Car Rental Insurance Pty Ltd (CRI) understands that occasionally problems may arise and you may have a complaint.
At CRI, we take our customer complaints very seriously and have a process through which we seek to resolve them.
If you are a CRI customer and feel we may have not met your expectations or if you are dissatisfied with any aspect of our products or service, we’d like to hear about your concerns in order to assist to bring about a resolution.
Please follow these simple steps in order to lodge a complaint or provide feedback on our products and or services:
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 complaint, 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 complaints 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 complaint as soon as possible.
Step 2: Contact Customer Relations
If we can’t quickly resolve your complaint, you can ask for it to be escalated to our Customer Relations team. You can also contact the Customer Relations team directly by:
Phone on 1800 045 517
Fax on 1800 649 290
Free post (no stamp needed) at:
Reply Paid 89824
Sydney NSW 2001
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 complaint and the timeframe for a decision in relation to your complaint. If you are unhappy with our decision or in the unlikely event we cannot resolve a complaint 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 complaint. 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 complaint resolution that is free to customers. AFCA has the authority to hear certain complaints. AFCA will confirm if they can assist you. You may contact AFCA at any time at:
Australian Financial Complaints Authority
GPO Box 3
Melbourne Vic 3001
Tel: 1800 931 678
Some time limits apply to AFCA complaints, so act quickly. Check the AFCA website to see if time limits apply to your situation. Further information about our complaint and dispute resolution process is available by contacting us.