Your Feedback
At Liberty, we value your feedback and are committed to learning from your experience to improve our service. If you would like to share a compliment, suggestions or general feedback about our products, policies and procedures or how we can do better, you can contact us by finding a team member on Our People page. We would like to hear from you.
What to do if you have a complaint
We understand that occasionally you may not be satisfied with our products or services, or with how we managed your personal information, in which case we encourage you to tell us. We take complaints seriously and have a process in place to help you raise your concerns and have your complaint or dispute reviewed fairly.
Step 1. Please talk to us
Please contact your insurance advisor or the relevant staff member in the appropriate department, including a team member listed on Our People page, who may be able to resolve the matter for you.
Step 2. Have your complaint reviewed by our Internal Dispute Resolution function
You can ask for the matter to be escalated for an independent review in accordance with Liberty’s Internal Dispute Resolution Process.
Please email your complaint to us which should include detailed reasons, any supporting evidence and the outcome you are seeking. We ask that you send this directly to us so that we can understand and address your concerns.
Send your complaint to complaintsap@libertymutual.com.
Step 3. Australian Financial Complaints Authority (AFCA)
AFCA provides an independent external financial services complaint resolution service that is free to consumers.
Please note that not all matters and financial products fall within AFCA’s jurisdiction, and there may be other external dispute resolution options available to you. You may need to obtain independent legal advice in those circumstances.
For matters which can be considered by AFCA, they can be referred at any time in the complaints process.
AFCA’s contact details are:
Australian Financial Complaints Authority
Mail: GPO Box 3,
Melbourne VIC 3001
Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)