Customer Feedback

Customer Feedback

We want to hear from you.

Let us know if you’ve had a great conversation, or one of our team members has helped you, or that our products suited your situation, or even that the claims process was easier than you thought.

Likewise, if you have any suggestions or general feedback about what we could do better. The feedback you provide helps us review and improve our products and services.

  • I'm not usually one for public product reviews but after being messed around by several different companies with travel insurance claims, I can honestly say TIO is the only company I'll ever use again. Excellent customer service, fast claims turnarounds and no horrible off shore call centres! Please keep up the great work TIO.
    - Lisa
  • A big pat on the back to one of your Call Centre team for dealing with client questions and providing a good service. A company needs good interaction with the public and that is what I wanted, didn't expect but got in buckets. Well done.
    - Neil
  • The consultant I spoke to today was outstanding. She was friendly, helpful and extremely knowledgeable. She made the whole process of changing my insurance seamless and stress-free.
    - Marion
  • Just had a car added to my current insurances by the Darwin office. They were very helpful and made sure I fully understand the process and got me the best value for my money. Very happy.
    - Sheree
  • I wish to provide feedback for one of your Call Centre employees in Darwin. I have to say she has provided me some of the best customer service I have seen in a long time.. She makes contact TIO a pleasure
    - Yvette

Our complaints and dispute resolution process

TIO is proud of the quality service it provides to Territorians. TIO is also committed to being the leading provider of quality insurance products and services in the Territory.

Disputes are not an everyday occurrence, as our aim is to get the right outcome for our customers.

We strive to do things the right way and keep our customers happy.

Sometimes though, disputes do occur and when this happens we look to resolve the issue as quickly as possible in accordance with our complaints and dispute resolution procedures.

To find out more about our process view our Complaints and Dispute Resolution Brochure.

If you have a complaint

Regardless of whether the complaint involves our products or services or the conduct of our representatives such as our employees, loss adjusters, loss assessors, investigators, collection agents or claims team, please contact us.

Our complaints handling process varies depending on whether it relates to:

  • TIO Personal, Commercial and Business Insurance
  • TIO Workers Compensation
  • Motor Accident Compensation Scheme (administered by TIO)

TIO Personal, Commercial and Business InsuranceComplaints related to your Home, Landlord, Car, Caravan, Travel or Business Insurance.

Step 1

Contact the TIO team member you have been dealing with or TIO’s contact centre on 131 846 or use our online feedback form.

Let us know what the problem is and we will attempt to resolve it as quickly as possible.

If we are unable to resolve your problem immediately, the matter will be referred to the relevant Senior Manager.

We will endeavour to respond to your complaint within 15 business days.

IIf we cannot respond to your complaint within that period, because further information or investigation is required, we will seek to agree on a reasonable alternative timeframe with you. We will keep you informed of the progress of our response to your complaint at least every 10 business days unless you agree otherwise.

Either way, we’ll let you know what’s happening.

Open Feedback Form

Step2

If the matter is not resolved to your satisfaction, you may have your complaint reviewed by an independent panel as part of TIO’s Internal Dispute Resolution process (IDR).

We will endeavour to respond to your complaint at this stage within 15 business days.

If we cannot respond within this period, because further information or investigation is required, we will seek to agree on a reasonable alternative timeframe with you.

We will keep you informed of the progress of our review of your complaint at least every 10 business days.

If we cannot agree on an alternative timeframe, or if you remain dissatisfied with our response to your complaint, you have the right to take your complaint to the relevant external dispute resolution (EDR) scheme noted below, subject to it falling within its terms.

We will respond to your complaint in writing giving reasons for any decision.

Lodge a Request

Step 3

If at the conclusion of the Internal Dispute Resolution process (IDR), you are not satisfied with our decision or we have not resolved your complaint to your satisfaction within 45 days, you may lodge a complaint with an external dispute resolution (EDR) scheme which is independent and free to you (subject to its relevant terms and rules). This applies even if we are still considering your complaint.

We will advise you of the timeframe in which you must lodge your complaint/dispute with the EDR scheme.

A complaint or dispute can be lodged with the Australian Financial Complaints Authority (AFCA):
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority, GPO Box 3 Melbourne VIC 3001.

Visit the AFCA Website


As a signatory to the General Insurance Code of Practice TIO support the standards set out in the Code. The General Insurance Code of Practice was developed by the Insurance Council of Australia to further raise standards of practice and service across the insurance industry.

You can obtain more information on the Code of Practice and how it assists you by contacting us directly on 131 846 or alternatively by visiting the Insurance Council of Australia Limited website.

Vehicle Repairer Complaints

TIO is a signatory to the Motor Vehicle Insurance and Repair Industry Code of Conduct which establishes standards of fair-trading in the relationship between TIO and Repairers.

Repairers can obtain more information on this Code via the website or by contacting the TIO Motor Assessing Manager on 131 846.

Likewise, if you have any suggestions or general feedback about what we could do better. The feedback you provide helps us review and improve our products and services.

TIO Workers Compensation

Open Feedback Form

Complaints are managed as per the NT WorkCover compliant standards guide.

Step 1

Contact the TIO team member you have been dealing with to discuss your concerns, or phone 8982 8333.

Let TIO know what the problem is and we will attempt to resolve it as quickly as possible.

Step2

If the matter is not resolved to your satisfaction, you can request for your dispute to be referred for review – please put your response in writing and email: ntwc.claims@tiofi.com.au

Please specifically reference your request for the decision to be reviewed.

Step 3

If at the conclusion, you wish to take the matter further, you can apply to NT WorkSafe to have the dispute referred to mediation by completing an 'application for mediation form'.

Requests for mediation must be in writing and provided to NT WorkSafe by:

Hand deliver:
NT WorkSafe
First Floor
Darwin Plaza Building
41 Smith Street, The Mall
Darwin NT 0800

Post: Request for Mediation
GPO Box 3200
Darwin NT 0801

Email: mediationworksafe@nt.gov.au

Motor Accident Compensation SchemeAdministered by TIO

Open Feedback Form

If you have received a Notice of Decision from TIO relating to your entitlements and benefits under the Motor Accidents (Compensation) (“MAC”) Act that you do not agree with, there are a number of ways that you can seek a review.

Step 1

You can request to have a claim decision independently reviewed.

The review is undertaken independently by a member of the Technical Services Team who has not been involved in the original decision or management of your claim.

All available information will be considered, as well as any new information provided by you.

To request an Internal Review complete the internal review form and return to your TIO MAC Claims Officer.

Download Request Form

Step2

If you are not happy with the outcome of an internal review, or you do not wish to ask for an internal review, you can apply for a “Designated Person” review.

This is a formal review under the Motor Accidents (Compensation) Act. A “Designated Person” is a person qualified to conduct an independent review of a claims decision.

You must make a request within 90 days of receipts of the original Notice of Decision, or if no notice was given, from when you became aware of the decision.

Download Review Form

Step 3

If you remain unhappy with the outcome from the Designated Person review you may lodge an appeal to Motor Accidents (Compensation) Appeal Tribunal under section 28E of the Motor Accidents (Compensation) Act.

You must lodge an appeal with the Tribunal within 28 days from when you receive the Designated Person’s decision. If you do not appeal within this timeframe you may not be able to have the decision reviewed by the Motor Accidents (Compensation) Appeal Tribunal.

There may be legal costs associated with a Tribunal Appeal and you should consider seeking legal advice on both the process and the possible costs.

The NT Law Society will be able to provide you with legal practitioners who are qualified to provide legal advice on your Motor Accident (Compensation) claim.

They can be contacted on 08 8982 5104

Call NT Law Society