Letter to Financial Ombudsman Service: Complaint about Insurer’s failure to respond to hardship request

Important: This letter can be used as a guide. You must insert your own details where appropriate and delete any information that is not relevant to your situation. Always date your letters. Always keep a copy of the letter you send. Get legal advice if you do not understand.

Warning: This letter is information only and should not be relied upon as legal advice.

[Insert date here]

Code Compliance Manager – General Insurance

Financial Ombudsman Service

GPO Box 3

Melbourne VIC 3001

Dear Sir/Madam,

RE: General Insurance Code of Practice (the Code)

Conduct of [insurance company]

I wish to complain about the conduct of [insurance company]. I believe that [insurance company] has failed to comply with sections 3.12, 6.2 and 6.6 of the Code because the insurer failed to respond to the dispute within 15 days as required by clause 6.6 of the Code.

Please investigate the alleged breach of the Code.

Attach copies of your previous correspondence with the insurer, and details of any phone conversations, including if possible the date, the name of the person you spoke to the what was said to the best of your recollection.

I look forward to your response in writing.

Yours faithfully,

____________________
[Full name]

[Insert your contact details]