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Complaints Policy
insure4travel views seriously any complaint about our products or services and will deal with it promptly and fairly. There are established procedures for dealing with complaints and disputes regarding your insurance or claims as set out below:
Stage 1
If you have any concerns or wish to make a complaint in relation to this policy, our services or your insurance claim, please let us know and we will attempt to resolve concerns in accordance with our Internal Dispute Resolution process. Please contact insure4travel in the first instance:
The Complaints Officer
insure4travel
Level 1, 68 Clarke Street
Southbank VIC 3006 Australia
Telephone: +61 (0)7 3303 0801
Email: complaints@chaseunderwriting.com.au
We will acknowledge receipt of your complaint and do our utmost to resolve the complaint to your satisfaction within 10 business days.
Stage 2
If we cannot resolve your complaint to your satisfaction, we will escalate your matter to Lloyd’s Australia who will determine whether it will be reviewed by their office or the Lloyd’s United Kingdom Complaints Team. Lloyd’s contact details are:
Lloyd’s Australia Limited
Suite 1603 Level 16, 1 Macquarie Place
Sydney NSW 2000 Australia
Telephone: +61 (0)2 8298 0783
Email: idraustralia@lloyds.com
A final decision will be provided to you within 30 calendar days of the date on which you first made the complaint unless certain exceptions apply.
External Dispute Resolution
You may refer your complaint to the Australian Financial Complaints Authority (AFCA), if your complaint is not resolved to your satisfaction within 30 calendar days of the date on which you first made the complaint or at any time. AFCA can be contacted as follows:
Australia Financial Complaints Authority
GPO Box 3
GPO Box 3
Melbourne VIC 3001 Australia
Telephone: 1800 931 678
Email: info@afca.org.au
Website: www.afca.org.au
AFCA is an independent body that operates nationally in Australia and aims to resolve disputes between you and your Insurer. AFCA provides fair and independent financial services complaint resolution that is free of charge to consumers. Determinations made by AFCA are binding upon us. Your complaint must be referred to AFCA within 2 years of the final decision, unless AFCA considers special circumstances apply. If your complaint is not eligible for consideration by AFCA, you may be referred to the Financial Ombudsman Services (United Kingdom) or you may seek independent legal advice. You can also access any other external dispute resolution or other options that may be available to you.
General Insurance Code of Practice
insure4travel complies with the General Insurance Code of Practice, which sets out a commitment by the general insurance industry to aim for the best standards of service possible, and to promote better relations between customers and insurers.
The Code describes standards in areas such as buying insurance, claims handling, responding to catastrophes and disasters, information and education and dispute resolution. Introduced in 1995 with the backing of consumer groups, the federal government, insurers and the Insurance Council of Australia, it is regularly updated.
More information on the Code, or a copy of the Code, can be obtained from the Australian Financial Complaints Authority Limited (AFCA). You can contact the AFCA on 1800 931 678.You can access the Code at www.codeofpractice.com.au.
If insure4travel is unable to provide cover for you, you may wish to visit www.niba.com.au for a list of alternative insurance suppliers.
