Complaints

If something has gone wrong, we want to hear about it. Here is how to raise a complaint and what happens next.

Step 1 — Talk to us

Contact us directly and tell us what happened. Most concerns are resolved fastest by speaking with the broker who arranged your cover.

Phone: 08 8120 0899
Email: service@keyinsure.com.au
Post: Level 3, 36 Grote Street, Adelaide SA 5000

Step 2 — Internal review

KeyInsure is a Corporate Authorised Representative (No. 001279329) of Community Broker Network Pty Ltd (AFSL 233750). If your complaint is not resolved to your satisfaction, it can be escalated for review under the licensee's internal dispute resolution process.

Step 3 — External review by AFCA

We are a member of the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution scheme. If you are not satisfied with the outcome, you can refer your complaint to AFCA free of charge.

Australian Financial Complaints Authority

Phone: 1800 931 678
Website: afca.org.au
Email: info@afca.org.au
Post: GPO Box 3, Melbourne VIC 3001

Insurance Brokers Code of Practice

We subscribe to the Insurance Brokers Code of Practice, which sets the standards of service you can expect from us.