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Self Storage Insurance Australia (SSIA)
Get A Quote (Goods in Storage)

SSIA complaints and support

If something has gone wrong, here is where to send a complaint, what happens next, and where to find extra support.
Where to send your complaint

Where to send a complaint

Where your complaint goes first depends on what it is about.

About your policy or a claim

For a complaint about your Goods in Storage insurance policy or a claim, the Product Disclosure Statement asks you to contact the issuer's Complaints Officer first. The PDS calls this cover SSIA Storage Insurance.

Their phone number, email and postal address are in the complaints and disputes resolution section of the PDS.

To make a claim, rather than complain about one, contact the Claims Department directly. You do not need to contact SSIA first. Making a claim has their phone number and email.

Find the complaints contact

About SSIA or this website

Email storesafe@ssia.au or call 1300 007 742 about SSIA's own service or this website.

Tell us your name and contact details, your policy number if you have one, what happened, and what you would like us to do.

Email your complaint

What happens next

For complaints about your Goods in Storage insurance policy or a claim, the Product Disclosure Statement sets out these steps and timeframes.
Within 10 business days
Your complaint is acknowledged, and every effort is made to resolve it.
If it is not resolved
It can be escalated for review, as the Product Disclosure Statement explains.
Within 30 calendar days
You receive a final decision, counted from when you first complained, unless certain exceptions apply.
At any time
You can take your complaint to AFCA, including if it is not resolved within 30 calendar days.

Still not resolved?
You can contact AFCA.

If you are not satisfied with how a complaint is handled, you can contact the Australian Financial Complaints Authority (AFCA): www.afca.org.au, 1800 931 678 (free call), info@afca.org.au, GPO Box 3, Melbourne VIC 3001.

You generally need to contact AFCA within 2 years of the final decision on your complaint, unless AFCA considers special circumstances apply.

Visit the AFCA website

Hardship and extra support

If you are in financial hardship, or need extra support because of your circumstances, these documents set out the support that may be available.

If you are in immediate danger, call 000.

Support policies

Complaints policies

Need help using
this website?

If something on this site is hard to read or use, email storesafe@ssia.au and tell us what would help.