Complaints & Dispute Resolution

At Resilium Insurance Broking we are committed to ensuring that all complaints are dealt with in an efficient and professional manner.

How we will deal with a complaint

If you are not satisfied with our products or services or a decision made in relation to your insurance, please let us know so that we can help.  It is important to follow the complaint handling process in order to resolve your complaint effectively and efficiently.

Step 1.  Let us know

If you would like to make a complaint, please contact your Resilium Insurance Broking (RIB) Authorised Representive (A.R). If you do not wish to speak to your RIB A.R you can contact Resilium Insurance Broking who will obtains details of your complaint and refer your complaint to the relevant team who will attempt to resolve the complaint.

A response is usually provided to you within 5 business days. You can also contact us:

By phone: 1800 367 287
By Fax: broker@resiliumib.com.au

Step 2.  Review by our Customer Relations Team

If you’re not satisfied with the outcome, you can ask for the complaint to be referred to the Internal Customer Relations team or you can contact them directly:

By phone: 1300 264 053
By Fax: 1300 316 047
By email: idr@suncorp.com.au
In writing: Customer Relations Suncorp Insurance
PO Box 14180
Melbourne City Mail Centre VIC 8001


Customer Relations aims to contact you with a decision within 15 business days of receiving your complaint. We may contact you for additional information and agree a reasonable alternative timeframe.

If your complaint isn’t resolved within 45 days, you can refer it to the Australian Financial Complaints Authority (AFCA), as per step 3, even if we’re still considering it.

Step 3.  Seek review by an external service

We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you may be able to access the services of the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free for consumers. AFCA has authority to review certain complaints. Contact them to confirm if they can assist you. Any decision the AFCA makes is binding on us, provided you also accept the decision. You do not have to accept their decision and you have the option of seeking remedies elsewhere.

You can contact AFCA:

By phone: 1800 931 678 (free call)
By email: info@afca.org.au
In writing: Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
By visiting: www.afca.org.au