Our Complaints Management process

If you are unhappy with any aspect of your insurance or the service we have provided, please let us know so we can help. Resolving complaints is as important to us as any other area of our business.

How to make a Complaint

If you have a complaint, please contact us by phone (1800 196 484) or email us at info@scti.com.au.

If we cannot resolve your complaint straight away, we have outlined the process for taking your complaint further. 

Our Internal Complaints Management Process

We will review your complaint and, provided we have the information we need, your complaint will be completed within 30 calendar days unless we are unable to provide you with a final decision within this time. If more time is needed, we will contact you by email to let you know.

Your complaint will be reviewed by employees with the appropriate experience, knowledge, and authority.

You can provide us with further information which you believe assists your complaint at any time throughout the process.

You can take your complaint to the Australian Financial Complaints Authority (AFCA) at any time and if we do not resolve your complaint within 30 calendar days after we first received your complaint.

Under AFCA’s rules, your complaint may be referred back to us if it has not gone through our complaints process.

Independent Complaints Review Process 

If you remain dissatisfied with the outcome of your complaint after our final review, you can choose to have the matter reviewed independently by the Australian Financial Complaints Authority (AFCA). AFCA provide an independent complaint resolution service and their decisions are binding on us. You have up to 2 years to contact AFCA after our final review decision. 

For more information or to access AFCA service please call 1800 931 678, email info@afca.org.au, or visit www.afca.org.au.