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Complaints, Service and Feedback

At SureSave we strive to be helpful and genuine. As your trusted travel assistance partner, we take pride in being straight-forward and honest, from our on-the-road sales team, to our in-house customer service and assistance teams.
We are here to help you when help is needed, but we know sometimes this may not be as easy as it sounds. If you have experienced a less than helpful exchange with us then we'd welcome your feedback.

The below outlines the process for complaints which relate to any area of our SureSave business.

If you have a complaint about SureSave or one of our partners feel free to contact our Customer Relations Team by post, email or telephone.

Post
Cerberus Customer Relations
Po Box A975,
Sydney, NSW, 1235

Phone
1300 625 229

Email
idr@cerberusrisks.com

Cerberus will respond to your complaint within 15 business days. If more time is needed to collect necessary information or complete any further investigation required, Cerberus will agree with you on a reasonable alternative time frame.
 

Dispute Resolution Process

If you are not satisfied with the response to your complaint and your complaint is about this insurance or the services provided by the insurer, you should contact the Lloyd's Underwriters' General Representative in Australia for consideration under their dispute resolution process.


Post
Lloyd's Underwriters' General Representative in Australia
Level 9, 1 O'Connell St
Sydney NSW 2000

Phone
+61 2 8298 0783.

Your dispute will be acknowledged by Lloyd's in writing within 5 business days of receipt and you will be kept informed of the progress at least every 10 business days. The length of time required to resolve a dispute will depend on the individual issues, however, you will normally receive a response within 15 business days of receipt, provided Lloyd's has received all necessary information and has completed any investigation required.
 

Independent Review

If you are still not satisfied with the outcome, you can choose to have your complaint independently reviewed by the Financial Ombudsman Service (FOS).
If your complaint is about the service provided to you by Cerberus, SureSave, or one of their partners and you are not satisfied with the response to your complaint, you may contact FOS.

Please note you have up to 2 years to contact FOS after receiving a final decision from Lloyd's.

Post
Financial Ombudsman Service Limited,
GPO Box 3,
Melbourne VIC 3001

Phone
1300 780 808

Facsimile
+61 3 9613 6399

Email 
info@fos.org.au

Website
www.fos.org.au.

This service is free of charge to SureSave Customers.