Disputes                    

 

We have in place a fully documented process for handling complaints and disputes with clients in relation to general and life insurance products and belong to an external dispute resolution schemes as a member of the Insurance Brokers Dispute Ltd.

Policy

Insurance Solutions Geelong places a high value on all clients and endeavours to satisfy disputes and complaints expeditiously and with a minimum of fuss. A satisfied client is an excellent reference for our Company.

Clients complaints and disputes are handled in three stages:

  1. Insurance Solutions Geelong will try to resolve the issue in accordance with our internal complaints resolution system.
  2.  If the dispute or complaint is unresolved the issue may be referred to the IBD Ltd Consumer Relations Manager for conciliation in accordance with the General Insurance Brokers Code of Practice.
  3. If the Issue remains unresolved, it will be passed to the IBD Ltd Referee for final determination, which is binding on Insurance Solutions Geelong P/L.

Client Complaints Officer

Because at Insurance Solutions Geelong we are serious about resolving any complaints, our Managing Director (and in his absence, our Office Manager) are our Complaints Officers who are responsible for:

bulletDealing with and attempting to resolve all client complaints;
bulletAdvising clients of their rights to lodge complaints with the IBD Ltd;
bulletManaging all disputes with clients and
bulletLiaising with the IBD Ltd;

Customer Comments

We welcome your comments. Should there be some way you feel that we can improve our service; we'd like to know. Whether you are making a suggestion or paying a compliment, your feedback is the key to improving our products and services.

For assistance you can contact us by email or either by mail or phone:

Insurance Solutions Geelong P/L

PO Box 96 GEELONG 3220
32 Ormond Road  EAST GEELONG 3219
Tel. 03 5229 0061
Fax 03 5221 2334

enquiries@insurancesolutionsgeelong.com.au

Our extended Disputes Resolution Organisation details are as follows:

Insurance Brokers Disputes LTD
Level 13/31 Queen Street
MELBOURNE 3000
Tel: 1300 780 808
Fax: 03 9620 166

info@ibdltd.com.au

All financial ombudsman services now share the same telephone number 1300 780 808 (local call cost). When you call simple ask for the service that applies.

Banks                                        Banking and Financial Services Ombudsman (BFSO)
Loans                                        Credit Ombudsman Services LTD (COSL)
Credit Unions                              Credit Union Dispute Resolution Centre (CUDRC)
Life Insurance Companies              Financial Industry Complaints Services LTD (FICS)
Insurance Brokers                        Insurance Brokers Disputes LTD (IBD)
General Insurance Companies         Insurance Ombudsman Services LTD (IOS)
Superannuation Providers              Superannuation Complaints Tribunal (SCT)

 

 

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Insurance Solutions Geelong Pty. Ltd.
Phone : (03) 5229 0061 Fax : (03) 5221 2334
ABN: 76 072 118 499  AFSL no. 243289
enquiries@insurancesolutionsgeelong.com.au