Had an issue with

GIO

? Get a real response.

GIO gives you a few simple ways to lodge a complaint. Choose the support channel that feels easiest, and share the key details upfront so your issue can be handled faster.

• Phone (fastest for urgent issues): Call 13 10 10 and tell the consultant you want to lodge a formal complaint. Have your policy number or claim number ready, along with dates, amounts, and what outcome you want.
• Online complaint option: Use GIO’s Customer Relations & Complaints page to lodge your complaint online and provide your contact details, a clear summary of the issue, and your preferred resolution.
• In person (if you prefer face-to-face): You can speak with a local GIO agent or representative if you want help explaining your situation and sharing documents.
• Escalated complaints (Customer Relations / IDR): If you need to escalate beyond frontline support, contact GIO’s Customer Relations Team directly by phone or email.

Tip: Include what happened, when it happened, and what you want done (for example, claim reassessment, payment progress update, fee reversal, policy correction, or a written explanation).

GIO’s process is designed to resolve complaints promptly and keep you informed.

• First response: GIO aims to resolve many complaints immediately or within 5 business days, especially straightforward issues like billing queries or simple policy corrections.
• Escalation and case management: If your complaint needs deeper review, it is escalated to the Customer Relations Team and assigned to a complaint manager (case manager). This person becomes your main point of contact and may request extra information (photos, claim notes, invoices, or written statements).
• Timeframes and updates: For more complex complaints, GIO follows the General Insurance Code of Practice timeframes. In most cases, you should receive a final response within 30 calendar days, and you should receive progress updates at least every 10 business days if it is taking longer than expected.
• Outcome: GIO will provide a clear outcome and reasons in writing. If your complaint is upheld, they may correct an error, adjust a decision, fast-track a payment, or provide compensation where appropriate. If they don’t agree, they should explain why and outline your next steps.

Common complaint themes include:

• Premium increases and pricing concerns: Customers query large renewal jumps and want clearer explanations or reassessment of pricing.
• Claims delays or communication gaps: Customers report slow claim progress, limited updates, or confusion about whether a claim was properly opened and actioned.
• Claims decisions customers disagree with: Complaints about denied items, partial approvals, excess disputes, or coverage interpretations under the policy.
• Customer service frustrations: Long waits, being transferred between teams, or feeling the issue was not addressed properly the first time.
• Policy terms and exclusions: Complaints about unexpected exclusions, cancellation changes, or fees customers did not expect.

If you’re lodging a complaint, naming the category helps your issue reach the right team sooner (for example, “claim delay” or “premium increase dispute”).