We’re here to help
CALI is the representative body for Australia’s life insurers and reinsurers. We are unable to offer direct consumer advice or services, but we'd like to help you find what you’re looking for.
I want to find an insurer
I want to find a life insurance policy
CALI is a policy and advocacy organisation that represents Australia’s life insurers. We don’t hold information about individual policies and we’re not able to investigate or respond to personal complaints or concerns, however the below may direct you to get help with your enquiry.
Suspected policies
If you know which life insurer the policy is with, you should contact that insurer directly and explain your situation. If you’re not sure who the insurer is, you can view a list of CALI member insurers and links to their websites here.
Policies bought through a financial adviser
If you, or the deceased person, bought insurance through a financial adviser, you should contact them first. If the adviser is no longer available the next step is to contact the insurer directly. You can find details of Australia’s life insurers here.
Policies bought from the insurer
If you, or the deceased person, bought insurance directly from the insurer, you should contact them directly. You can find details of Australia’s life insurers here.
Policies bought through a superannuation fund
You, or the deceased person, may hold life insurance through your superannuation fund. You should contact the superannuation fund directly to find out. If you do not know which fund to contact, you can contact your last known employer or search for lost super policies via MyGov or the ATO website.
I have an enquiry about general insurance or superannuation
General insurance
For more information about general insurance please contact the Insurance Council of Australia.
Superannuation enquiries
I want to make a complaint
Sometimes you may have a problem with a product or service you receive from your life insurer. Under the Life Code, your insurer must have a procedure in place to deal with complaints.
CALI does not have the authority or ability to deal with individual complaints. We encourage you to follow these simple steps.
Contact your life insurer and tell them about your problem
A customer service representative should be able to assist when you first contact your life insurer. If your insurer can't resolve your problem then and there, it will take the following steps:
- Let you know who is handling your complaint
- Keep you informed of what is happening
- Aim to resolve your complaint within a specified time. Fortunately most complaints can be sorted out at this stage. However, if this is not the case you may need to go to step two.
Make a formal complaint
Your life insurer has a process for handling formal complaints. There may be a customer relations manager or complaints manager who will investigate the complaint. If the dispute cannot be resolved to your satisfaction internally, your next move is to take your complaint to an external dispute resolution scheme for independent review.
Make a complaint to the Australian Financial Complaints Authority
The Australian Financial Complaints Authority (AFCA) is an independent complaints scheme that is free for consumers. It provides an accessible way of resolving disputes, without having to go to court. The decision of the AFCA is binding on the life insurer. Only go to the AFCA after you have tried to resolve things with your life insurer, as AFCA will not deal with your complaint unless you have first given the life insurer the chance to put things right.
Report a concern to the Life Code Compliance Committee (Life CCC)
If you are concerned that your life insurer is breaching the Life Code, you can refer the matter to the independent Life CCC for investigation here. The Committee’s role is to monitor compliance and investigate breaches against the Life Code. They will then recommend corrective action if needed.
You can contact AFCA by calling 1800 931 678 or emailing [email protected]
I need help with something else
General enquiries
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Write to us
PO Box R1832
Royal Exchange
NSW Australia 1225
Visit us
Level 26, 9 Castlereagh Street
Sydney
NSW Australia 2000
CALI is a company limited by guarantee and our ABN is 11 659 620 998.