Call us on 1300 052 593

8am – 8pm Monday to Friday (AEDT)

Call us on 1300 052 593

8am – 8pm Monday to Friday (AEDT)

Life insurance

Contact us

New customers

1300 052 593

8am – 8pm Monday to Friday (AEDT)

Existing customers

For any existing customer queries including how to claim:

1300 052 589

8am – 8pm Monday to Friday (AEDT)



Mail

ahm life insurance
Reply Paid 6728
Baulkham Hills NSW 2153

Make a complaint

We hope that you never have a reason to complain, but if you do, we will do our best to work with you to resolve it. To lodge a complaint or if you require assistance to lodge a complaint, please contact us using one of the following means:

Phone: 1300 766 085
Writing: Dispute Resolution Manger
PO Box 6728
Baulkham Hills NSW 2153
Email: service@life.medibank.com.au(opens in your email client)

Our complaint resolution has three steps:

  1. Initial response

    Usually when you have a complaint, we can resolve it immediately on the phone. If we can’t immediately resolve your complaint to your satisfaction, it will then be referred for review by an independent team. Initially, we will refer your complaint to our centralised complaints team who will acknowledge receipt of your complaint within 1 business day where reasonable. If we are still unable to resolve your complaint within 5 days or your complaint is in relation to hardship or a declined or disputed benefit claim, we will advise you that your complaint has been escalated for review by our Internal Dispute Resolution Team (IDR Team).
  2. Internal Dispute Resolution

    All matters escalated to our IDR Team will be responded to in writing within 30 days. After full consideration of the matter, a written final response will be provided that will outline the decision reached and the reasons for the decision.
    Where there is a possibility that the 30 day timeframe may not be met (for example if the matter is particularly complex or where there are circumstances outside of our control), we will contact you before the end of the 30 days period advising of the delay and outlining the reasons for the delay.
  3. External Dispute Resolution

    In the unlikely event that your complaint is not resolved to your satisfaction by the IDR Team, or a final response has not been provided within 30 days, you may be eligible to refer your matter to the Australian Financial Complaints Authority (AFCA) provided your matter is within the scope of AFCA’s Complaints Resolution Scheme Rules. AFCA is an independent dispute resolution service provided free of charge.

    You may contact AFCA at:

Australian Financial Complaints Authority

Mail: GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678
Website: afca.org.au(opens in a new tab)
Email: info@afca.org.au(opens in your email client)

Things you should know

Read this bit to understand more about our life insurance products, and who we partner with.

Any advice provided is general only and doesn’t consider your objectives, financial situation or needs. You should carefully read the relevant Product Disclosure Statement(opens in a new tab) (which sets out the product terms, conditions and exclusions), Target Market Determination(opens in a new tab) and Financial Services Guide(opens in a new tab) available here(opens in a new tab) to ensure the product is right for you.

ahm life insurance products are issued by the insurer, Swiss Re Life & Health Australia Limited ABN 74 000 218 306, AFSL 324908 (Swiss Re). ahm life insurance products are distributed by Greenstone Financial Services Pty Ltd ABN 53 128 692 884, AFSL 343079 (GFS), and promoted by ahm health insurance, a business of Medibank Private Limited ABN 47 080 890 259, AR 286089 (Medibank Private). Medibank Private is an authorised representative of GFS.

Your personal information will be handled in accordance with our Privacy Collection Notice(opens in a new tab).