At NEOS, we make every effort to try and resolve your complaint as quickly and as fairly as possible.

If you have a concern or complaint, please contact us in the first instance by phone, email or in writing.

NEOS Protection customers:

Call us:           1300 090 188
Email us:        customerservice@neoslife.com.au
Write to us:    GPO Box 239, Sydney NSW 2001

Encompass Protection customers:

Call us:           1300 476 030
Email us:        customer@encompassprotect.com.au
Write to us:    GPO Box 239, Sydney NSW 2001

ahm life insurance customers:

Call us:           1300 867 125
Email us:        service@ahmlife.com.au
Write to us:    GPO Box 239, Sydney NSW 2001

Medibank life insurance customers:

Call us:           1300 865 210
Email us:        service@medibanklife.com.au
Write to us:    GPO Box 239, Sydney NSW 2001

We’ll endeavour to manage your complaint to your satisfaction without undue delay and we commit to acknowledging any complaint within one business day.

There is no charge for lodging a complaint with NEOS.

If you feel we haven’t resolved your complaint to your satisfaction, you can lodge your complaint with the Australian Financial Complaints Authority (AFCA). AFCA is an independent organisation, which provides free assistance to customers who have complaints about financial products and services. AFCA can be contacted at:

Phone:         1800 931 678
Website:      www.afca.org.au
Email:           info@afca.org.au
Address:     GPO Box 3, Melbourne VIC 3001

Please click here for the NEOS Complaints Management Policy.