EMLife Complaints Procedure

Where your Complaint is about a Life Insurance Policy owned by a superannuation fund trustee

  • Where possible, we will respond to the superannuation fund trustee so that it can provide a final response to your Complaint in writing within 90 calendar days of the superannuation fund trustee receiving your Complaint. You will be informed of:

    &nsbp;

    a) our final decision in relation to your Complaint and the reasons for that decision;

    b) that you have the right to copies of the documents and information we relied on in assessing your Complaint, and if you request we will provide you (or your doctor, where appropriate) with copies within ten business days, in accordance with the Access to Information section of the Code;

    c) your right to take your Complaint to the Financial Ombudsman Service (FOS) if you are not satisfied with our decision, and the timeframe within which you must take your Complaint to FOS; and

    d) contact details for FOS.

  • If the superannuation fund trustee does not respond to your Complaint within 90 calendar days of receiving your Complaint, you can request written reasons from them for the delay. You have the right to take your Complaint to the SCT if you are not satisfied.

Where your Complaint is about a Life Insurance Policy that is not owned by a superannuation fund trustee

  • 9.12 Where possible, we will provide a final response to your Complaint in writing within 45 calendar days. We will tell you:

    &nsbp;

    a) our final decision in relation to your Complaint and the reasons for that decision;

    b) that you have the right to copies of the documents and information we relied on in assessing your Complaint, and if you request we will provide you (or your doctor, where appropriate) with copies within ten business days, in accordance with the Access to Information section of the Code;

    c) your right to take your Complaint to the Financial Ombudsman Service (FOS) if you are not satisfied with our decision, and the timeframe within which you must take your Complaint to FOS; and

    d) contact details for FOS.

  • If we are unable to respond to your Complaint within 45 calendar days, we will inform you of the reasons for the delay before the end of the 45 calendar days and inform you of your right to take your Complaint to FOS if you are not satisfied, along with contact details for FOS.

External Dispute Resolution

  • FOS is available to customers and third parties who fall within the FOS Terms of Reference. The SCT is available to customers and third parties whose complaints are covered by the Superannuation (Resolution of Complaints) Act 1993. You may seek independent legal advice and access any other external dispute resolution options that may be available to you or of which we are a member.

  • If our final decision does not resolve your Complaint to your satisfaction, or if we do not resolve your Complaint within the timeframes required above, you may refer your Complaint to FOS or the SCT as appropriate.

  • External dispute resolution Determinations made by FOS are binding on us in accordance with the FOS Terms of Reference. Determinations made by the SCT are binding on us and the superannuation fund trustee in accordance with the Superannuation (Resolution of Complaints) Act 1993.