"The Professional Broker`s Choice"

Our Complaints Policy

We are committed to resolving enquiries or complaints as quickly and as fairly as possible. In the event of a complaint, the processes we employ are to firstly present the complaint to our Internal Review Panel. Should the matter remain unresolved, it will be referred to mediation where involved parties can work with a mediator in an effort to resolve the matter.

Should you have an enquiry or complaint

Any enquiry or complaint relating to an insurance policy, a claim or a related matter should be in writing and addressed in confidence to:

Internal Disputes Officer

Australis Group (Underwriting) Pty Ltd            

GPO Box 247 Sydney 

NSW 2001

Please include the following information:

·         Name, address and telephone contact number of the policyholder.

·         If you are not the policyholder; your interest in the matter together with your name, address and telephone contact number.

·         Details of the policy or claim (Our reference number).

·         An outline of the circumstances together with your reasons for lodging the complaint and your expectations in respect of resolution.

We will endeavour to resolve the matter quickly

1.   Your correspondence will be acknowledged by mail within 24 hours of receipt.

2.   We aim to advise you of our Internal Review Panel`s response to your complaint within  21 days of receipt.

3.   Should the matter proceed to arbitration, you will be fully involved in the processes and therefore aware of all timeframes.

Cost of Review

The service outlined in 1 and 2 (above) is  at no cost to you. Mediation may incur costs which will be known to all participants prior to commencement.

Tell us what you think.

We welcome your questions and comments. The Internal Disputes Officer has the appropriate authority to deal with any concerns or complaints. If you are not satisfied with a decision, the Internal Disputes Officer may also refer the matter to The Insurance Ombudsman for adjudication.