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:

Contact us

Phone: 1300 306 411
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

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
Phone0508 337 337

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, or you can download a copy of the Code below.

General Insurance Code of Practice


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  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.

Australian Financial Complaints Authority (AFCA)

GPO Box 3
Melbourne Vic 3001
Phone: 1800 931 678

Contact details of the Helia Privacy Officer

The Privacy Officer
PO Box 3952
Sydney NSW 2001
Phone: (02) 8248 2597

Copyright ©2024 Helia Group Limited ABN 72 154 890 730. All rights reserved. Contact us for more information.

Helia Group Limited acknowledges the Traditional Custodians of the lands on which we operate and pay our respects to Elders past and present. We also acknowledge the important role Aboriginal and Torres Strait Islander peoples continue to play within the communities in which we operate and where our team members reside.


Important Information

The information contained on this website is general information. It does not constitute legal, tax, credit or financial advice, and is not tailored to a borrower’s specific circumstances. Borrowers should consider their own personal circumstances and seek advice from their professional advisers before making any decisions that may impact their financial position.

Helia is not a ‘credit provider’, as that term is defined in the National Consumer Credit Protection 2009 (Cth) in respect to its provision of LMI. LMI is insurance that protects credit providers, not borrowers, and cannot be provided directly to borrowers. The information provided does not refer to a credit contract with any particular credit provider.