Complaints Handling Policy

At Flare, we value your feedback.

From comments to compliments or complaints, your insights help us improve our products and services.

How to provide feedback or lodge a complaint

You can submit your feedback through the following channels:

Email: [email protected]
Phone (free call):
Flare: 1300 352 734
Flare Cars: 1300 480 096

• Your name and contact details (you may remain anonymous if you prefer).
• Details of your feedback or complaint, including relevant products or services, what went wrong, and the outcome you are seeking.
• Any supporting information or documentation.

Our complaints handling process

Upon receiving a complaint, we aim to:

1. Acknowledge receipt: We will promptly confirm that we have received your complaint.
2. Investigate: Our team will investigate the issues raised, which may involve contacting you for further information.
3. Respond: We strive to resolve complaints as quickly as possible. Some issues may be resolved immediately, while others may take longer. We aim to provide a final response within 30 days. For complaints relating to private health insurance, where we receive a request for the resolution of a dispute or a request for a response in writing in relation to the dispute, we will promptly acknowledge the request and provide a substantive reply as soon as is practicable and usually within 21 days. If we are unable to give a substantive reply within those 21 days (for example because we need more information from the insurer), we will advise the customer accordingly and make that substantive response as soon as it is practicable to do so.
4. Follow up: If we identify areas for improvement, we will take appropriate action to enhance our services.

If you’re not satisfied with our response

You may escalate certain complaints to the Australian Financial Complaints Authority (AFCA), an independent dispute resolution service:

Online: www.afca.org.au
Email: [email protected]
Phone: 1800 931 678 (free call)
Mail: GPO Box 3, Melbourne VIC 3001

AFCA provides free, fair and independent complaint resolution for consumers and small businesses in the financial services sector. You can visit the AFCA website to find out if they can review your complaint. 

For complaints relating to private health insurance, when we provide a substantive response, we will advise the customer of the external review mechanisms that are available, other relevant authority, or Private Health Insurance Ombudsman (Commonwealth Ombudsman): 

Online: www.ombudsman.gov.au
Phone: 1300 362 072 (free call)
Mail: GPO Box 442, Canberra, ACT 2601
In person: at one of the Commonwealth Ombudsman offices listed on their website.

Depending on the nature of the complaint, you may wish to lodge your complaint with your health insurance fund directly.

Authorising someone to act on your behalf

Please provide us with written authorisation if you’d like a third party, such as a family member, friend, legal representative, or financial counsellor to lodge a complaint on your behalf. Once authorised, we will communicate directly with your representative unless:

• The authorisation specifies dual communication.
• You request direct communication.
• We have concerns that your representative is not acting in your best interests or in accordance with the authorisation.
• Your representative has been excluded from representing you or another complainant by AFCA.