Making a complaint

miCover takes the concerns of its customers very seriously and as such has detailed complaint handling and dispute resolution procedures that you may access, at no cost to you. To obtain a copy of our procedures, please contact Us at complaints@getmicover.com.

To assist miCover with your enquiries, please provide us with your claim or policy number (if applicable) and as much information You can about the reason for your complaint or dispute. miCover's complaints and dispute procedures are as follows:

Step 1 – Contact us

You can email us at complaints@getmicover.com and one of our staff will try to resolve the problem straight away.

We will respond to your complaint within fifteen (15) business days, or if further investigation or information is required, we will work with you to agree on reasonable alternative timeframes.

Step 2 – Internal Dispute Resolution

If, after speaking to a miCover representative, your complaint is not yet resolved, you can take the matter further by contacting our Internal Dispute Resolution Committee at:

Internal Dispute Resolution Committee
Level 2
3 Barrack Street
SYDNEY NSW 2000

When you lodge Your dispute, we will usually require the following information:

  1. Name, address, and telephone number of the policyholder
  2. The type of insurance policy involved
  3. Details of the policy concerned (policy and/or claim reference numbers, etc.)
  4. Details of the reasons for lodging the complaint
  5. Copies of any supporting documentation You believe may assist in addressing Your dispute appropriately.

Your concerns will be investigated by an officer with full authority to deal with the complaint and we will inform you of the outcome within 15 working days of receiving your complaint.

Step 3 – External Dispute Resolution

In the unlikely event that your concerns are not resolved to your satisfaction by the Internal Dispute Resolution Committee, or your complaint has not been resolved within 45 days, you may contact the Australian Financial Complaints Authority if you are not satisfied with our response, you may lodge a complaint:

Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001