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Have a Complaint?

Our ongoing commitment is to provide fast, fair, and better service than the competition. If you are dissatisfied with our service, the cover provided under your policy, or the way we have treated you, we encourage you to let the person with whom you have been dealing know so that they can assist in resolving the matter. If they are unable to resolve your matter, then you may lodge a dispute with us by emailing your complaint to Progressive at customersupport@progressiveonline.com.au We will review your matter, usually within fifteen (15) business days, and give you our response.

If you get our response and feel your issue has still not been resolved to your satisfaction, you can email the Progressive Internal Dispute Resolution (IDR) representative at IDR@progressiveonline.com.au and request that he or she review your dispute.

If you disagree with the Progressive IDR representative’s decision, you are entitled to appeal to the Financial Ombudsman Service (FOS) for a review of the Progressive IDR representative’s decision (so long as you qualify under the FOS eligibility criteria). The FOS is an independent dispute-resolution service. You can contact the service toll-free at 1800 367 287 or by email at info@fos.org.au. You can also visit the FOS website at fos.org.au. There is no charge for this service.

The General Insurance Code of Practice

We're a member of the Insurance Council of Australia (ICA) and have adopted its General Insurance Code of Practice. This code provides information and education about insurance and sets forth standards of customer service and procedures to promote better relations between customers and insurers. It addresses insurance buying, claims handling, catastrophe and disaster response, education, and dispute resolution.

For more information about the code and to receive a copy for your records, go to codeofpractice.com.au.