We’re here to help – and if something hasn’t gone quite right, we want to fix it. Whether it’s about your insurance policy, a claim, or your experience with our service, we take all complaints seriously and will do our best to resolve things quickly and fairly.
To help resolve your complaint as quickly as possible, please contact the right team based on what your concern is about.
If your complaint is about a claim:
Corporate Services Network (CSN)
Telephone. (02) 8256 1770 (Mon–Fri)
Email. readysetcomplaints@gbta.com.au
Post. GPO Box 4276, Sydney NSW 2001
For all other complaints (including your policy or our service):
ReadySet Insurance (360 Leisure Travel)
Telephone. 1800 411 580
Email. idr@360uw.com.au
Post. Suite 1, Level 18, 201 Kent Street, Sydney NSW 2000
Once we’ve received your complaint, we’ll let you know we’ve got it and start our review. Our goal is to resolve complaints within 10 business days. If it’s taking longer, we’ll keep you updated on the progress.
If we’re unable to resolve your complaint to your satisfaction, it can be escalated to Lloyd’s Australia, who will review it or pass it to their UK team if appropriate.
Lloyd’s Australia Limited
Telephone. (02) 8298 0783
Email. idraustralia@lloyds.com
PO Box R1745 Royal Exchange NSW 1225
We aim to provide a final response within 30 calendar days of when you first contacted us (unless there are exceptional circumstances).
If you’re still not happy – or if 30 days have passed and your complaint hasn’t been resolved – you can contact the Australian Financial Complaints Authority (AFCA). This is a free, independent service that helps consumers resolve complaints with financial services providers.
Australian Financial Complaints Authority
Telephone. 1800 931 678
Email. info@afca.org.au
Post. GPO Box 3, Melbourne VIC 3001
Online. www.afca.org.au
Please note: Complaints must be lodged with AFCA within 2 years of our final decision (unless AFCA considers special circumstances apply).
If you’re here because you want to make a new claim, please reach out to CSN (our claims partner) directly. You can find their contact details in Step 1.
