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    • Complaints Explained 
    • ℹ️
      What’s the difference between a complaint and an enquiry?
      Formal Complaint (triggers our Internal Dispute Resolution process)

      You are dissatisfied with something we did (or failed to do) and you want us to take action — for example, to fix an error, reverse a decision, provide compensation, or address poor service or conduct.

      Under Australian law, we must investigate and respond to formal complaints in writing.

      Enquiry or Feedback (does not trigger IDR)

      You are seeking information or an explanation (for example, how your premium was calculated), providing general feedback, or disagreeing with a commercial decision (such as the price you were quoted), without alleging any error or misconduct.

      What is a “commercial decision”?

      Premiums and whether insurance cover is offered are determined by our insurer partners based on underwriting criteria.

      Disagreement with pricing alone is not a complaint — it is a commercial decision. However, if you believe incorrect information was used, or that we made an error or acted improperly, this may be treated as a formal complaint.

      Complaints about your insurer’s decisions

      National Cover acts as your insurance broker. We arrange cover on your behalf, but we do not make underwriting decisions, determine claim outcomes, or set policy terms and conditions. These decisions are made by your insurer.

      If your concern relates to an insurer decision — such as a claim determination, policy cancellation, or underwriting terms — it may fall outside our own IDR process.

      In these cases, we will:

      • help you identify the correct insurer complaints process and provide contact details;
      • where appropriate, refer you to the Australian Financial Complaints Authority (AFCA); and
      • continue to handle any part of the issue that relates to our conduct as your broker.

      If you are unsure whether your concern relates to our service or an insurer’s decision, please submit your complaint and we will assess it and direct it appropriately.

      Reference: ASIC Regulatory Guide 271 (Internal Dispute Resolution) and AS/NZS 10002:2014 definition of “complaint”.

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    • ℹ️
      Not a formal complaint

      Based on the information provided, this appears to be a request for help or clarification rather than a formal complaint. Under ASIC Regulatory Guide 271, a “complaint” is generally an expression of dissatisfaction where a response or resolution is explicitly or implicitly expected. Some matters fall outside that definition and are best handled as a helpdesk item.

      Good news: Helpdesk items are usually faster — they’re handled by our support team to provide information, explain outcomes, or guide the next steps.

      If the matter involves an error, misconduct, poor service, or a request for a specific remedy (for example, changing a decision or compensation), it may be a formal complaint and can be processed under IDR.

      Not sure? Submit the form anyway — we’ll review it and route it correctly. If you ask for your matter to be treated as a formal complaint, we will assess it under our IDR process and confirm the next steps in writing.

    • ✅
      Formal Complaint

      Based on the information provided, this may fall within the statutory definition of a “complaint” (an expression of dissatisfaction where a response or resolution is explicitly or implicitly expected). National Cover has a legal obligation to handle formal complaints through our Internal Dispute Resolution (IDR) process in line with ASIC Regulatory Guide 271.

      What happens next: Your complaint will be logged, acknowledged, and reviewed by the appropriate team. We will provide an outcome in writing, including reasons where required and information about escalation options.

      Please include as much detail as possible (what happened, dates, reference numbers, and the outcome sought). This helps us investigate efficiently and resolve the matter fairly.

      Important: If any part of the issue relates to an insurer decision (for example, underwriting terms or claim outcomes), we will still assist you by directing you to the correct complaints pathway and handling any aspect that relates to our conduct as your broker.

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    ABN 74 639 621 480 | Corporate Authorised Representative of Shanebridge Pty Ltd
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    PO Box 22 Coopers Plains QLD 4108

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