We are committed to providing excellent service to our customers. However, we understand that there may be
occasions when you are not satisfied with our products, services, or the way we have handled your insurance
policy. We take all complaints seriously and aim to resolve them promptly, fairly, and effectively.

This process outlines the process for making a complaint and how we will handle your complaint in accordance
with relevant laws and regulations.

Send a letter to
Fusion Specialty
Level 36, Governor Phillip Tower, 1 Farrer Place
Sydney NSW 2000

Send an email to

[email protected]


Upon receiving your complaint, we will acknowledge it in writing or via email within 1 business days,
confirming the details of your complaint, the assigned complaint reference number, and the contact
details of the person handling your complaint.


We will conduct a thorough and impartial investigation of your complaint. We may contact you for
further information or documents related to your complaint. We will endeavour to resolve your
complaint within 30 calendar days. If your complaint requires more time to investigate, we will keep
you informed about the progress and provide an estimated resolution date.


Once we have completed our investigation, we will provide you with a written response that includes
the outcome of our investigation and, if applicable, any remedies or corrective actions we plan to


If you are not satisfied with our resolution or if your complaint remains unresolved after 30 calendar
days, you have the right to escalate your complaint to the Australian Financial Complaints Authority
(AFCA). AFCA is an independent, external dispute resolution scheme and there is no charge for this

Australian Financial Complaints Authority (AFCA)

Australia Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
[email protected]
+61 1800 931 678