Consumer Action provides free legal advice to Victorians about consumer insurance problems by email and over the phone: https://consumeraction.org.au/legal-help/

The Insurance Law Service is a national service, which has factsheets dealing with a number of insurance issues, which include template letters: https://insurancelaw.org.au/factsheets/. If you cannot find the information you need here, you can contact the Insurance Law Service: https://insurancelaw.org.au/about-us/insurance-law-service/