Customers
For all enquiries about Encompass Protection, your application, managing your existing policy or help with a claim, please contact us.
Call us at: |
|
|---|---|
Overseas: |
+61 2 9134 1094 (if you’re overseas) |
Times: |
Monday to Friday |
Write to us at: |
GPO Box 239, Sydney NSW, 2001 |
Email us at: |
customer@encompassprotect.com.au – for all customer service enquiries |
Advisers
If you’re a financial adviser, please contact us on these details.
Call us at: |
|
|---|---|
Overseas: |
+61 2 9134 1095 (if you’re overseas) |
Times: |
Monday to Friday |
Write to us at: |
GPO Box 239, Sydney NSW, 2001 |
Email us at: |
adviser@encompassprotect.com.au – for all sales enquiries Alternatively, please don’t hesitate to contact your dedicated NEOS Life BDM or service consultant directly.
For pre-assessments, please contact your dedicated underwriter or |
Complaints
We like our customers to be happy. If you’re disappointed with any of our products, or services you’ve received, we’d like an opportunity to put it right.
How to make a complaint
How to contact us
Please call us on 1300 476 030 between 8.30am and 6pm (AEST/AEDT), Monday to Friday or email us at customer@encompassprotect.com.au
You can also write to us at GPO Box 239, Sydney, NSW 2001.
We’ll endeavour to manage your complaint to your satisfaction without undue delay and commit to acknowledging any complaint within one business day. There is no charge for lodging a complaint.
To help us deal with your complaint quickly, please include the following information:
- Your Encompass Protection Policy Number
- Your name and contact details, including your daytime phone number and email address
- Details of your complaint
- Copies of any relevant documents
- Your desired outcome
If we’re unable to resolve your complaint to your satisfaction, we will put you in contact with our Dispute Resolution Team. For more information, please visit www.encompassprotect.com.au
If you’re not satisfied with the resolution provided by our Disputes Resolution Team, or we haven’t responded to you in 45 calendar days for super or traditional trustee service complaints, and 30 calendar days for other products and services, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).
Need assistance to make a complaint?
- If you need assistance to make a complaint, a family member, friend or your financial adviser can do so on your behalf.
- To protect your privacy, you will need to give us your verbal or written confirmation that you have authorised another person to assist you with your complaint. You can amend or withdraw this authorisation at any time.
- If you need assistance due to a speech or hearing impairment, you can use the National Relay Service.
- The Translating and Interpreting Service (TIS National) provides interpreting services to people who do not speak English and to agencies and businesses that need to communicate with their non-English speaking clients. TIS National can be contacted on 131 450 (within Australia) or 03 9268 8332 (outside Australia).
How to contact the Australian Financial Complaints Authority (AFCA)
AFCA is an independent organisation, which provides free assistance to customers who have complaints about financial products and services.
AFCA’s contact details are below:
Australian Financial Complaints Authority GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
Email: info@afca.org.au
Website: www.afca.org.au
Please click here for the Encompass Protection Complaints Management Policy.