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Making a complaint

ING Home & Contents, Car, Motorcycle, Pet, or Travel Insurance

ING partners with Auto & General to provide Home and Contents, Car, Motorcycle, Pet and Travel Insurance products and services. This includes managing any feedback or complaint on these products. The information on this page relates to Auto & General complaints process. If you need assistance to make a complaint, please view here for accessibility options.


Contact us

ING and Auto & General values your feedback and sees complaints as an opportunity to improve our products, services, and staff interactions. A complaint is any dissatisfaction related to our service that requires a response or resolution.


Step 1: Contact Us


We want to resolve any complaint or dispute you may have as quickly as possible.

The best place to start is to contact the Insurance Customer Service Team:


Call us

1800 619 495 or +61 2 7242 1974 for overseas customers.

Available 8am - 10.30pm Mon - Fri, 8am - 5pm Sat (AEST).

Lodge a complaint form online

View here


How to make a complaint


Watch video with Auslan Interpreter


How we manage your insurance complaint

Step 2: How we manage your insurance complaint


These are the steps and timeframes involved after you lodge your complaint with us.

Within 24 hours of your complaint

The Insurance Customer Service team will acknowledge your complaint within 24 hours (or as soon as practicable). They will try to resolve your complaint and provide you with a unique reference number.

Within 5 business days of your complaint

If the complaint is not resolved to your satisfaction, the matter will be escalated to the Insurance Customer Dispute Resolution Team for review

Within 30 calendar days

The Insurance Customer Dispute Resolution Team will manage and work towards resolving the matter with you.

The team will work towards 21 calendar days if we know you are experiencing financial hardship.

You will be kept informed every 10 business days of our progress.


You will always receive a written response to your complaint when it is in relation to:

Financial hardship

A request from you for a written response

Any other complaint that has not been resolved with you within 5 business days


A declined claim

The value of a claim

The Complaints Guide

Step 3: Option to seek an independent review

We aim to resolve complaints within 30 calendar days. If your complaint is not finalised within this time, we will:

Let you know the reasons for the delay in writing within the 30 days, and

Provide the contact details for the external dispute resolution scheme run by the Australian Financial Complaints Authority (AFCA).

Additionally, if you are dissatisfied with our final decision, you can also contact AFCA directly:

Phone:1800 931 678 (free call)

Email: info@afca.org.au

Mail: GPO BOX 3, Melbourne VIC 3001

Website: afca.org.au


AFCA independently resolves disputes between financial service providers (like ING and Auto & General) and their customers. AFCA’s decisions are binding, which means that even if they aren’t in our favour, we must accept them. You have 2 years from when a decision is made on your complaint, to take your complaint to AFCA.

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The Insurance Complaints Guide


The Insurance Complaints Guide has more information about the complaint process. This guide is provided in other languages for customers where English is not their first language. Find out how to make a complaint, what we will do to fix the problem and how long it may take.


How to make a complaint (English) (PDF 48KB)

Arabic (PDF 48KB)

Chinese (Simplified) (PDF 129KB)

Chinese (Traditional) (PDF 148KB)

(Vietnamese) (PDF 83KB)

(Korean) (PDF 87KB)

(Punjabi) (PDF 78KB)
Additional support

Additional support


Easy English Complaints Guide

Easy English is a writing style developed to provide short and simple information for people with low literacy. The Guide is written in a way that is easy to read. We use some pictures to explain how to make a complaint.

Access the Easy English Complaints Guide

If you find it difficult to hear or speak

The National Relay Service (NRS) ensures ING Car, Roadside, Home, Motorcycle, Pet and Travel Insurances are accessible to customers who have a hearing or speech impairment. The following options are available for you depending on the situation.

If you are d/Deaf, hard of hearing, or have a speech/communication diffculty please contact us by:

Step 1

Contact us through your preferred NRS call channel detailed on NRS call numbers and links

if you can hear but can be hard to understand over the phone: Voice Relay Service Phone 1300 555 727

if you don't hear well but like to speak to the other person: Teletypewriter (TTY) - Speak and Read Dial 133 677

if you are d/Deaf, can't hear well and/or have diffculty using your voice: Teletypewriter (TTY) - Type and Read Type 133 677

Step 2

Provide the NRS with our phone number 1800 619 495

For more information visit the National Relay Service

Support in other languages

Auto & General Insurance Company Ltd use the Translating and Interpreting Service (TIS National). If English is not your first language and you would like an interpreter to support you on the call, please let the staff know when you contact the Insurance Customer Service team and they will arrange a qualified interpreter to assist free of charge (subject to availability).

Further information

General Insurance Code of Practice

Complaints and disputes

General Insurance Code of Practice

Auto & General Insurance Company Ltd, as underwriter for ING Home and Contents, Car, Motorcycle, Pet and Travel Insurance subscribes to the General Insurance Code of Practice (GICOP).

Complaints and disputes

Health Insurance

Banking and Superannuation