There are times when an issue may be identified that affects some member policies or claims. If this occurs, we're committed to resolving the issue and acting quickly to make things right for our affected members.
What happens if you're affected?
If your current or former policies are found to be affected by an identified issue, you'll be contacted by mail, email, phone and/or SMS with more information and where applicable, a payment.
The easiest way to recieve your payment is via the link below. You'll need to provide the reference number from the letter or email we sent you.
Alternatively, you can contact our Insurance Member Remediation team.
Once you confirm your details, you'll receive a letter or email with more information about your payment. Your payment will be processed within 15 business days from the date of that letter.
Paying you via bank transfer allows you to have access to your payment as soon as possible.
Your bank account details may not be on file or may not be up to date. If you do not confirm your payment information, it may not to be possible to provide you with your payment. Alternatively, you can confirm your payment information by contacting our Insurance Member Remediation team on 1300 339 489.
To make sure your payment is processed successfully, please provide your most up to date bank account details if requested to do so.
If you don't provide your payment details, your payment may not be paid to you and the funds may be transferred to the State Revenue Office as unclaimed monies.
Due to existing system limitations, the payment cannot be paid to credit cards.
Other government charges are additional amounts paid by you, and may include Emergency Services Levy, Fund Levy and/or stamp duty. If applicable, a refund of these charges has been included in your payment.
The interest rate applied is in line with the Australian Financial Complaints Authority (AFCA) approach to calculating interest on payments or refunds paid to members.
Interest has been calculated from at least the date/s you were overcharged or incorrectly charged until at least the date the payment was issued.
No, your policy status or cover has not changed. You're just receiving a payment for the period your policy has been impacted by this issue.
If you have not received your payment after 15 business days from this notification, please contact our Insurance Member Remediation team on 1300 339 489.
If you feel the payment has been sent to the incorrect person or if your account details have changed, please contact our Insurance Member Remediation team on 1300 339 489.
You may be contacted separately for each policy that is impacted by an identified issue.
If you wish to make a complaint about an issue you were affected by, you can contact our Insurance Member Remediation team on 1300 339 489.
For further information about the complaint and dispute handling process, please visit complaints and resolutions.
If you’d like more information, support is available to answer your questions.
If you have any questions, you can email or call for support. We're available over the phone between 8:30am and 5:30pm, Monday to Friday.
Your privacy and safety are important. The IAG Privacy Policy and Consumer Alert pages have information about how your personal information is managed and how you can protect your details. If you think you have received a suspicious message, please let us know by using the contact details provided.