MECON Insurance | Customer care
How we can support you
If you’re having trouble paying a financial obligation to us, call AIG’s Customer Care team on +61 1300 295 016 or send an email to [email protected] to talk about your situation. They’ll work out a plan with you, and may be able to assist by offering installment payments, put recovery action on hold, deduct an excess etc.
The support that is provided does not include support with paying the premiums under an insurance policy we have issued.
Fast tracking of urgent claims
If an event, such as a natural disaster, has meant you have to make a claim under your policy and resulted in you being in urgent financial need of benefits under that policy, please let us know. We might be able to speed up our assessment to give you a decision on your claim or pay an advance amount to assist ease your financial need.
Contacting AIG for support
AIG has several ways they can help you. You can read about it here AIG Customer Care or you can phone +61 1300 295 016 or send an email to [email protected]. They will provide you with a form to apply for financial support and help you through the application process. AIG can also help refer you to external services such as community support and financial counselling services.
Dispute Resolution / Complaints
MECON is committed to meeting and exceeding our clients’ expectations whenever possible and would like to know if your expectations haven’t been met. You are entitled to make a complaint about any aspect of your relationship with MECON including the conduct of its agents. We manage complaints according to the General Insurance Code of Practice and Financial Services Complaints Ltd (FSCL)regulations. MECON will attempt in good faith to resolve any complaint/dispute in a fair, transparent and timely manner.
You may refer your complaint to Financial Services Complaints Ltd (FSCL) – A Financial Ombudsman Service. FSCL is our independent external ombudsman and dispute resolution service that has been approved by the Minister of Consumer Affairs under the Financial Service Providers (Registration and Dispute Resolution) Act 2008. FSCL’s service is free of charge to you. We are listed on their financial service provider register as: Mecon Insurance Limited member number 6483. Click here to learn how to make a complaint.