Complaints.

If you have experienced a problem, or if you have any concerns about a Helia product or service, we would like to hear from you.

You can tell us about your concerns either by telephone, email or letter.

To help us assist you with your concerns, we ask that you:

• Provide all the supporting documents relevant to the complaint;
• State the questions you would like us to answer; and
• Tell us what you think would be a reasonable response to your complaint.
  
  

Once we receive your complaint, we will assign the complaint to the Complaint Resolution Contact Point, who will:

• Acknowledge receipt of your complaint within 24 hours
• Gather relevant information and investigate your complaint
• Consider the most effective course of resolution
• Communicate regularly and discuss our findings with you within 30 business days of receipt, and agree to a plan of action and
• If a resolution cannot be reached, refer you an External Dispute Resolution scheme.

Please note that the complaint process is free of charge.

For help with translation and interpreting, please visit the below links:

https://www.tisnational.gov.au/

https://www.infrastructure.gov.au/media-technology-communications/phone/services-people-with-disability/accesshub

Contact us

Phone: 1300 306 411
Email ComplaintsAU@helia.com.au
Mail: GPO BOX 3952, Sydney NSW 2001

Dispute resolution

We expect that we will completely resolve the issues you raise. If, despite our best efforts, you believe your complaint has not been satisfactorily dealt with, you may wish to contact our External Dispute Resolution scheme, Australian Financial Complaints Authority (AFCA).

Australian Financial Complaints Authority:

Address: GPO Box 3 Melbourne Vic 3001
Phone: 1800 931 678
Email: info@afca.org.au
Website: afca.org.au

In New Zealand, Helia is a member of the Financial Dispute Resolution Service.

Financial Dispute Resolution Service contact details:

Address: Freepost 231075 PO Box 5730 Wellington 6145 NEW ZEALAND
Phone: 0508 337 337
Email: enquiries@fdrs.org.nz
Website: fdrs.org.nz

General Insurance Code of Practice

The General Insurance Code of Practice sets out a commitment by the general insurance industry, to aim for the best standards of service possible, and to promote better relations between customers and insurers. 

It is the general insurance industry's promise to be open, fair and honest in the way it deals with customers.

Helia Mortgage Insurance Australia Ltd (ABN 60 106 974 305) is committed to following the Code.

The Code is designed to raise customer service standards in the insurance industry and to protect the rights of policyholders. The Code specifically addresses the following areas:

• Buying insurance
• Claims handling
• Financial hardship
• Information and education
• Complaints and disputes
• Monitoring and enforcement of the Code.

Where there is any conflict or inconsistency between the Code and any Commonwealth, State or Territory law, that law prevails.

If you would like more information on the General Insurance Code of Practice, you can visit the Code website codeofpractice.com.au, or you can download a copy of the Code below.

General Insurance Code of Practice

Accessibility 

Helia is committed to making our website's content accessible and user friendly to everyone. If you are having difficulty viewing or navigating the content on this website, or notice any content, feature, or functionality that you believe is not fully accessible to people with disabilities, please call our team on 1300 655 422 or email us at infoau@helia.com.au  with "website accessibility" in the subject line and provide a description of the specific feature you feel is not fully accessible or a suggestion for improvement.

We take your feedback seriously and will consider it as we evaluate ways to accommodate all of our customers and our overall accessibility policies. Additionally, while we do not control such vendors, we strongly encourage vendors of third-party digital content to provide content that is accessible and user friendly.