Life Insurance Code of Practice

Our promises to you

When you take out life insurance with BT, it’s important to us that you get the highest standards of service as you prepare for your best financial future.

That’s why we’ve adopted the Life Insurance Code of Practice (Code).  It reinforces our commitment to mandatory customer service standards and to protecting you, our customer, when you need us most.

FSC Life Insurance Code of Practice Subscriber

What is the Code?

The Code sets out our commitments and obligations to our customers on standards of fair practice and principles of conduct for our services, such as being open, fair and honest.  It also sets out timeframes for us to respond to claims, complaints and requests for information.

The Code is monitored by an independent committee within the Financial Ombudsman Service to ensure effective compliance, and we can be sanctioned if we do not correct breaches of the Code.

Your copy of the Code

You can get a copy of the Code from the Financial Services Council website.

Need to make a claim?

If you ever need to make a claim, you can be sure that you will be treated fairly and your claim will be assessed without delay.
Contact us to make a claim.

If you're not satisfied

If you’re not satisfied with any aspect of your experience with us, we want to know about it so we can set it right. You have the right to make a complaint if you feel you haven’t received the right outcome.

How to contact us

If you wish to make a complaint, call our Customer Relations Centre:

  • 1300 553 764, 8:00 am to 6:30 pm (Sydney and Melbourne time), Monday to Friday

Alternatively, you can make a complaint via our contact form.

The complaints process

When we receive your complaint, it will be recorded, investigated and acted upon. Many complaints can be resolved within five business days. Under the Code, where possible we will provide a response to your complaint within no more than 45 days. If we are unable to do so, we will let you know why.

Complaint resolution

If you are unhappy with our response to your complaint, or you feel we are taking too long to resolve it, you have the right to take it further.

You also have a right to know the reasons for our decision and to have copies of any information we relied on.

For unresolved complaints about your life insurance outside superannuation, contact:

Financial Ombudsman Service

Ad­dress: GPO Box 3, Melbourne, VIC 3001
Phone: 1800 367 287
Fax: 03 9613 6399
E-mail: info@fos.org.au
Web­site: www.fos.org.au 

For unresolved complaints about your life insurance inside superannuation, contact:

Superannuation Complaints Tribunal

Address: Locked Bag 3060, GPO Melbourne, VIC 3001
Phone: 1300 780 808
Fax: 03 8633 5588
E-mail: info@sct.gov.au
Web­site: www.sct.gov.au