Australia
Welcome to Europ Assistance Australia’s Policy Hub. Here you can find our latest policies about our travel insurance products and additional services and support for our travellers.
To know more about how Europ Assistance can help with your Flight Centre Travel Insurance policy, read through our policies and procedures available below.
What to do if you’re unhappy with our service
We are committed to resolving your complaints and expressions of dissatisfaction with care. Whether the complaint or feedback is about our products or service, we can help.
Complaints are an important way to learn from our customers’ experience and help prevent similar events from occurring in the future. This will improve product features and the overall claims experience.
Europ Assistance is committed to:
At Europ Assistance, the satisfaction of customers is our utmost priority. The quality of our service is important to us, which is why we strive to constantly improve our quality level. This is part of our commitment to the General Insurance Code of Practice.
Any customer is entitled to make a complaint and will be handled in an honest, transparent and timely manner. When a customer first lets us know about a complaint or concern, we will:
Additional resources are available if you are hearing and speech impaired. Hearing and speech impaired customers can contact the National Relay Service on 1800 555 727.
Customers requiring translation assistance can contact the Translating and Interpreting Service on 131 450 and request they contact us on the customers behalf.
What to do if you have a complaint
If you have a complaint about our products, services, employees or our handling of a complaint or any other dissatisfaction, please contact us:
Europ Assistance Australia has adopted the complaint definition defined in accordance with ASIC’s Regulatory Guide, RG271: Internal Dispute Resolution. A complaint is defined as: (An expression) of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.
If your complaint remains unresolved
Customers whose complaint remains unresolved, have the option to access the services of the Australian Financial Complaints Authority (AFCA), which is available to customers and third parties who fall within the AFCA Complaint Resolution Scheme Rules.
Customers may wish to take their complaint to the AFCA at any time, free of charge, and if we do not resolve the complaint within 30 calendar days after we initially receive a complaint. Under the AFCA’s rules, a customer’s complaint may be referred to us if it has not gone through our complaints process.
You can contact AFCA on:
GPO Box 3, Melbourne VIC 3001
