Dispute Resolution Process

Famous Insurance provides a free and impartial review process established to attend to any complaint you may have in relation to our products, our services or a privacy issue. Our dispute resolution process has 3 key stages which are described below.

1. Make a complaint

Contact Famous
Postal Address:
Famous Insurance
PO Box 6244
Baulkham Hills NSW 2153
Tel: 1300 326 687
Email: info@famousinsurance.com.au/staging

Contact RACQ Insurance
Postal Address:
RACQ Insurance – Customer Dispute Resolution Department
PO Box 3004
Logan City QLD 4114
Tel: (07) 3361 2141 or 137202 outside business hours
Email: racqidisputeresolution@racq.com.au

At stage one of our dispute process, your complaint will be reviewed and a response to your complaint provided to you within 15 business days of our receiving notice of the complaint. When you write or call, please provide a telephone number at which you may be contacted.

2. Refer to our Internal Disputes Resolution Committee

If you’re not happy with our response, you may ask us to refer your complaint to our Internal Disputes Resolution Committee. That Committee is made up of business representatives from across our organisation that have the appropriate knowledge, skills and authority to deal with your complaint. The committee will review your complaint and provide their decision in writing within 15 business days from the date of your request for a review.

3. Refer to external dispute resolution

RACQ Insurance is a member of the Financial Ombudsman Service Australia (FOS Australia). The FOS is in place to assist in resolving complaints between consumers (you) and the participating financial service provider (RACQ Insurance).

The FOS will only consider your complaint after we have first been allowed the opportunity to resolve your complaint through our internal dispute review process. If we are unable to resolve your complaint within 45 calendar days of the date we first received your complaint, you can refer your complaint to the FOS, even if we are still considering your complaint.

The FOS only deals with disputes that fall within their ‘Terms of Reference’. To find out whether your dispute qualifies for the FOS, you can:

  • write to Financial Ombudsman Service Limited, GPO Box 3, Melbourne VIC 3001
  • call 1800 367 287
  • visit www.fos.org.au, or
  • email info@fos.org.au