Upcover, and our insurance partner, ProRisk, value our customers and their opinions. If you are unhappy with any of our insurance partner's products or services, we want you to tell us so that we have the opportunity to address your concerns. If you have a complaint, the first thing to do is raise any issues that you may have with the member of our team and attempt to resolve any issues with them directly. The members of our team are trained to handle complaints efficiently and fairly. If you are unable to resolve your complaint with your contact person, you may escalate your complaint to us directly on complaints@upcover.com.

Our insurance partner, ProRisk, are proud supporters of the General Insurance Industry Code of Practice (“the Code”). A copy of the Code can be viewed at www.codeofpractice.com.au or by visiting our website.

All complaints and disputes in relation to any of our products or services will be handled in accordance with the Code.

There are three stages to any complaints process including:

Stage 1 - Internal Dispute Resolution with our insurance partner, ProRisk,

Stage 2 - Seeking a review with the Underwriter, Swiss Re,

Stage 3 - Seeking an external review with the Australian Financial Complaints Authority (AFCA).

For more information please refer to our insurance partner's Complaints Handling Policy here.