What the website can and can’t do

What is this website?

The purpose of the form is to assist you in drafting complaint letters, to provide general information about some insurance and warranty products and how to take your complaint further. The form should take you approximately 30-40 minutes to complete. It is useful to have the documents with you when you complete it. Please note if you bought more than one add-on product in the same transaction (eg both gap insurance and CCI was added to your car loan), you will need to go through the process for each product separately.

This is not a general complaint form. It is specifically for people who have purchased these as ‘add-on’ products (eg added to a loan or a car purchase):
– Consumer Credit Insurance (CCI)
– Gap insurance
– Used car extended warranties.

This website does not provide legal or financial advice

The material on this website does not provide legal or financial advice. It is designed to provide information to consumers who want to self-advocate using a template letter. If you would like legal advice or financial assistance, we have some tips on how to find that kind of advice here.

Consider whether the website is right for you

It might not be in your interests to seek a refund, for example if:
• you intend to make a claim on the insurance or the warranty
• you have had a claim accepted
• you are awaiting a claim decision.

If you are unsure, seek independent legal advice.

If you have other legal issues, for example mechanical issues with a car you have recently purchased, seek legal advice about your options urgently.
If you are having trouble making repayments on a loan, or you are just struggling with debt, seek the assistance of a financial counsellor to discuss your options. You can speak to a free, confidential financial counsellor in your state by calling 1800 007 007.

Make sure that your letters are complete and accurate

The form guides you through a range of questions about an insurance or motor vehicle warranty you’ve bought and how it was sold to you. If you have one or more arguments for a refund, the form will help you generate a letter to demand a refund. However, the letter generated will depend on the information you provide. Ensure you read the questions carefully and answer them accurately. Make sure you check the finished letter to ensure it is correct before you send your complaint.
You might have additional arguments available to you. You will also be asked to explain in your own words why you are unhappy with the product. This is your chance to explain exactly why you are unhappy with the product or service.

Each situation is different and just because the system generates a letter, it does not mean you are entitled to or guaranteed a refund. If the system does not generate a letter and you are unhappy with the product and want to seek a refund, carefully check that you have answered the questions correctly or seek legal advice.




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