Handling your complaint

Youi is a signatory to the General Insurance Code of Practice (The Code). You can view The Code on the link below. The Code provides information of the General Insurance industry’s standards of customer service.

What to do if you have a complaint

If you have a complaint, please tell us about it. We will carefully review the matter and respond to you within 15 working days.

How to make a complaint

  • Please contact us via the Contact Us section of this website or via email at info@youi.com.au
  • It is important that you provide full details of your complaint including dates, times, names and your preferred contact method. 
  • If your complaint has not been resolved to your satisfaction, you can request that the matter be referred to our Internal Disputes Resolution Service.

Internal Dispute Resolution Service

Youi treats all customer complaints and disputes very seriously and offers an Internal Dispute Resolution Service that will review your complaint and make the appropriate determination.

If your complaint has not been resolved satisfactorily, please contact Chris Overs, our Dispute Resolution Manager on disputes@youi.com.au or ph:1300 00 YOUI (9684).

The Internal Dispute Resolution Service will take the following steps:

Step 1

We will confirm receipt of your dispute, by email or phone, within 3 working days.

Step 2

Where all necessary information has been received regarding your dispute, we will provide a final decision to you within 15 working days.. If extra time is required for the review of your complaint, we will contact you to agree a new time frame. We will continue to advise you of our progress at least every 10 working days. Where a new timeframe cannot be agreed, you are entitled to escalate your complaint to the Financial Ombudsman Service (FOS) at the contact details shown below.

Step 3

We will provide you with our final Internal Dispute Resolution decision in writing and also by email.

Step 4

If you are not satisfied with our final decision, your other available options include:

  • Requesting a review of your dispute by the Financial Ombudsman Service (FOS). The FOS is a free and independent external dispute resolution service available to our policyholders. The FOS can advise you whether your dispute is one which falls within their terms of reference, as not all customers or products are covered. You can contact the FOS as follows:

Website: http://www.fos.org.au/
By Phone: 1300 78 08 08
By Email: gi@fos.org.au
By mail: Financial Ombudsman Service PO Box 561 Collins Street West Melbourne VIC 8007

  • Seeking independent legal advice.
  • Referring the matter to the department in your state or territory responsible for fair trading and/or consumer affairs, if applicable.

 

Youi will provide further information to you regarding the Financial Ombudsman Service.

 

 

Youi Car Insurance Poll

IT'S FAIR TO USE PARKING BAYS AT SHOPPING CENTRES DESIGNATED FOR PEOPLE WITH PRAMS/STROLLERS:




Submit