We do what's right by our customers
At AMP Life we are committed to helping you and doing what's right by our customers*. We care about what you think and welcome your compliments, complaints and suggestions. If you are unhappy with any part of your experience, we want you to tell us. We’re here to make things right for our customers when there's a mistake. We aim to be fair, efficient and transparent when we consider any complaint.
If you do have a concern, or feedback, here’s what to do and how we can help. There's no charge to use our complaints process.
* AMP Life has recently been purchased by Resolution Life – an in-force insurance specialist. There has been no change to our complaints process as a result of the sale, and your rights remain the same.
How do I lodge a complaint
If you are dissatisfied with AMP Life, or our complaints handling process, and you need a response or resolution then you have a complaint. You can let us know in whichever way is best for you:
Resolving your complaint
We are committed to resolving complaints as quickly as possible, preferably when we first receive the complaint. Where a complaint cannot be resolved immediately, we will give you a timing estimate for resolution, and update you at regular intervals.
We’ll let you know:
- the process for how your complaint will be resolved
- the person who will be responsible for handling your complaint
- the status of your complaint at different times
- the expected timeline for your complaint to be resolved
- your role in getting the complaint concluded.
When to expect a response
We aim to resolve complaints immediately and if not, within 5 business days of receipt of your complaint. If this is not possible, we’ll provide you with a final response within the industry time limits set for each type of financial product.
Superannuation or traditional services: 90 calendar days
All other financial services: 45 calendar days
If we are unable to resolve the complaint within the required timeframe, we will provide you:
• the reasons for the delay
• the date by which you can reasonably expect to hear the outcome of our investigation
• monthly updates on the progress of the complaint
• the contact details of the Australian Financial Complaints Authority (AFCA).
At this point you will have the right to take your complaint to AFCA for a determination.
What if I am not happy with the outcomes?
If you aren’t satisfied with the outcome of AMP Life’s dispute resolution process, you can take your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is an external dispute resolution body which provides fair and independent financial services complaint resolution that is free to consumers. Their contact details are:
Australian Financial Complaints Authority
GPO Box 3
MELBOURNE VIC 3001, Australia
There may be a time limit for referring your complaint to AFCA, usually two years from when you receive your complaint outcome from AMP Life. You should contact them or visit their website for more details.
AMP Life Limited ABN 84 079 300 379, AFSL No. 233671 (AMP Life), has proudly served customers in Australia since 1849. AMP Limited ABN 49 079 354 519 (AMP Limited) has sold AMP Life to the Resolution Life group whilst retaining a minority economic interest. AMP Limited has no day-to-day involvement in the management of AMP Life whose products and services are not affiliated with or guaranteed by AMP Limited. AMP Limited is not liable for products issued by AMP Life or any statements or representations made in the PDS or policy document for those products. “AMP”, “AMP Life” and any other AMP trademarks are used by AMP Life under licence from AMP Limited.
Any advice and information on this website is general in nature and is provided by AMP Life, which is part of the Resolution Life group. The advice does not take into account your personal objectives, financial situation or needs. Therefore, before acting on the advice, you should consider the appropriateness of the advice, having regard to those matters as well as the relevant product disclosure statement (PDS) or policy document, available from AMP Life at amplife.com.au or by calling 133 731, before making a decision about the product. Consider speaking to a financial adviser if you have any concerns.
If you decide to purchase or vary a financial product, AMP Life and/or other companies within the Resolution Life group will receive fees and other benefits, which will be a dollar amount or a percentage of either the premium they pay or the value of their investments. You can ask us for more details.