Complaint and Dispute Facilities

If ever you are not fully satisfied with either our service or that of an insurer with whom we have placed your cover, please contact us.

In addition, if matters remain unresolved, there are dispute resolution facilities that are available as a free consumer service. Hopefully you will not need to access these facilities but it is reassuring to know that these avenues are available should you find you need them.

If you have a problem with your insurer

Insurers settle the great majority of claims promptly and fairly according to the terms of cover but you should not hesitate to tell us (and your insurer) if you have a claim which is not proceeding to your expectations.

Our ‘Claims Assistance’ page contains general advice on the things you should and should not do when claiming. Specific requirements are contained in your policy document.

Once you have provided your insurer with all the relevant information requested, your insurer is obliged to act promptly and give you a decision on your claim. There is a General Insurance Code of Practice relating to claims and other matters which most insurers have agreed to observe.

If you reach a stage where you wish to initiate a formal complaint to an insurer about the handling of a claim or other matter, there are guidelines in your policy on how to do so. Please let us know beforehand as we may be able to assist.

If you have a problem with us as your broker

Although we do not make decisions on claims, as our client you can expect our assistance and interest in seeing that you are treated fairly according to the terms of your policy.

If you have a complaint about our service, please let us know and, if necessary, ask our Company Manager to review the matter. We will acknowledge your complaint in writing and endeavour to resolve the matter within 20 days.

We also subscribe to a Code of Practice for Insurance Brokers

If you remain unhappy with our response, you may take the matter to Financial Ombudsman Service Limited (FOS) whose contact details are:

Financial Ombudsman Service Limited (FOS)
FOS Web Site: http://www.fos.org.au
GPO Box 3, Melbourne, Vic 3001
Toll Free: 1300 78 08 08

All the above avenues for resolution of complaints and disputes have been established to help smooth your dealings with us and your insurers. We trust you will have no need of them but it is reassuring to know they are there – just in case.