Dispute Resolution Process

Total Claims Solutions recognises the importance of complaints management as part of quality customer service and strives to do things the correct way and keep our customers happy, regardless of whether the dispute involves our staff, an affiliate or any other party involved in the rehabilitation process.

We believe we are accountable for our actions and decisions. Our customers and providers have the right to complain about us and seek a remedy for decisions that affect them.

Our Commitment

Total Claims Solutions has an Internal Dispute Resolution process, which is committed to resolving customer complaints quickly and fairly. We train our staff to resolve issues as they arise and support the right of our customers and providers to have their complaints heard and actioned appropriately.

If you disagree with the decision, you can request the matter to be further considered by QBE Insurance (Australia) Limited’s Internal Disputes Resolution Team, if applicable.  Please contact us for a brochure that sets out this process.

If you are unable to resolve your dispute you can contact the Australian Financial Complaints Authority (AFCA) on 1800 931 678 between 9am – 5pm AEST/AEDT weekdays or email info@afca.org.au.