Complaints & Dispute Handling

At Befor, we're committed to providing exceptional service. However, if you're ever unhappy with our products, services, or a decision related to your insurance, we want to hear about it. Your feedback helps us improve.  Here's a clear and simple guide to resolving any concerns you may have:

Step 1: Talk to Your Befor Expert

The first step is to reach out to your dedicated Befor advisor. They'll work with you to understand your concerns and work towards a solution.

Step 2: Resilium’s Customer Relations Team

If the issue isn't resolved with your advisor or if you would like to make a complaint about your Befor advisor, you can request a review by Resilium’s Customer Relations Team.  They'll provide an impartial assessment of your complaint.

• By Phone – 03 9109 9939
• By Email – compliance@resilium.com.au
• By Post – Resilium GPO Box 1884 Sydney, NSW 2001

What to Expect:

• We aim to resolve most complaints within 5 business days but, if the issue is more complex and we haven’t been able to resolve this within 15 working days, we can escalate this to our Internal Disputes Team.
• We will keep you updated and provide a resolution within 30 days of your initial complaint.
• We may need some additional information from you to investigate thoroughly. We'll always contact you directly if this is needed.

Step 3: External Dispute Resolution

We're confident our procedures ensure prompt and fair resolution of your complaint.  However, if you remain unsatisfied, you have the right to seek an external review from the Australian Financial Complaints Authority (AFCA). AFCA offers free and independent dispute resolution for financial services complaints.

Contacting AFCA:

• Website: https://www.afca.org.au/
• Email: info@afca.org.au
• Phone: 1800 931 678 (toll-free)
• Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

While AFCA's decisions are binding on Befor, your acceptance is voluntary. You may choose to pursue alternative remedies. Here at Befor, we value your feedback and appreciate you giving us the opportunity to address your concerns.  

We're committed to resolving any issues efficiently and fairly.