Dispute resolution process

If you are not happy with our products or services or you have any complaint about MIGA, we will do our best to resolve the matter in a fair and equitable manner with you.

Simply contact us to discuss your complaint.  To allow us to make a full assessment, we will request that you submit details of your complaint in writing to us along with any supporting documentation.

Our process for resolution of any matters is two tier and is as follows:
 

Internal Dispute Resolution process

• This process enables you to first raise any matter or concern with us
• Simply submit details of your concern in writing to us or call us on 1800 777 156
• We will aim to resolve your concern within 5 business days. If this is not achieved, your matter will be escalated to our Internal Dispute Resolution process and we will aim to provide an initial determination to you within 30 days
• Our commitment in terms of how disputes will be resolved and dealt with is as follows:
  • Where the dispute is resolved internally in your favour, any action required by MIGA to resolve the matter will be undertaken immediately and we will then consider the matter resolved
  • Where the dispute is resolved in favour of the initial determination or supports the initial advice given, this will be communicated in writing to you
  • MIGA will consider each dispute on the basis of the specific facts and documentation surrounding the dispute.  MIGA is committed to acting with fairness and objectivity at all times when dealing with a dispute and the insured lodging it.

External Dispute Resolution process

The Australian Financial Complaints Authority (AFCA) is an independent national body which deals with complaints from consumers in the financial system.  Before you take the matter to AFCA, we encourage you to contact MIGA to go through the Internal Dispute Resolution process outlined above.  You can email us at corporate.risk@miga.com.au.

If you are still not satisfied with the steps taken by us to resolve your complaint or you are not comfortable with the resolution, you can then seek assistance from AFCA.

You can refer an insurance related dispute to AFCA at no cost to you, however time limits may apply to complain to AFCA. We recommend you consult with the AFCA website promptly after being advised by us of our decision to find out if or when the time limit relevant to your circumstances expires.

AFCA will only consider insurance matters.  If you are a member of MDASA, AFCA cannot consider matters relating to your membership nor any entitlements you may have to discretionary indemnity with MDASA.

The contact details for AFCA are:

Australian Financial Complaints Authority
GPO Box 3
MELBOURNE  VIC  3001

1800 931 678 (free call)
Fax: (03) 9613 6399

Email: info@afca.org.au
Website: www.afca.org.au