Learn About How do I make a complaint?

At Keep, we always strive to provide a great service and experience to our customers. However, we know that sometimes things just don't go the way they should have.

As such, we would appreciate the opportunity to receive your feedback and resolve any complaints internally. Informing us of any problems or issues you have had will allow us to address the issue directly which should also result in in a quicker resolution for you and will help us to constantly improve our customer service.

Our internal dispute resolution scheme is open to anyone who deals with us; you can make a complaint by emailing us at admin@keepinsuranceco.com.auor via the Contact Us page on our website.

You will receive immediate acknowledgement of your complaint, and we will endeavour to respond to your complaint within a 24-hour period. Wherever possible, we will contact you directly via phone or email to resolve the complaint on the spot. However, if we require further detail from you regarding the issue, we may need to discuss this with you and take additional time to establish the situation before a resolution is reached.

If your complaint is not resolved within 5 days, it will be escalated to our Complaint Resolution Officer.

Generally, complaint resolution should take no longer than 30 days. However, if there are any delays in the process we will keep you updated with any reasons, along with expected response and outcome times.

In the event that you are not satisfied with the outcome of your complaint, you may contact the Australian Financial Complaints Authority (AFCA).

Website: www. https://www.afca.org.au/

Telephone: 1800 931 678 (free call)

AFCA is an Australia-wide complaint resolution scheme for the consideration of complaints about Financial Services. This service is free to customers.

See our full dispute resolution policy here.

Or contact Keep now via email: