Integrity’s Complaints Resolution Process

If you’ve experienced something great, we’d love to hear from you. Likewise, if something goes wrong and you aren’t happy with our products or services, we’d like to know straight away so we can work with you to find a resolution. In the first instance, please contact us to tell us about your complaint:

If you need additional assistance lodging your complaint, for example due to illness, disability or English as a second language, please contact us and we will assist you. Integrity’s complaints resolution process is a free service.

What happens when you lodge a complaint?

Within one business day of receiving your complaint, or as soon as practicable, we will let you know we’ve received it and give you the name and contact details of the person who will be managing it. This person will be independent of the cause of your complaint.

During our investigations, we will only ask for and rely on information which is relevant to your complaint. We will keep you updated on the progress of our investigations.

Within 30 days of receiving your complaint, we will provide you with a written response informing you of the outcome of your complaint, and the reasons for our decision. If your complaint relates to an insurance Policy held within superannuation, please refer to the section below entitled “Superannuation Complaints” for timing and processes. 

In situations where your complaint is resolved to your satisfaction within 5 business days, we will not provide you with a written response, unless:

1. Your complaint is about hardship, a declined insurance claim, the value of an insurance claim or a superannuation trustee’s decision; or
2. You have asked for a response in writing.

When we give you our final decision in respect of your Complaint about a declined claim, or about the value of the claim, we will tell you what we will do regarding your claim which will be one of the following:

1. Reopen or reassess your claim;
2. Maintain our original decision; or
3. Overturn our original decision.

If your complaint is in relation to a declined or closed claim, our written response will confirm whether or not we are reopening your claim. If your claim is being reopened, we will give you the name and contact details of the Claims Assessor who will be managing your claim.

If we are unable to respond to your complaint within 30 days (or 45 days for complaints relating to insurance policies held within superannuation), we will let you know the reason for the delay and when we expect to be able to provide you with a response.

You can request copies of the information and documentation we relied upon in coming to our decision. We will provide them to you (or your Doctor where appropriate) within 10 business days of your request.

Superannuation Complaints

Diversa Trustees Limited (Diversa) is the trustee of Integrity’s Here For You Super Plan (the Plan) and works with different partners that help run the Plan. This means that when you make a complaint in relation to the Plan, it may relate to a product or service provided by one of the Plan’s partners or Integrity itself.

For complaints in relation to the Plan, complaint acknowledgement communications will be provided to you within one business day of receiving your complaint, or as soon as practicable.

Complaint responses will be provided within 45 days (or for death benefit distribution complaints within 90 days) of receiving your complaint. If you tell us that the trustee has not responded within 45 calendar days, we will tell you that you can ask them to explain the delay in writing.

If your complaint relates to products or services in relation to the Plan, then Diversa’s Complaints Policy will apply and Diversa and Integrity will work with the relevant service provider(s) to ensure all of the issues you have raised in your complaint are managed appropriately.

For a copy of Diversa’s Complaints Handling Policy is available here.

External dispute resolution process

If you are not satisfied with the outcome of your complaint, or we have been unable to resolve your complaint within 30 days (or 45 days for complaints relating to insurance policies held within superannuation and 90 days for death benefit distribution complaints within superannuation), you can take your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is an independent complaint resolution body whose services are free.

To contact AFCA:

Time limits may apply to complain to AFCA so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

Life Insurance Code of Practice

Integrity is a subscriber to the Life Insurance Code of Practice (Code). This means that (at a minimum) we will comply with all our obligations as outlined within the Code as we interact with you. For more information, please refer to the Life Insurance Code of Practice.