If something hasn't worked for you, we're truly sorry. Whether it's a communication mishap or a service that didn't meet your expectations, we'll do our best to fix it ASAP. We just need a few details from you.
On the rare occasion we can't resolve your issue, we'll escalate your matter to a manager.
Once that happens, we'll try to resolve the matter in 5 days. If we need more time, we'll let you know and respond within 15 business days (that's from when we receive your complaint).
If you want to chat to us about your options, or how we can help, shoot us a message on support@ponchoinsurance.com.au and we'll get all hands on deck to get this sorted.
Tried Step 1 and it wasn't resolved? We're really sorry to hear that. You can request that the matter be referred to our independent Customer Relations team for review.
They'll treat your issue as a dispute, and will get one of their team members to conduct an independent review of the matter. You'll be contacted with a decision (usually) within 15 business days.
Call the Customer Relations team on 1800 045 517 (Mon-Fri 9am-5pm AEST).
You can also email them at customer.relations@iag.com.au or send them mail via free post at:
Customer Relations
Reply Paid 89824
Sydney NSW 2001
If you've tried everything else and are still unhappy with the decision, you may seek an external review.
Customer Relations can provide you with info on your external review options, and can refer you to the Australian Financial Complaints Authority (AFCA).
*Note: the AFCA can only help you if you've already tried to resolve your complaint via the Customer Relations team.
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