Complaints

Internal Disputes Resolution – Information

Insurance Aid General Brokers subscribe to the Insurance Brokers Code of Practice and are a member of the Financial Ombudsman Service (FOS).

As part of the Code obligations, we are committed to the fair, transparent and timely resolution of disputes. If you are unhappy with any of our services please lodge your complaint in writing or contact our Complaints Manager.

You can also lodge any alleged breach of the Code with us.

We will acknowledge your complaint in writing and genuinely attempt to resolve your complaint fairly and efficiently within 20 days through our internal disputes resolution system.

Specific contact details are as follows for each of our offices located at Brisbane or Ashmore:

COMPLAINTS MANAGER
Insurance Aid General Brokers – Brisbane
07 3630 1823 or email – brisenquiries@insuranceaid.com.au

OR

COMPLAINTS MANAGER
Insurance Aid General Brokers – Ashmore
07 5564 7333 or email – gcenquiries@insuranceaid.com.au

We will keep you informed about how we handle your complaint and provide you with reasons for our decisions. If we require further information to determine or resolve your complaint, then we will inform you of this and agree with you an appropriate time frame, keeping you informed of the progress.

External Disputes Resolution – Information

If your complaint cannot be resolved to your satisfaction within 20 business days, you have the right to refer the matter to Financial Ombudsman Service (FOS) for consideration and/or review. FOS is an ASIC-approved external dispute resolution service accessible to clients free of change.

FOS contact details are as follows:
POST: GPO Box 3 MELBOURNE VIC 3001
PHONE: Toll Free: 1800 367 287
EMAIL: info@fos.org.au

An online complaint form is also available at the FOS website at www.fos.org.au.