- If you have any concerns or complaints about your policy or how your claim has been handled, you should in the first instance contact our partnering Insurance Agency responsible for your insurance contract. You will find the contact details on your policy documents.
- If you are not satisfied with the Agency's response to your compaint you may escalate it as a dispute and HDI Global Specialty SE Internal Disputes Resolution panel will review the matter. 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:
Internal Dispute Resolution Committee
HDI Global Specialty SE – Australian Branch
One International Towers Sydney, Level 33, 100 Barangaroo Avenue
NSW 2000 Australia
An IDR review will be completed by our office with the decision provided within 45 days. Updates will be provided every 10 days. In most cases we provide a full written response to complaints within 15 business days of receipt, provided we have received all necessary information and have completed any investigation required. If further information is needed, we will suggest and endeavour to agree with you a reasonable alternative timeframe.
If you are not satisfied with our response, you may lodge a complaint with the Australian Financial Complaints Authority:
Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
Telephone: 1800 931 678 (for cost of a local call)
Please note: You must refer your complaint to the Australian Financial Complaints Authority within 2 days of the date on our final response.