Our Commitment to You
Quartz Claims Pty Ltd (“Quartz Claims”, “we”, “us”) is committed to resolving complaints fairly, transparently and in a timely manner.
We manage complaints in line with:
- ASIC Regulatory Guide 271 (RG 271)
- the General Insurance Code of Practice
- our obligations as a delegated claims service provider acting on behalf of insurers and underwriting agencies
You do not need to use the word “complaint” for us to treat your concern as one.
What Is a Complaint?
A complaint is an expression of dissatisfaction made to us about:
- our services,
- our staff,
- a claims decision, or
- the handling of a previous complaint,
where a response is expected or legally required.
Complaints can be made:
- verbally (by phone),
- in writing (email or letter), or
- through digital or social media channels we manage.
What Is Not a Complaint?
The following are not treated as complaints:
- general enquiries or requests for information
- feedback that does not require a response
- issues resolved immediately with no dissatisfaction remaining
- internal staff matters
If there is any doubt, we will err on the side of treating the matter as a complaint.
How to Make a Complaint
You can lodge a complaint at any time by contacting us:
Email: claims@quartzclaims.com
Phone: via your claims contact
In writing: using the contact details provided in your claim correspondence
You may also have a representative (such as a broker, lawyer or authorised person) lodge a complaint on your behalf.
What Happens After You Lodge a Complaint
Acknowledgement
We will acknowledge your complaint within one business day of receiving it.
The acknowledgement will include:
- confirmation we have received your complaint
- the name and contact details of the person managing it
- information about our complaints process
Review and Investigation
Your complaint will be reviewed fairly and independently, including:
- a review of the claim file and relevant information
- consideration of the policy terms, facts, and applicable law
- consultation with the insurer or underwriting agency where required
If your complaint involves financial hardship, vulnerability, or urgency, we will prioritise its handling.
Updates
Outcome and Timeframes
We aim to resolve complaints as quickly as possible.
- Most complaints are resolved within 30 calendar days
- If we cannot resolve your complaint within this timeframe, we will:
- explain the reason for the delay, and
- advise you of your right to escalate the matter to AFCA
You will receive a written outcome explaining:
- the decision reached,
- the reasons for that decision, and
- any actions or remedies offered (if applicable)
Vulnerable Customers and Financial Hardship
We recognise that some customers may be experiencing circumstances that require additional care, including:
- family or domestic violence
- serious illness or injury
- mental health distress
- financial hardship
If this applies to you, please let us know. We can:
- adjust communication methods or timeframes
- prioritise your complaint
- limit the need to repeat sensitive information
- provide information about support services
Our approach is guided by our Vulnerable Customers Policy.
If You Are Not Satisfied With the Outcome
If your complaint is not resolved to your satisfaction, or if we do not resolve it within 30 calendar days, you may refer the matter to the Australian Financial Complaints Authority (AFCA).
AFCA is a free and independent dispute resolution service.
AFCA contact details:
www.afca.org.au
1800 931 678
GPO Box 3, Melbourne VIC 3001
Continuous Improvement
We use complaints as an opportunity to improve our services. Complaint data is reviewed to:
- identify trends and root causes
- improve claims processes and communication
- meet regulatory and insurer reporting obligations
Contact Us
If you have a complaint or questions about this policy, please contact:
Quartz Claims Pty Ltd
info@quartzclaims.com