Dispute resolution

Step 1: Talk to Us – Discuss the matter with your Account Executive or Claims Handler

If you are dissatisfied with any aspect of your relationship with CRI, including our products or services, and wish to make a dispute, please contact the Account Executive or Claims Handler you have been dealing with, providing as much information as possible when you raise your concern.

Our Account Executive or Claims Handler will try to resolve disputes at first contact or shortly thereafter; if we are unable to do so, we may refer you to a Manager (or you can ask to speak to a Manager yourself).

The Account Executive or Claims Handler, or Manager will attempt to respond and resolve your dispute as soon as possible.

Step 2: Contact Customer Relations

If we can't quickly resolve your dispute, you can ask for it to be escalated to our Customer Relations team. You can also contact the Customer Relations team directly by:

Customer Relations will contact you if they require additional information or have reached a decision. Customer Relations will advise you of the progress of your dispute and the timeframe for a decision in relation to your dispute. If you are unhappy with our decision or in the unlikely event we cannot resolve a dispute within a maximum of 30 days, you may want to explore external review options like the Australian Financial Complaints Authority (AFCA).

Step 3: Seek an External Review

We expect our procedures will deal fairly and promptly with your dispute. If you are unhappy with the decision made by Customer Relations, you may wish to seek an external review, such as referring the issue to the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services dispute resolution that is free to customers. AFCA has the authority to hear certain disputes. AFCA will confirm if they can assist you. You may contact AFCA at any time at:

Some time limits apply to AFCA disputes, so act quickly. Check the AFCA website to see if time limits apply to your situation. Further information about our dispute and resolution process is available by contacting us.