Complaints Handling Policy

Policy last updated 15 July 2024

What to do if you have a complaint

Let us know…

If you are unhappy or dissatisfied with a decision or any aspect of our service, then we want to hear from you.  There is no charge at any stage for accessing any part of the complaint management process.

If you purchased your policy through one of our distribution partners, it is generally best, in the first instance, to raise your complaint directly with the distribution partner to see if they can resolve the matter to your satisfaction.  Alternatively, you are welcome to submit your complaint directly to Assetinsure.

Please contact us via:

Email us

Call us: 02 9251 8055

Write to us: PO Box R299, Sydney NSW 1225

If you need assistance in communicating your complaint to us, whether that be because of language differences, challenges with communication over the phone, or because you would like us to interact with a representative on your behalf, then please refer to the information we have provided to assist you on our Customer Support page, accessible here: https://www.assetinsure.com.au/specialist-services

How does the process work?

We will acknowledge receipt of your complaint.  We will do this as soon as practicable, and we aim for this to typically be within one business day.  At this time, we will tell you who has been assigned to coordinate the overall response to your complaint, which will generally be the first person you contact about the complaint.  This person may change where a complaint is escalated internally.

The Complaint Officer will lead the process to source all information deemed relevant, including through assessors and investigations, and to coordinate all activities to arrive at a decision on your complaint.

We will only ask for, and rely on, information that is relevant to our decision.

Our goal is to resolve your complaint to your satisfaction as quickly as possible and must complete the process within 30 calendar days of our receipt of your original complaint, unless you agree to a different timeframe.  If we are unable to provide you with an outcome within the 30 days, we will communicate to you before the end of that period informing you of the reasons for the delay.

We will keep you informed of progress at least every 10 business days unless agreed otherwise.

Not happy with our handling of your complaint? - External Resolution

If you are not happy with our decision or the handling of your complaint, you can access the dispute resolution scheme managed by the Australian Financial Complaints Authority (AFCA). AFCA’s role is to provide consumers (you) with free, fair and independent dispute resolution for complaints relating to financial service providers.

AFCA deals with complaints that fall within their rules and will generally only consider your complaint after we have first had the opportunity to resolve your complaint through our internal complaint management process.

Decisions made by AFCA are binding upon us provided you accept the decision.  However, where you do not agree with the decision, you may pursue alternatives such as legal advice or other external dispute mechanisms.

You can contact AFCA to confirm if they can assist you.  There is also some helpful information available on their website.  You can contact AFCA by:

Calling:       1800 931 678 (freecall)

Visiting:      www.afca.org.au

Email:         info@afca.org.au

Writing:      Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

If your complaint relates to privacy, you may also contact the Office of the Australian Information Commission (OAIC).

Unreasonable complainant conduct

We will consider the substance of all complaints. However, we will not continue to investigate or deal with a complaint where we consider the conduct of the person making the complaint is unreasonable, such as abusive behaviour or inappropriate demands or expectations.