What information do I need to provide when I lodge a complaint?

To assist our team when they’re reviewing the issue, it’s useful to have the following information ready, if available:

  • Full Name of the policyholder
  • The Qantas Frequent Flyer number of the policyholder    
  • A summary of your feedback/complaint
  • What you would like to happen next and/or the outcome you are looking to achieve
  • Any details of who you have spoken with (if anyone) to have this matter resolved
  • Your contact details such as e-mail address and contact phone number

Important note: If you’re sending an email, for security reasons, please do not put any additional personal information in the email such as account numbers, DOB, mothers’ maiden name etc. So we can resolve your complaint as quickly as possible, we may need to contact you by telephone to confirm your identity, prior to sending you an email response. 

Please note that we are only able to address concerns related to your Qantas Insurance policy. For any matters relating to Qantas Frequent Flyer generally, please contact 13 11 31.