STEP 1 - LET US KNOW
We treat complaints seriously. If you have a complaint about any aspect of your relationship with us, including your policy, claim, or our service, staff or handling of a complaint, please let us know. We’ll acknowledge your complaint and attempt to resolve it within 10 business days if we have all necessary information and have completed any investigation required. If further information or investigation is required, we’ll agree to reasonable alternative timeframes with you.
To lodge a complaint, simply email the complaints team at [email protected].
So that we can review your complaint as efficiently as possible, let us know your:
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Name
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Email
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Policy Number (if known/applicable)
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Claim Number (if known/applicable)
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Complaint Summary: Provide as much detail as possible about what has happened and when.
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Requested Outcome: Please tell us how you believe we can resolve the issue.
STEP 2 - ESCALATION TO OUR INSURER
Depending on the outcome of our review, we may refer your complaint to our underwroter. You can contact them directly at:
HDI Global Specialty SE - Australia
Email: [email protected]
Mail: HDI Global Specialty SE - Australia, Level 19, 20 Martin Place, Sydney NSW 2000
STEP 3 - EXTERNAL INDEPENDENT REVIEW
If your complaint remains unresolved after this process or you haven’t received a written response within 30 calendar days, your complaint may be reviewed by the Australian Financial Complaints Authority.
Online: www.afca.org.au
Email: [email protected]
Phone: 1800 921 678
Mail: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
Your complaint must be referred to AFCA within 2 years of the final decision, unless AFCA considers special circumstances apply. If your complaint is not eligible for consideration by AFCA, you may be referred to the Financial Ombudsman Service (UK) or seek independent legal advice.
