Complaints Procedure

What do you do?

Ivory aims to always provide the highest quality of service to our customers, but we recognise that complaints may arise as part of the normal course of business. Understanding and acting on the cause of complaints can provide Ivory with an opportunity to improve the service we provide.

If you feel that we have failed to provide you with the best service, please let us know immediately. We take all customer complaints seriously, and we are committed to resolving your complaint quickly, openly, and fairly.

  • If you are unhappy with any aspect of the handling of your insurance, we would ask you to contact the department concerned in the first instance. If you remain unhappy or feel the matter has not been resolved to your satisfaction, you may refer a complaint to us at any time in one of the following formats:

    Complaints Officer:

    Phone: +61 417 670 959

    By email: complaints@ivoryinsurance.com.au

    In writing at: Complaints Department, Ivory Insurance,
    Level 6/307 Queen St, Brisbane QLD 4000

    All complaints are managed in accordance with our Regulators’ standards.

  • Within 5 working days of receiving your complaint:

    We will send you an acknowledgement letter. This letter will provide the contact details of the person who will be supporting you throughout your complaint.

    Within 8 weeks of receiving your complaint:

    We will provide you with a final response explaining the outcome of our investigation and the next steps, or a letter confirming when we anticipate we will have concluded our investigation.

  • If you are still unsatisfied, please contact us at complaints@ivoryinsurance.com.au.