Make a complaint

How to make a complaint

If you’re dissatisfied with your experience of Freely, or the way your matter was handled, we welcome you to get in touch to initiate a complaint. We’re committed to making sure that lodging a complaint is as straightforward as possible.

You can read about our Internal Dispute Resolution policy here.

The complaints process

Tell us what happened

Please reach out to us on the details below. We suggest including your travel insurance policy number in any correspondence, as well as sharing a description of the complaint issue and the desired outcome.


Call: 1300 772 183

Snail mail:
Internal Dispute Resolution
Private Bag 913
North Sydney NSW 2059

We will review your complaint

Within 24 hours (or as soon as practicable), we’ll let you know that we’ve received your complaint and will begin to review and investigate your matter. Provided we have all the information we need, we will endeavour to provide a response to your complaint within 5 business days.

Notify us if you’re still dissatisfied with the outcome

If you let us know that you’re still dissatisfied after our initial review, your matter will be separately reviewed by our Internal Dispute Resolution team. We will advise you of the outcome of this review, and outline the reasons for our decision, within 15 business days. If we need more information or more time to investigate and respond properly to the issue, we will contact you.

Provided we have all the information that we require, our final review and decision will be provided to you within 30 calendar days from the date you first lodged the complaint.

Need help making a complaint?

We understand some people may need help to make a complaint. You can nominate someone to speak with us on your behalf, such as a relative, friend or legal representative. We can also provide additional assistance to those who require help to understand their policy or lodge a complaint.

If you need additional assistance
Call us: 1300 772 183
Email us:

For hearing and speech impaired customers:
National Relay Service: 1800 555 727

For customers requiring translation assistance:
Translating and Interpreting Service: 131 450 and request that they contact us on your behalf.

Alternatively, we can engage with your representative or appoint an interpreter to assist in our communications, where required.

Complaint form

Australian Financial Complaints Authority

Our procedures have been developed to deal fairly and promptly with your complaint.

However, if you’re not satisfied with our final decision, or we do not resolve your complaint within 30 calendar days, you can choose to have the matter reviewed independently by the Australian Financial Complaints Authority (AFCA).

AFCA’s services are free to you and as a member we agree to accept their decision. You have up to 2 years to contact AFCA after our final decision.

Australian Financial Complaints Authority

Call: 1800 931 678 (free call)
Address: GPO Box 3, Melbourne VIC 3001


When processing travel insurance claims, Freely administers insurance on behalf of the Insurer, Zurich Australian Insurance Limited.