A dispute means an unresolved complaint about a product or service of an insurer. It is an expression of dissatisfaction conveyed to an insurer together with a request that the insurer remedies the complaint.

The insurer must:

• Have a fully documented internal process for resolving a complaint
• Make the process readily accessible by consumers and free of charge
• Ensure that the internal process provides a fair and timely method of handling a dispute
• Will respond to complaints within 15 business days provided all necessary information is provided and have completed any investigation required
• Establish procedures for the monitoring of complaints
• make available general descriptive information (eg brochures) on the handling of a complaint and the time period that the insurer will meet to respond to and resolve a complaint

If the complaint is not resolved to the customer’s satisfaction, it can be referred to the Australian Financial Complaints Authority (AFCA). The insurer is obligated to provide the customer with contact details for this service.

As a member of Australian Financial Complaints Authority (AFCA), we are committed to the General Insurance Code of Practice.

The Code Governance Committee is an independent body which monitors and enforces the Code and has powers to impose sanctions on Code subscribers for non-compliance.

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 Australian Financial Complaints Authority (AFCA) is that before they will review a complaint or dispute on your behalf, the matter must first be reviewed by MTA Insurance.