Australian Prudential Regulation Authority

Prudential regulator of the Australian financial services industry. Oversees banks, credit unions, building societies, general insurance and reinsurance companies, life insurance, friendly societies and most members of the superannuation industry.

There are a number of organisations that provide assistance with regard to complaints and resolving disputes between consumers and insurers. Contact details for these organisations are provided below. Not all organisations provide the same type of service or cover the same types of insurance products. For further information on the most relevant organisation for your particular type of insurance dispute see Complaints against insurance companies.

Australian Securities Investment Commission

Regulator of the Australian financial services industry. Oversees banks, credit unions, building societies, general insurance and reinsurance companies, life insurance, friendly societies and most members of the superannuation industry. ASIC provides information to consumers and can deal with complaints from consumers about misconduct by service providers.

National Insurance Hotline

Provides free legal advice to anyone in Australia (but does not assist businesses or insurers) on all types of insurance law matters. Some representation available but this is strictly means and merit tested.

Financial Ombudsman Service

National external dispute resolution scheme. Provides free advice and assistance to consumers to aid them in resolving complaints relating to the financial services industry, including banking, credit, loans, general insurance, life insurance, financial planning, investments, stock broking, managed funds and superannuation trusts.

Insurance Brokers Disputes Limited (IBDL)

National, self-regulatory scheme operated by the insurance broker industry. Provides a free consumer service that handles complaints and helps resolve problems with insurance brokers. Covers a range of policies including motor vehicle, home (buildings and contents), sickness and accident, life, consumer credit, travel, personal and domestic property up to a claim limit of $50,000.

Private Health Insurance Ombudsman (PHIO)

Available to members of a private health fund. Provides an independent service to assist consumers with health insurance problems and enquiries.