Complaints and Disputes
A.I.S Insurance Brokers Pty Ltd is committed to the fair, transparent and timely resolution of any disputes.
In respect to claims for our services we subscribe to the NIBA Code of Conduct and to the General Insurance Brokers Code of Practice. A.I.S Insurance Brokers has a detailed internal dispute resolution process in accordance with the guidelines in those Codes and Section 912A (1) of the Corporations Act 2001.
This process deals with all complaints and disputes in relation to our services to AIS clients, but does not have jurisdiction over matters concerning insurer’s decisions about coverage or claims. Any complaints or disputes involving insurers need to be referred to their own dispute resolution process and we can provide details if required.
As part of our commitment we subscribe to Financial Ombudsman Service Limited, an external dispute resolution service which is accessible to clients free of charge in the event that they believe a complaint has not been satisfactorily dealt with by us.
Please contact us if you have any complaints about our services.
| Complaints Officer A.I.S Insurance Brokers Pty Ltd P.O. Box 7660 Melbourne VIC 3004 |
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| Telephone: | 03 8699 8888 | |
| Facsimile: | 03 8699 8899 | |
| Email: | insure@aisinsurance.com.au | |
If your complaint cannot be resolved to your satisfaction, you have the right to refer the matter to Financial Ombudsman Service Limited (FOS). They may be contacted at:
| Financial Ombudsman Service Limited Level 5, 31 Queen Street Melbourne VIC 3000 |
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| Telephone: | 1300 780 808 or 03 9613 7366 | |
| Facsimile: | 03 9613 6399 | |
| Email: | info@fos.org.au | |
A complaint form is also available at the FOS Website (http://www.fos.org.au). If you require further information about any of these procedures please contact our office during business hours.
In respect to complaints and disputes in relation to Insurance Policies or Policies arranged under Binding Authorities these have their own dispute resolution procedures which can be found in the appropriate Policy Wording or Product Disclosure Statement.