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 process:

TIO has an internal complaints and dispute resolution process in place designed to deal promptly and fairly with complaints or feedback.

The complaint process covers all TIO products and services, including:

  • TIO Personal Insurance Claims
  • TIO Workers Compensation
  • Motor Accident Commission (administered by TIO)

We will endeavour to solve your complaint as soon as we receive it. If that is not possible and the matter needs to be referred, we will advise the outcome as quickly as possible, and no later than 15 working days.

Dispute Resolution Process

TIO strives to resolve disputes as amicably and as quickly as possible.

As a signatory to the General Insurance Code of Practice we offer an Internal Dispute Resolution Process (IDR) in the event a customer is not satisfied with either the outcome of a General Insurance claim, or any aspect of its handling.

To start the IDR process, call us and ask to speak to the Claims Team Leader.
To find out more about our process view the Complaints and Dispute Resolution Brochure

We will do everything to reach a resolution within the terms of the policy. If, however, you are still dissatisfied with our decision, you may choose to refer the matter to an independent external dispute resolution body, the Financial Ombudsman Service (FOS).
The FOS Scheme offers claimants an impartial alternative to litigation. Like our IDR process, the FOS Scheme is free to claimants.

To find out more about the role of the FOS visit the FOS website at www.fos.org.au

TIO Personal Insurance Issues related to your Home, Car, Boat or Travel Insurance

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

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.

Step 1

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

Let TIO 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 commit to provide you a response within 15 days, provided we have all information required and have completed any necessary investigating.

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

Open Feedback Form

Step2

If the matter is not resolved to your satisfaction, you can request that the claim be reviewed by an independent panel as part of TIO’s Internal Dispute Resolution process (IDR).

You can lodge a request for your claim to be reviewed via email

As per the General Insurance Code of Practice, TIO will review and respond to you within 15 days of receiving your IDR request.

Lodge a Request

Step 3

If at the conclusion of the Internal Dispute process (IDR) you are not happy with the outcome, you may be able to seek external dispute resolution.

The External Dispute resolution scheme is the Financial Ombudsman Service (FOS).

This is an independent scheme which adjudicates free of charge to you.

FOS provides a free service and may be contacted by:
Mail: GPO Box 3 Melbourne VIC 3001
Phone: 1800 367 287 Fax: (03) 9613 6399
Email: info@fos.org.au Website: www.fos.org.au

Any application to FOS must be made within 2 years from the date that you receive a response to the dispute from TIO.

For more information on FOS, please visit their website:

Visit FOS 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 TIO (846) or alternatively by visiting the Insurance Council of Australia Limited website.

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