Complaints and Disputes Resolution

AHI will do everything possible to provide a quality service at all times. If there are any concerns or complaints about Our products or service, AHI staff are always available to listen and help where they can.

If, after talking to a staff member, the complaint remains unresolved, it can be taken further upon request in writing or verbally. We will undertake to provide an answer to the Insured or Insured Person within fifteen (15) consecutive business days, subject to all necessary information being provided.

If, the complaint remains unresolved to the Insured’s or Insured Person's satisfaction, the matter can be referred (in writing) and reviewed through AHI’s Complaints and Dispute Resolution Process, which is free of charge.  Please contact the Disputes Resolution Manager - see contact details for AHI in this Product Disclosure Statement.  The process will undertake to provide an answer to the Insured or Insured Person within fifteen (15) consecutive business days, subject to all necessary information being provided.  

If the Insured or Insured Person is not satisfied with the outcome of the dispute resolution process or We cannot agree on alternative timeframe and would like to take the complaint further, the Insured may refer the matter to the Australian Financial Complaints Authority (AFCA), an external dispute resolution body, subject to eligibility.  Access to the AFCA process is free of charge.  

Please contact AHI to request further information about AFCA or contact:

Australian Financial Complaints Authority

GPO Box 3

Melbourne VIC 3001

Telephone: 1800 931 678

Email: info@afca.org.au

Web: www.afca.org.au