Complaints
How to make a complaint
We're committed to handling your concerns fairly and promptly.
1. Contact us first
Start with us. Contact our team and mark your message "Complaint" so it's directed to the right person.
- Email: service@keyinsure.com.au
- Phone: 08 8120 0899
- In person: Level 3, 36 Grote Street, Adelaide SA 5000
We'll acknowledge your complaint and aim to resolve it as quickly as possible.
Just have a question? Contact us →
2. Escalate to AFCA
If you're not satisfied with our response, you can take your complaint to the Australian Financial Complaints Authority (AFCA) — a free and independent external dispute resolution service.
- Website: afca.org.au ↗ (opens in new tab)
- Phone: 1800 931 678
We subscribe to the Insurance Brokers Code of Practice ↗ (opens in new tab) — it sets out the standards of service you can expect, including how complaints are handled.