We hope you are happy with every aspect of your interaction with Newline Australia Insurance Pty Ltd (Newline). If, however, you are in any way dissatisfied with any aspect of the service you have received from us, or you are otherwise unhappy with your interaction with Newline, please contact us in order that we may investigate the matter fully and deal with any dissatisfaction appropriately.

You can tell us about your complaint by:

  • Telephone: +61 3 9999 1901
  • Email: compliance@newlinegroup.com.au
  • Post: Newline Australia Insurance Pty Ltd
    PO Box 16208, Collins Street West, VIC 8007
  • any other form of written communication

If you Require Additional Assistance

If you require additional assistance to lodge a complaint, such as nominating a representative who can act for you, or the services of an interpreter if English is not your first language, then please let us know and we can assist you with this.

The Complaints Process

Please provide all supporting documents with dates, a detailed description of your complaint and how you would like it resolved – this will assist our review.  If we require additional information, we will let you know.

  • We will acknowledge receipt of your complaint within 1 business day.
  • We will do our utmost to resolve the complaint to your satisfaction within 10 business days.  If the complaint cannot be reviewed or resolved within 10 business days, we will provide you with reasons for the delay and continue to update you on the status of the complaint every 10 business days unless an alternative timeframe is agreed. While our aim is to provide you with a resolution to your complaint as soon as possible, if we are not able to make a decision or resolve your complaint within 30 days, then before this deadline passes, we will let you know the reasons for the delay and about your right to take your complaint to AFCA.
  • If we cannot resolve your complaint to your satisfaction, we will also automatically escalate your complaint to Lloyd’s Australia.  A final written decision will be provided to you by Lloyd’s Australia within 30 calendar days of the date on which you first made the complaint unless certain exceptions apply.  For further information about Lloyd’s Australia and their IDR process, contact them as follows:
    Lloyd’s Australia Limited
    Email: idraustralia@lloyds.com
    Telephone: +61 2 8298 0783
    Post: PO Box R1745, Royal Exchange NSW 1225
  • If you require additional assistance in telling us about your complaint, please contact us using the contact information above.

If we cannot resolve the complaint or you’re unhappy with our response?

In the event that your complaint is not resolved by Newline or by Lloyd’s Australia, or you are not satisfied with the decision, you have the right to take your complaint to AFCA.

You can also refer your complaint to AFCA if we do not resolve your complaint within 30 calendar days after we first received your complaint or at any time.

You may also seek independent legal advice and also access any other External Dispute Resolution (EDR) options that may be available to you.

Australian Financial Complaints Authority (AFCA)
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Postal Address: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC, 3001

General Insurance Code of Practice

Newline adheres to the General Insurance Code of Practice issued by the Insurance Council of Australia (the Code). Further information about the Code and your rights under it is available at www.codeofpractice.com.au and a copy can also be provided to you by Newline.