If you disagree with the refusal, you can dispute it
a. Let the insurer know you're disputing it
The insurer needs to know that you're not happy about the decision (make a note of when you told the insurer this for your records). Once you've told them, they'll review the decision through their Internal Dispute Resolution (IDR) process. They have 45 days to resolve the dispute. If they don't, continue to (b).
b. Make a complaint to the Financial Ombudsman Service Australia (FOS)
If your dispute with the insurer is rejected or 45 days have passed, you can raise a further dispute with FOS, which is a free and independent service.
FOS can make a decision (called a 'determination') that is binding on the insurer. This means if FOS decides the insurer has to pay then it has no choice.
You don't have to accept the determination if you don't want to. If the decision goes against you then you can still go to a tribunal or court to pursue your case (Step 5).