Our ongoing commitment is to provide fast, fair, and better service than the competition. If, however, you're ever dissatisfied with our service, we encourage you to take advantage of our dispute resolution process.
If you are dissatisfied with our service, the cover provided under your policy, or the way we have treated you, we encourage you to take advantage of our dispute resolution process as described below. This process extends not only to you, but also to any party covered under your policy.
If you are not satisfied with anything about your cover or the way we have treated you, please tell us.
Dispute Resolution Process
Firstly, you should email your complaint to Progressive at customersupport@progressiveonline.com.au. If you’ve been dealing with a Progressive representative, contact that person and express your dissatisfaction. Ask them to refer the matter to their manager if they have not done so already. We’ll often be able to resolve the matter to your satisfaction.
If you feel your issue has still not been resolved to your satisfaction, you can email the Progressive Customer Ombudsman at ombudsman@progressiveonline.com.au and request that he or she review your dispute. The Ombudsman will respond to you within 15 working days of receiving your email, unless more time is needed to investigate, in which case, the Ombudsman will contact you to discuss the length of the investigation.
If you disagree with the Progressive Customer Ombudsman's decision, you are entitled to appeal to the Financial Ombudsman Service (FOS) for a review of the Progressive Customer Ombudsman’s decision (so long as you qualify under the FOS eligibility criteria). The FOS is an independent dispute-resolution service. You can contact the service toll-free at 1300 78 08 08 or by email at info@fos.org.au. You can also visit the FOS website at fos.org.au. There is no charge for this service.
You do not have to accept any decision we or the FOS make. You always have the option to seek remedies elsewhere. Any decision the Progressive Customer Ombudsman or the FOS makes is binding on us, provided you accept the decision.
The General Insurance Code of Practice
We're a member of the Insurance Council of Australia (ICA) and have adopted its General Insurance Code of Practice. This code provides information and education about insurance and sets forth standards of customer service and procedures to promote better relations between customers and insurers. It addresses insurance buying, claims handling, catastrophe and disaster response, education, and dispute resolution.
For more information about the code and to receive a copy for your records, go to codeofpractice.com.au.