Getting in touch


If you have a complaint or dispute, we are committed to working with you to resolve it as quickly as possible.

KOBA, IS and Sedgwick are committed to meeting and exceeding our clients’ reasonable expectations whenever possible and would like to know if your reasonable expectations haven’t been met. You are entitled to make a complaint about any aspect of your relationship with KOBA, IS or Sedgwick including the conduct of our agents and authorised representatives. KOBA, IS or Sedgwick, will attempt in good faith to resolve any complaint/ dispute in a fair, transparent and timely manner.

The steps below form our complaint and dispute resolution procedure.

step 1 / Let us know

For any complaint related to this insurance, in the first instance get in touch with KOBA to let us know your concerns and our team will do their best to resolve them.

/ Call us on (03) 6159 2000

/ Contact us via the App

/ Email us

We will acknowledge that we have received your complaint within one business day of receiving it, or as soon as practicable.

We will keep you informed about the progress of your complaint and will aim to resolve the complaint within 20 calendar days if we have received all the necessary information to complete the required investigations.

step 2 / Escalation to our Internal Dispute Resolution Process

If we are unable to resolve your complaint within 20 calendar days, our Internal Dispute Resolution (IDR) processes will independently review your dispute.

In the case of a complaint relating to a claim, Sedgwick` will manage the IDR process. In all other cases KOBA will manage the IDR process.

In each case, KOBA and Sedgwick are both required to review your complaint in an objective and fair way and will send you a written IDR response no later than 30 calendar days from the date you first lodged your complaint. If KOBA or Sedgwick cannot meet this timeframe, you will be told why.

Both KOBA and Sedgwick IDR can be contacted by:

/ Calling (03) 6159 2000, or

/ Emailing [email protected]

step 3 / External Dispute Resolution

If you’re not happy with our final decision, or your complaint is not resolved within 30 calendar days after we receive it, you can contact the Australian Financial Complaints Authority (AFCA). 

Online /

Email / [email protected]

Phone / 1800 931 678 (Free Call)

Mail Australian Financial Complaints Authority, 

              GPO Box 3,   

              Melbourne VIC 3001

The AFCA service is free of charge and a decision by them is binding on us but is not binding on you.

If you contact AFCA in relation to:

  •  a claims complaint, the participating member is Sedgwick
  • any other complaints, the participating member is IS
` Sedgwick Australia Pty Limited ABN 49 003 437 161, AFSL 530898 (Sedgwick) is an Australian financial services licensee authorised to provide a claims handling and settling service in relation to general insurance products. Sedgwick acts under a binding authority from the insurer of the product. This means that Sedgwick can handle or settle claims on behalf of the insurer. Sedgwick acts for the insurer when providing these services.