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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 any aspect of Resolution Life, including our products, services, staff, or the way we handle complaints, and you seek a response or resolution, then you have a complaint.

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

Resolution Life subscribes to the Life Insurance Code of Practice. You can access the Code here.

Complaints Policy Document (Including Translated Options)

  

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How do I lodge a complaint

If you are dissatisfied with any aspect of Resolution Life, including our products, services, staff, or the way we handle complaints, and you seek a response or resolution, then you have a complaint. You can let us know in whichever way is best for you:

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

Where the information on this website is factual information only, it does not contain any financial product advice or make any recommendations about a financial product or service being right for you. Any advice is provided by Resolution Life Australasia Limited ABN 84 079 300 379, AFSL No. 233671 (Resolution Life), is general advice and does not take into account your objectives, financial situation or needs. Before acting on this advice, you should consider the appropriateness of the advice having regard to your objectives, financial situation and needs, as well as the product disclosure statement and policy document for the product. Any guarantee offered in the product is only provided by Resolution Life. Any Target Market Determinations for our products can be found at resolutionlife.com.au/target-market-determinations. 

Resolution Life does not make any representation or warranty as to the accuracy, reliability or completeness of material on this website nor accepts any liability or responsibility for any acts or decisions based on such information.

Resolution Life can be contacted at resolutionlife.com.au/contact-us or by calling 133 731.