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Dispute Resolution Process

What if I'm not happy with the way my claim is progressing?

If you're unhappy with the way your claim is progressing, or wish to dispute our decision, we have a simple and transparent internal dispute resolution process.


Step 1: Talk to us

If you have a complaint, please speak to the Claims Officer managing your claim in the first instance. If they are unable to resolve the matter, ask to speak to a Manager. If you're still not satisfied with our response, you are entitled to seek a review of your claim.


Step 2: Seeking an internal review

If your matter is still not resolved, the Manager will refer you to our Internal Dispute Resolution Committee who will conduct a review of your dispute. If you are still not satisfied with the outcome, you are entitled to seek an external review.


Step 3: Seeking an external review

In the event of an external review, we will provide you with information about the options available to you, including, if appropriate, a referral to an external dispute resolution scheme administered by the Australian Financial Complaints Authority (AFCA).

If you would like to know more about the complaints and dispute resolution process, please ask your Claims Officer.


Do you use my personal information for anything else?

CCI is committed to safeguarding your personal information. For details about how we handle your personal information, please see our Privacy Policy.


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Disclaimer

© Catholic Church Insurance Limited (CCI) ABN 76 000 005 210, AFS Licence No. 235415, GPO Box 180 Melbourne 3001. All rights reserved. The information on this website is intended to provide a summary and general information only to clients of CCI. It does not constitute, and should not be relied on as advice or considered as a comprehensive coverage of the topics discussed. You should seek independent and professional advice that is tailored to your own circumstances. CCI will not take responsibility for any loss, damage or injury to any persons incurred by the use of content contained on this website.