If a consumer has any disputes regarding the outcome of their claim, they should immediately contact their insurer. Policyholders will have access to information about them that their insurer has relied on to assess their claim. In special circumstances or if the claim in question is subject to investigation, the insurer can refuse to release certain information. However, you can request a review of the decision to deny you access to the information.
Provided that insurers have all necessary information and have completed any investigation required, they will respond to the dispute within 15 business days of it being lodged.
If the dispute remains unresolved, or you are unhappy with the decision, you may then contact the Financial Ombudsman Service (FOS) who independently and impartially determines general insurance disputes between insurers and their customers. You should contact the FOS as soon as possible if you are dissatisfied with your insurer's internal dispute resolution decision.
To contact the FOS visit http://www.fos.org.au or call 1300 780 808.