Complaints

Insurance Brokers Code of Practice
 

Complaints

As a member of the National Insurance Brokers Association (NIBA) we subscribe to the Insurance Brokers Code of Practice (the Code). The Code promotes efficiency in transactions by describing standards of good practice and the level of service to be expected from its members.

Dispute Resolution

Occasionally disputes or complaints do occur and when they do we try and resolve them as quickly and easily as possible. If you have any complaints about the service provided you should take the following steps:

1. Contact your executive that handles your insurance on your policy. You can contact them by phone, email, in person or in writing.
    
2. If they are unable to resolve your complaint, your complaint will be referred to the Business Insurance Specialists Complaints Officer and acknowledged within 2 working days. We will try and resolve your complaint quickly and fairly. To lodge the complaint our contact details are for phone P: 07 3139 3900 or mail: Business Insurance Specialists Pty Ltd, GPO Box 2217, Brisbane QLD 4001 - Please mark the envelope "Notice of Complaint”.
    
3. If you are dissatisfied with Business Insurance Specialist’s final response to your complaint, you may be able to refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is an independent external dispute resolution scheme approved by the Australian Securities and Investments Commission (ASIC) and its services are free to you. We are a member of this scheme and we agree to be bound by its determinations about a dispute. Please note that before AFCA can investigate your complaint, they require you to have first provided us with the opportunity to address the complaint.

AFCA can be contacted on 1800 931 678, in writing at GPO Box 3, Melbourne VIC 3001, via email at [email protected] or via their website at www.afca.org.au. If your concern is with the insurer, you may contact the General Insurance division of AFCA on 1800 931 678.