Victorian Ombudsman investigation into VMIA - FAQs
Victorian Ombudsman’s investigation into the Victorian Managed Insurance Authority’s management of domestic building insurance claims frequently asked questions.
If you have any questions not answered via our FAQ section below, please call our submissions line on 9613 6230 between 9:00am and 4:00pm, Monday to Friday.
Frequently asked questions
The Ombudsman is an independent officer of Parliament. Our purpose is to ensure fairness for Victorians in their dealings with the public sector and to improve public administration.
We do not advocate for members of the public or for organisations. We make decisions based on evidence and operate in line with the Ombudsman Act 1973.
The Ombudsman is investigating the Victorian Managed Insurance Authority’s (‘VMIA’) management of domestic building insurance (‘DBI’) claims.
We will examine potential systemic issues and concerns with VMIA’s claims management practices, including whether these practices are fair and reasonable. We will consider whether the VMIA’s practices are in line with their policies and procedures and with relevant legislation.
We will also look at whether any improvements can be made to VMIA’s claims management practices and we may make recommendations for change.
On 19 June 2024, the Legislative Council referred this matter to the Ombudsman. The Ombudsman is required to investigate any matter referred by Parliament.
Before this referral, the Ombudsman handled complaints about VMIA’s management of DBI claims on an individual basis. We made enquiries with VMIA to try to informally resolve individual matters.
If you have an issue relating to your claim that you have been unable to resolve, you are still welcome to make an individual complaint to our office.
The investigation began in June 2024 and we anticipate it will take at least 12 months.
At the end of the investigation, the Ombudsman may make recommendations for improvements based on her findings. The Ombudsman’s final investigation report will be tabled in Parliament and it will also be available to the public on our website.
Although the Ombudsman’s recommendations are not binding, they are generally accepted by organisations. The Ombudsman tracks the implementation of accepted recommendations to see what organisations are doing to improve their practices.
The Ombudsman’s investigation is focussed on systemic issues and will not resolve individual claims. However, you are welcome to make a complaint to our office if you have been unable to resolve an issue relating to your claim.
Call our complaints team: 1800 806 314
Or complain through our online portal: https://www.ombudsman.vic.gov.au/complaints/
We want to hear about people’s experiences making DBI claims. The investigation is taking submissions from 16 September 2024 until 11 October 2024.
Submissions can be made using our online form.
If you have any difficulties completing the form, or would prefer to talk to us, please call our submissions line on 9613 6230 (open 9:00am – 4:00pm, Monday – Friday). You can also leave a message for us to call you back at a suitable time.
Your submission will help us identify whether there are problems with the way VMIA manages DBI claims.
We will treat the information you provide us in line with our Privacy Policy . We will not tell VMIA or anyone else that you made a submission.
If you consent to it, we may quote you in our final report without identifying you.
Yes, all the information previously provided to us in complaints about VMIA’s management of DBI claims will be reviewed and considered as part of the investigation. You do not need to provide this information again.
Your submission will help us identify whether there are problems with the way VMIA manages DBI claims. If you gave us your contact details, we may contact you for further information about your submission. We will also provide an update on the progress of our investigation before the end of the year.
We appreciate the DBI claim process can be stressful. If making a submission about your experience raises any issues for you, please call our submissions line on 9613 6230 so we can help you access appropriate support services.
Information about available support services can be found out: https://www.betterhealth.vic.gov.au/health/servicesandsupport/counselling-online-and-phone-support-for-mental-illness#mental-health-crisis-helplines