Customer Service

The General Insurance Code of Practice

MTA Insurance Limited has adopted the General Insurance Code of Practice (the code). The purpose of the Code is to raise the standards of practice and service in the general insurance industry.

The objectives of the Code are:

to promote better, more informed relations between insurers and their customers;
to improve customer confidence in the general insurance industry;
to provide access for resolution of complaints and disputes between insurers and their customers; and,
to commit insurers and their service providers to higher standards of customer service.

More information on the Code, or a copy of the Code, can be obtained from the Financial Ombudsman Service (FOS). You can contact the FOS on 1300 780 808 toll free, or you can access the Code at www.codeofpractice.com.au

Dealing with Your Complaints and Disputes

MTA Insurance is committed to the General Insurance Code of Practice, a requirement of the code is that MTA Insurance must be member of an External Disputes Resolution Service provider. MTA is a member of the Financial Ombudsman Service Limited (FOS).

If you have a complaint or dispute with MTA Insurance regarding a policy or claim the information below will provide you with details of how MTA Insurance handles complaints/ disputes.

The contact details for MTA Insurance are:
P.O. Box 1171
Coorparoo DC, QLD 4151
Phone: (07) 3392 1366
Toll Free: 1800 634 294
Fax: (07) 3392 1367
Email: enquiries@mtai.com.au

Contact the Underwriting or Claims supervisor at MTA Insurance on Phone (07) 3392 1366 or 1800 634 294 (toll free) to discuss your concerns.
If the matter still cannot be resolved it will be referred to the Internal Disputes Resolution (IDR) Officer at MTA Insurance. They will independently review the matter and will provide a written response to the customer within 15 business days, or if additional information is required and an alternate date will need to be agreed on.
If you are not satisfied with the decision from the IDR Officer you can refer the matter to the Financial Ombudsman Service (FOS) within 3 calendar months of receiving the decision from MTA Insurance.
Any decision made by FOS is binding on MTA Insurance.

A requirement of FOS is that before they will handle a dispute/ complaint on behalf your the matter must first be dealt with by MTA insurance.

The following flow chart shows the disputes/ complaint handling procedure;

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