Complaints Policy

You can contact Risk Insures Mobile Claims team who will assist you in lodging your complaint.

Telephone: 1800 371 713
Email to: vhaclaims@riskinsure.com.au with the subject line Complaint and your claim number
Mail: Risk Insure Pty Ltd, GPO Box 7087, Hutt Street, ADELAIDE 5000

Risk Insures Mobile Claims team are available Monday to Friday 8am to 4.30pm ACST

Complaint Handling Risk Insure will review your concerns and provide you with an initial response within 15 working days of the receipt of your complaint, provided we have all necessary information and completed any investigation required. Your complaint will receive a final response from Risk Insure within 30 days of the date you lodged your complaint.

If we are unable to resolve your concerns or we have not been able to provide you with a final decision within 30days, we will provide you with the contact details for the external dispute resolution body.

You will have access to information about you which we have relied on in assessing your claim and an opportunity to correct any mistake or inaccuracies.

In special circumstances, we may decline to provide access to or disclose information to you such as:

  1. Where information is protected from disclosure by law, including the Privacy Act 1988
  2. Where, in the case of a claim, the claim is being or has been investigated; or
  3. Where the release of information may be prejudicial to us in relation to a dispute about your insurance cover or your claim (except in the case ofExternal Experts’ reports), or in relation to your complaint.

If we decline to provide you access to information or decline to disclose information to you we will not do so unreasonably, we will give you reasons for doing so and we will provide you details of our complaints process