Retail Services
  • Professional Services
  • Mobile Business
  • Tax Probe Plus
  • Commercial Motor
  • Business Insurance

Surety bonds

Complaints

Phone: 1300 888 073

Email: claims@vero.com.au

Postal:

Vero Claims
GPO Box 346
Sydney NSW 2001

IDR (Internal Dispute Resolution)

Phone:1300 264 470

Email: idr@vero.com.au

Postal:

Internal Dispute Resolution
Vero
PO Box 14180
Melbourne City Mail Centre
Victoria 8001

Vero Broker

Products/Division

Competitions

Complaints

Phone: 1300 264 470

Email: idr@vero.com.au

Postal:

Internal Dispute Resolution
Vero
PO Box 14180
Melbourne City Mail Centre
Victoria 8001

IDR (Internal Dispute Resolution)

Phone:1300 888 073