Complaints
 
We are committed to providing outstanding services to our valued clients. If you are dissatisfied with our services we want to hear about it.
 

How to contact us with a complaint  

If you have a complaint about our services, please contact the person who initially provided the service to you.  

If they are unable to resolve the issue, or if you’d prefer not  to contact them, our Complaints Team can be contacted on the following details:  

Phone: 1300 233 467

Email: complaints@addinsure.com 

Post: Addinsure Complaints PO BOX is PO BOX 193, Coolum Beach QLD 4573  

We will keep you informed of our review progression on a regular basis and assist you with additional support where  required. Extra support, for communication barriers such as  language or disability, are available.

How we handle your complaint  

Your complaint will be acknowledged within 1 business day  of us receiving it. During the complaint process, we may request additional  information from you to enable your complaint to be reviewed.  

We will respond to your complaint in writing if: 

  • We haven’t been able to resolve your complaint to your  satisfaction within 5 business days,  

  • You have requested a response in writing, or  

  • Your complaint is about financial hardship, a declined  claim or the value of a claim. 

STAGE 1  

We will endeavour to resolve your complaint within 15 calendar days from when we first received it.  If you are not satisfied with our response, your complaint will  be progressed to stage 2.  We will let you know the name and contact information of  the person reviewing your complaint in stage 2.  You can request your complaint be progressed to stage 2  of our complaints process at any stage prior to this time.

STAGE 2  

Your complaint will be reviewed by one of our Dispute Resolution Managers. Where practical, this person will be  different to the person whose decision or conduct is the  subject of your complaint or who was involved in Stage 1 of  the complaint process.  

We will provide you with an outcome of our review within 30  calendar days from when we first received your complaint.  Our response will be in writing and it will include reasons for  any decisions we have made. If you are not satisfied with our response to your complaint  at the conclusion of Stage 2, you have can refer your case  to an External Dispute Resolution service.

External Dispute Resolution
We subscribe to the Insurance Brokers Code of Practice and are a member of the Australian Financial Complaints Authority (AFCA).  If your complaint is not successfully resolved to your satisfaction by our office you have the right to refer the matter to AFCA to assist in making an independent assessment of your issue(s).
AFCA can be contacted at:
       Melbourne VIC 3001
 
--