Integrity’s Complaints Resolution Process

Integrity isn’t just our name, it’s also the way we work. So you know that in every interaction with us we will always strive to do the right thing.

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:

Phone: 1300 54 33 66 (free call)
Email: hello@integritylife.com.au
Post: PO BOX R1741
Royal Exchange NSW 1225

If you need additional assistance lodging your compliant, 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 24 hours (or one business day) of receiving your complaint, 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, this response will be provided within 45 days (or for death benefit distribution complaints within 90 days) of receiving your complaint.

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.

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 and 90 days for death benefit distribution complaints 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, which we will then provide 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 about the Plan, it may relate to a product or service provided by one of our partners or to products or services provided by both us and our partners.

If your complaint relates to products or services in relation to the Plan, then Diversa’s complaints policy will apply and Diversa and Integrity we will work with the relevant service provider 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:

Phone: 1800 931 678 (free call)
Email: info@afca.org.au
Website: www.afca.org.au
Post: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001

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. 

Financial Services Council’s Life Insurance Code of Practice

Integrity is a signatory to the Financial Services Council’s 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 www.fsc.org.au/policy/life-insurance/code-of-practice/life-code-of-practice