If something’s gone wrong, we want to hear about it
At Go Insurance, we’re committed to doing the right thing — always. That means being transparent, listening when things go wrong, and making it right where we can. All policyholders can access our free complaints service, and we’ve set out the steps below so you know exactly what to expect.
Talk to us first
Most concerns can be resolved quickly and easily by contacting our team directly. You can reach us by:
We’ll acknowledge your complaint within 1 business day and aim to respond within 10 business days, as long as we’ve received everything we need and any investigation is complete. If we need more time, we’ll let you know and agree the next steps together. You’ll be kept updated throughout.
Need extra support? If you’re in a vulnerable situation or need additional help, please visit our Support for Vulnerable Customers page.
If you’re still not satisfied
If you’re not happy with how we’ve handled your complaint, or we can’t resolve the issue together, you can escalate your concerns to Lloyd’s Australia Limited:
Lloyd’s will confirm whether your dispute will be handled by their team in Australia or by the Policyholder & Market Assistance Department at Lloyd’s in London:
Timelines: you’ll receive written acknowledgment within 5 business days, and regular updates at least every 10 business days. Most disputes are fully resolved within 15 business days, provided all information is available and any investigation has been completed.
External review options
For retail clients
You can lodge your dispute with the Australian Financial Complaints Authority (AFCA), an independent service that helps resolve disputes between consumers and financial firms. You’ll need to refer your complaint to them within 2 years of our final decision.
For wholesale clients or non-AFCA eligible retail clients
If you don’t qualify for AFCA, you may be able to take your dispute to the UK Financial Ombudsman Service. This must be done within 6 months of the final decision issued by Lloyd’s. Full details will be provided when applicable.
It’s completely free
There’s no cost to use our complaints process, or any of the external escalation services above. It’s free of charge for all policyholders.
How we improve
Great complaints handling starts with great training. Every team member who resolves complaints completes the Lloyd’s Coverholder eLearning module, with additional training when needed. But it’s not just about fixing individual issues — we log and review all complaints, looking for patterns in product design, claims handling, underwriting or service.
How we manage and learn from complaints
Every six months we review complaint data and conduct root cause analysis to guide improvements across our operations and customer experience. Our process includes:
Frequently asked questions
What Australian customers most often ask about making a complaint to Go Insurance.
How do I make a complaint to Go Insurance?
Contact us first — call 1300 819 888, email customerrelations@goinsurance.com.au, or write to Go Insurance, PO Box 5964, Brendale QLD 4500. We’ll acknowledge your complaint within 1 business day.
How long does Go Insurance take to respond to a complaint?
We acknowledge your complaint within 1 business day and aim to respond within 10 business days, once we’ve received everything we need and any investigation is complete. If we need more time, we’ll let you know and agree the next steps with you.
Does it cost anything to make a complaint?
No. Our complaints process and all the external escalation options — Lloyd’s, AFCA and the UK Financial Ombudsman Service — are free for all policyholders.
What if I’m not happy with Go Insurance’s response?
You can escalate to Lloyd’s Australia. From there, retail clients eligible for AFCA can lodge a dispute with the Australian Financial Complaints Authority; wholesale or non-AFCA-eligible clients may be able to use the UK Financial Ombudsman Service.
What is AFCA and how do I contact them?
AFCA is a free, independent service that resolves disputes between consumers and financial firms. Contact them on 1800 931 678, at info@afca.org.au, via afca.org.au, or GPO Box 3, Melbourne VIC 3001. Refer your complaint within 2 years of our final decision.
Can I get help making a complaint if I’m in a vulnerable situation?
Yes. If you’re in a vulnerable situation or need extra help, see our Support for Vulnerable Customers page. You’re also welcome to have someone deal with us on your behalf.
Let’s put it right
If something hasn’t met your expectations, get in touch — we’ll listen, keep you updated, and work to resolve it fairly.