Let us know if you’ve had a great conversation, or one of our team members has helped you, or that our products suited your situation, or even that the claims process was easier than you thought.
Likewise, let us know if you have any suggestions or general feedback about what we could do better. The feedback you provide helps us review and improve our products and services.
TIO is proud of the quality service it provides to Territorians. TIO is also committed to maintaining our reputation as the leading provider of quality insurance products and services in the Territory.
Disputes are not an everyday occurrence, as our focus is on good customer outcomes.
We strive to do things the right way and keep our customers happy.
Sometimes though, disputes do occur and when this happens we look to resolve the issue as quickly as possible in accordance with our complaints and dispute resolution procedures.
To find out more about our process view the Complaints and Dispute Resolution Brochure.
If you have a complaint that relates to our products or services or the conduct of our representatives such as our employees, loss adjusters, repairers, investigators or collection agents, please contact us.
If you would like to discuss your complaint in a language other than English, find out more about our interpreter service.
Our complaints handling process varies depending on whether it relates to:
Allianz Australia Insurance Limited trading as Territory Insurance Office is a subscriber to the General Insurance Code of Practice (Code) and supports its principles of honesty, efficiency, fairness, transparency and timeliness.
Introduced by the Insurance Council of Australia (ICA), the General Insurance Code of Practice (Code) sets out the standards that general insurers must meet when providing services to their customers. It also sets out timeframes for insurers to respond to claims, complaints and requests for information from customers.
Our priority is to resolve your complaint as quickly and fairly as possible, within 30 calendar days and to do this, it will be handled by a TIO team member with the appropriate authority, knowledge and experience to address the concerns you have raised.
We will keep you informed of the progress of your complaint at least every 10 business days (unless you agree on an alternative time frame).
While our aim is to provide you with a resolution to your complaint as soon as possible, if we are not able to make a decision or resolve your complaint within 30 days, then before this deadline passes we will let you know the reasons for the delay and about your right to take your complaint to Australian Financial Complaints Authority (AFCA).
Lodge a ComplaintWe’re part of an independent external dispute resolution scheme administered by the Australian Financial Complaints Authority (AFCA). The scheme is for customers and third parties as allowed under its Rules. Its final determinations are binding on us.
For general insurance matters, you can take your Complaint to AFCA at any time, if you are unhappy with the complaint resolution, or if we do not resolve your Complaint within 30 calendar days after we first received your Complaint. This applies even if we are still considering your complaint/dispute.
AFCA will not consider a complaint/dispute unless it is lodged before the earlier of the following time limits:
A complaint or dispute can be lodged with the Australian Financial Complaints Authority (AFCA):
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority, GPO Box 3 Melbourne VIC 3001.
TIO is a signatory to the Motor Vehicle Insurance and Repair Industry Code of Conduct which establishes standards of fair-trading in the relationship between TIO and Repairers.
Repairers can obtain more information on this Code via the website or by contacting the TIO Motor Assessing Manager on 131 846
Complaints relating to Workers Compensation are managed as per the NT WorkSafe complaint standards guide.
Contact the TIO team member you have been dealing with to discuss your concerns, or phone 8982 8333.
Let us know what the problem is and we will attempt to resolve it as quickly as possible.
If the matter is not resolved to your satisfaction, you can make a request for your dispute to be referred for review – please submit a written request by emailing: ntwc.claims@tiofi.com.au
Please specifically reference your request for the decision to be reviewed.
If at the conclusion of the review, you wish to take the matter further, you can apply to NT WorkSafe to have the dispute referred to mediation by completing an application for mediation form.
Requests for mediation must be in writing and provided to NT WorkSafe by:
Hand delivery:
NT WorkSafe
First floor, Building 3
Darwin Corporate Park
631 Stuart Highway
Darwin NT 0801
Post:
Request for Mediation
GPO Box 1722
Darwin NT 0801
Email: mediationworksafe@nt.gov.au
TIO is based in Darwin and our strength lies in our solid understanding of the conditions faced within the Territory year after year.