CTP Insurance complaints & resolutions

Sometimes issues can come up after you make a claim, like if you disagree with a decision we made or if you’re unhappy with how we looked after your claim.

We want to help resolve issues like these. So, to help make sure your complaint is handled properly, we’ve got some simple steps in place.

If you disagree with a decision we made

Get in touch with your claims consultant to talk about your concerns. You can call us on 1800 633 176 (9am–5:30pm, Mon–Fri) or send an email to piclaims@iag.com.au.

We’ll work with you to try resolve your complaint (this process can take up to two business days).

If your complaint is resolved, we’ll send you an email to confirm.

If your claims consultant can’t resolve your complaint, ask them to refer your complaint to our State Leader or Technical Support Specialist.

We’ll review your claim again and contact you within two business days to try resolve your complaint. We might also need to ask you for more information.

If we haven’t been able to resolve your complaint, you have 30 business days (from the date we make a decision about your claim) to ask your claims consultant to arrange a ‘conciliation conference’. This is a meeting between you, one of our representatives, and a mediator.

We’ll arrange the conference within 30 business days of your request. We’ll help cover some costs of you attending, like your transport or lost income (up to the amounts set by the CTP Insurance Regulator).

If you’re unhappy with our service

Get in touch with your claims consultant to talk about your concerns. You can call us on 1800 633 176 (9am–5:30pm, Mon–Fri) or send an email to piclaims@iag.com.au.

We’ll work with you to try resolve your complaint (this process can take up to two business days).

If your complaint is resolved, we’ll send you an email to confirm what will happen next with your claim.

If your claims consultant can’t resolve your complaint, ask them to refer it to our dispute resolution team who will investigate your complaint. 

Within 30 business days, we’ll contact you in writing with the result of the investigation.

If you’re not satisfied with the outcome, we can discuss other options for resolving the complaint with you.

If we haven’t been able to resolve your complaint, you can email the regulator at ctp@sa.gov.au for assistance.

For more information about making a complaint to the CTP Regulator, visit their website.