It’s in the interests of the insurer or financial services company and the consumer to be able to find a solution if there is a problem regarding an insurance contract. The first step is to take the complaint directly to the insurer. In most cases, any questions and concerns can be sorted out quickly and easily. The insurer must follow the Insurance Code of Practice and respond to complaints promptly and present an outcome progress report. You can also follow a complaints process to seek satisfaction from an insurer. If you’re still not satisfied you can contact the Australian Financial Complaints Authority in Australia or the Insurance and Financial Services Ombudsman in New Zealand. These services offer independent and unbiased solutions to assist consumers.