Complaints
How to raise a complaint.
If something has not gone the way it should, we want to hear about it and work through the issue clearly.
First step
Contact the UpSure team with the details of your concern, the policy or claim involved and the outcome you are seeking. You can email hello@upsure.com.au or call 1800 270 999.
What we will do
We will acknowledge the complaint, review the relevant information and work with you to understand what has happened. Where the matter involves an insurer, claims provider or another party, we may need to gather information from them before responding.
Escalation
If your complaint cannot be resolved quickly, we will explain the next steps and the relevant internal dispute resolution process. We can also provide details of external dispute resolution options where applicable.