Complaints Handling

How we will handle your complaint

We strive to provide an efficient, honest, fair and transparent standard of service at all times. We recognise that occasionally mistakes or misunderstandings can happen. If this is the case, we realise that you will want to let us know and may wish to make a complaint. If you make a complaint we will make sure that your concerns are addressed as quickly as possible.

What should you do if you have a complaint?

You can register your complaint by lodging your complaint using the form below, or by writing to: The Complaints Team Brees Insurance Pty Ltd Suite 4, 20 Clifford St Mosman 2088 Email: hello@brees.com.au As soon as we receive your complaint we will take all possible steps to resolve it. You will receive a written response via email to your complaint within 15 working days, unless we agree a longer timeframe with you.

What should you do if you are not happy with our response to your complaint?

If you are not satisfied with our response to your complaint, you may wish to have the matter reviewed by our Internal Dispute Resolution Committee (“Committee”). The Committee is comprised of Senior Management of the company who have the experience and authority to decide on matters brought to the Committee. If you wish to have your complaint reviewed by this Committee please respond to the initial response email and provide detailed reasons for requesting the review. This information will greatly assist the Committee in reviewing your claim or enquiry. Your complaint will then be treated as a dispute. You may also make a request for a review by the Committee by contacting: The Chairperson IDRC Brees Insurance Pty Ltd Suite 4, 20 Clifford St Mosman 2088 A written response setting out the final decision of the Committee and the reasons for this decision will be provided to you within 15 working days of the date you advise us you wish to take your complaint to IDRC. If we are unable to provide a written response setting out the final decision we will keep you informed of progress at least every 10 days. If you are not satisfied with the finding of the Committee, or if we have been unable to resolve your complaint within 45 calendar days, you may be able to lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. AFCA can make decisions with which AIG is obliged to comply. Its contact details are: Australian Financial Complaints Authority (AFCA) GPO Box 3 Melbourne VIC 3001 Website: www.afca.org.au Email: info@afca.org.au Phone: 1800 931 678 (free call) You should note that use of the AFCA scheme does not preclude you from subsequently exercising any legal rights, which you may have if you are still unhappy with the outcome. Before doing so however, we strongly recommend that you obtain independent legal advice. If your complaint does not fall within AFCA’s rules, we will advise you to seek independent legal advice or give you information about any other external dispute resolution options (if any) that may be available to you. Please be aware that, effective from 1 November 2018, AFCA replaced the former Financial Ombudsman Service (FOS). If you have any questions regarding this change, please contact AFCA on 1800 931 678. If you have a Product Disclosure Statement or other document that refers to FOS, please take into account this change when reviewing the relevant section referring to FOS.

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Just a friendly reminder before you start….

YOUR DUTY OF DISCLOSURE

Before you enter into a Contract of general insurance with an Insurer, you have a duty under the Insurance Contracts Act 1984 to disclose to the Insurer every matter that you know, or could reasonably expect to know, is relevant to the Insurer’s decision whether to accept this risk of Insurance, and if so, on what terms. You have the same duty to disclose those matters to the Insurer before you renew, extend, vary or reinstate a Contract of general insurance. Your duty however does not require disclosure of matter:

  • that diminishes the risk to be undertaken by the Insurer;
  • that diminishes the risk to be undertaken by the Insurer;
  • that is common knowledge;
  • that your insurer knows or, in the ordinary course of business, ought to know; as to which the compliance with your duty is waived by the Insurer.

NON-DISCLOSURE

If you fail to comply with your duty of disclosure, the Insurer may be entitled to reduce the liability under the Contract in respect of a claim or may cancel the Contract. If your non-disclosure is fraudulent, the Insurer may also have the option of avoiding the Contract from its beginning.

By clicking on the “I Agree” button below, you agree that you’ve read and understood the Duty of Disclosure and website Terms of Use.

Please read our Financial Services Guide to help you make an informed decision about whether to use the financial services we offer.

Please read the relevant Product Disclosure Statement for full details before deciding about the right cover for you.

If you are not fully satisfied with our services, you should contact our Complaints Officer on 1300 949 834. Brees Insurance Pty Ltd, ABN 49 150 657 113 as an authorised representative of PSC Insurance Brokers (Aust), are members of the Australian Financial Complaints Authority; a free service, and follow the principles of the Insurance Brokers Code of Practice. Further information is available from our office. You can contact AFCA directly on 1800 931 678.

Please be aware that all communication will be via phone, email or text. We do not mail any correspondence.