Customer Service

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

As a member of the Financial Ombudsman Service Limited (FOS), MTA Insurance is committed to the General Insurance Code of Practice. A requirement of the code is to provide an External Disputes Resolution Service.

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 will handle the dispute or complaints.

A requirement of FOS is that before they will review a complaint or dispute on your behalf, the matter must first be reviewed by MTA Insurance.

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