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Complaints

Not happy? Tell us.

We want to hear about it so we can put it right. Here's how to make a complaint, what we'll do, and where to go if we can't resolve it.

Last updated: 10 October 2026

How to make a complaint

Contact our Complaints Manager by phone, email or post. Tell us what happened, what you'd like us to do, and include your policy or claim number if you have one.

Phone
0428 102 565
Email
courtney@supercarinsurance.com.au
Post
Complaints Manager, Supercar Insurance, Santos Place, Level 27, 32 Turbot Street, Brisbane City QLD 4000

Making a complaint is free. You can ask someone else, like a family member or lawyer, to make it for you.

What we'll do

  1. Acknowledge it. We'll confirm we've received your complaint within one business day, or as soon as practicable.
  2. Look into it. Someone who wasn't involved in the matter will review it, and we'll keep you updated along the way.
  3. Give you our answer. We'll send you a written response within 30 calendar days of receiving your complaint. If we need longer, we'll tell you why and let you know about your right to go to AFCA.

If your complaint is about a claim, an insurer's decision or a policy we arranged, we'll advocate for you with the insurer. Insurers have their own complaints process, and we can help you use it.

If you're not satisfied: AFCA

If you're not happy with our response, or we haven't responded within 30 days, you can take your complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides free, fair and independent financial services complaint resolution. ToleHouse Risk Services Pty Ltd is an AFCA member (member no. 14659).

Website
www.afca.org.au
Phone
1800 931 678 (free call)
Email
info@afca.org.au
Post
Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Time limits may apply to complaints to AFCA, so act promptly. AFCA can tell you more.

Lloyd's policies

If your policy was arranged under a Lloyd's coverholder binder and we can't resolve your complaint, you can also contact Lloyd's Australia Limited, Level 9, 1 O'Connell Street, Sydney NSW 2000, phone (02) 8298 0783.

Privacy complaints

For complaints about how we handle personal information, see our Privacy policy. If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.