How We Handle Complaints

PD Insurance welcomes every opportunity to improve customer experiences. We encourage you to contact us if you are dissatisfied with any part of our service or products. You can raise your Complaint by contacting our Customer Service team. If they are not able to immediately resolve your Complaint, they will help you with our Internal Dispute Resolution (IDR) process. Information about our IDR Process can be found below.

You can contact our Customer Service team using the following details:

  1. Phone: 1800 776 473
  2. Email: [email protected]
  3. Website: www.pd.com.au

Internal Dispute Resolution (IDR) Process

Step 1:

If we are not able to immediately resolve your Complaint, we will arrange for our Customer Resolutions team to contact you within two (2) business days.

The Customer Resolutions team will work as quickly as possible to investigate your Complaint in a fair and efficient way. 

You can reach the Customer Resolutions team by emailing [email protected], or by calling 1800 776 473.

Step 2:

If the Customer Resolutions team do not resolve your Complaint, our IDR Committee will review your Complaint.

The IDR Committee is made up of representatives from various parts of the PD Insurance business. They are required to review your Complaint in an objective and fair way.

The IDR Committee will send you a written IDR Response with the outcome of their review within 15 business days of you receiving your Complaint.

External Dispute Resolution

If the IDR Response does not resolve your Complaint you may contact the Australian Financial Complaints Authority (AFCA).

AFCA provides fair and independent financial services complaint resolution that is free to consumers.

  1. Website: www.afca.org.au
  2. Email: [email protected]
  3. Telephone: 1800 931 678 (free call)
  4. In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

How would you, like to proceed?

How would you, like to proceed?