Complaints policy

We endeavour to be accurate, honest and fair at all times, however occasionally complaints or disputes do occur.

When they do, we will attempt to resolve them by carefully listening and responding in a professional, fair, and timely manner. Please tell us about any problem you may experience so we can ensure it is rectified for you, while allowing us to continuously improve our level of service.

If you have any complaints about the service provided to you, please give us the opportunity to put things right by contacting your Authorised Representative about your complaint in the first instance. We will do our best to resolve your complaint within 5 working days.


We have effective and streamlined procedures for dealing with complaints and disputes about our services or employees. You can let us know about your complaint by either:

• Writing to us, whether by email or online, explaining your complaint and attaching any necessary documentation.

T: (07) 4564 9003


P: Suite 889, Level 54,111 Eagle Street BRISBANE QLD 4000

We will acknowledge your complaint in writing and will endeavour to satisfactorily resolve your problem within 30 calendar days through our internal dispute resolution process. We will keep you informed of our progress during this period.

Sphere Insurance Group is a member of the Australian Financial Complaints (AFCA).

In the unlikely event of your complaint not being resolved to your satisfaction within 30 calendar days, you have the right to refer the matter to the Australian Financial Complaints Authority (AFCA). AFCA provides a free dispute resolution service to consumers and small businesses for all financial products and services.

Contact details for AFCA are as follows:

Australian Financial Complaints Authority

GPO Box 3 Melbourne VIC 3001

Phone: 1800 931 678