We understand that things don’t always go to plan and there may be times when you’re unhappy with one of our policies, our services or a decision on your claim. We want you to tell us of such circumstances. We’ll do our best to put things right as soon as possible or explain something we could have made clearer.
What you can expect to happen
Step 1: Let us know what your concerns are by contacting our partnering Distribution Partner responsible for your insurance contract directly by phone, email or writing a letter to them. You will find the relevant contact details on your policy documents. We’ll acknowledge your complaint within five business days.
Step 2: If they are unable to come to a resolution together, you’ll be referred to a manager. Our aim to investigate and resolve your complaint within two weeks. If this is not possible, we'll advise you of progress within 10 business days.
Step 3: If after working with a manager, we have t been unable to make it right, we’ll escalate your case to HDI Global Specialty SE Internal Disputes Resolution panel to review. The panel will be independent of the person who initially considered your complaint. HDI Global Specialty SE requests that you state the dispute in writing to:2
Internal Dispute Resolution Committee
HDI Global Specialty SE – Australian Branch
Tower 1, Level 33, 100 Barangaroo Avenue
Sydney NSW 2000 Australia
Step 4: If we are unable to resolve your complaint, we’ll advise you in writing. You can choose to refer the matter to the Insurance & Financial Services Ombudsman (IFSO) Scheme.
The IFSO is an independent authority that will carry out an impartial investigation.
The IFSO Scheme has been approved by the Minister of Commerce & Consumer Affairs to provide an external dispute resolution to consumers with complaints about financial service providers. It offers a free and independent complaints service.
The IFSO can be contacted in the following ways:
Phone: 0800 888 202