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We do what's right by our customers

At Resolution Life we are committed to helping you and doing what’s right by our customers. We care about what you think and welcome your compliments, complaints and suggestions.

If you are dissatisfied with Resolution Life, a product, service, staff or the handling of a complaint, and you need a response or resolution then you have a complaint.

We aim to be fair, efficient and transparent throughout the complaints process.

Complaints Policy Document (Including Translated Options)

  

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How do I lodge a complaint

There are several ways you can lodge a complaint. Please use the method that’s most convenient for you.

  • Contact us online and select ‘complaint’ when completing the form.
  • Phone or write to us using the information that’s relevant for your product.

Resolving your complaint

We are committed to resolving complaints as quickly as possible, preferably when we first receive the complaint. Where a complaint cannot be resolved immediately, we will give you a timing estimate for resolution, and update you at regular intervals. 

We’ll let you know:

  • the process for how your complaint will be resolved
  • the person who will be responsible for handling your complaint
  • the status of your complaint at different times
  • the expected timeline for your complaint to be resolved
  • your role in getting the complaint concluded.

When to expect a response

Credit related: Within 21 calendar days

Superannuation complaint response: Within 45 calendar days

Superannuation death benefit distribution dispute: Within 90 calendar days after the expiry of the 28 day calendar period for objecting to a proposed death benefit distribution

All other financial services: Within 30 calendar days

What if I am not happy with the outcomes?

If you aren’t satisfied with the outcome of Resolution Life’s dispute resolution process, you can take your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is an external dispute resolution body which provides fair and independent financial services complaint resolution that is free to consumers. Their contact details are:

Australian Financial Complaints Authority
GPO Box 3
MELBOURNE VIC 3001, Australia

Phone 1800 931 678
Email info@afca.org.au
Online: afca.org.au

There may be a time limit for referring your complaint to AFCA, usually two years from when you receive your complaint outcome from Resolution Life.  You should contact them or visit their website for more details.

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Important information

Any advice and information on this website is general in nature and is provided by Resolution Life Australasia Limited ABN 84 079 300 379, AFSL No. 233671 (Resolution Life), which is part of the Resolution Life Group. Resolution Life can be contacted via the Contact us page. The advice does not take into account your personal objectives, financial situation or needs. Therefore, before acting on the advice, you should consider the appropriateness of the advice, having regard to those matters as well as the relevant Product Disclosure Statement (PDS) or Policy Document, available here or via the Contact us page. Before making a decision about the product, consider speaking to a financial adviser if you have any concerns.

If you decide to purchase or vary a financial product, Resolution Life and/or other companies within the Resolution Life Group will receive fees and other benefits, which will be a dollar amount or a percentage of either the premium they pay or the value of their investments. You can ask us for more details.

These products are not issued by the AIA Group. The AIA Group has sold to the Resolution Life Group that part of the business that previously provided or administered these products. The Resolution Life Group and its products and services are not affiliated with, or guaranteed by, the AIA Group. The Resolution Life Group uses AIA's trademarks under licence.