Compliments Complaints & Dispute Resolution

Retaining your confidence and loyalty is key to us.

We are dedicated to providing high quality service to our clients and the way in which we handle complaints is an integral part of our customer service to clients. If you have a complaint in respect of any aspect of the service we provide, we would appreciate you letting us know and giving us the opportunity to resolve your concerns. We will attempt in good faith to resolve any complaint/dispute in a fair, transparent and timely manner. Where we identify, or you tell us about, an error or mistake in handling your Complaint, we will immediately initiate action to correct it.

General Insurance Code of Practice

We support and QBE Insurance (Australia) Limited ABN 78 003 191 035 (QBE) is a signatory to the General Insurance Code of Practice issued by the Insurance Council of Australia (the Code). Further information about the Code and your rights under it is available at www.codeofpractice.com.au and on request.

Compliments

We welcome compliments and feedback from our customers. If you would like to provide us with positive feedback on our products or services, please email us at info_nsw@chu.com.au.

Complaints and Dispute Resolution

If you are not satisfied with our products or services or a decision made in relation to your insurance claim, please let us know so that we can help. It is important to follow the complaint handling process in order to resolve your complaint effectively and efficiently. When you first contact us, we will endeavour to resolve your complaint within the first 5 working days. If we have not been able to resolve this within 5 working days, we will refer your Complaint to our Internal Dispute Resolution team.

Step 1tell us about your Complaint

Contact us and tell us about your complaint. We will do our best to resolve it quickly.

Claim/Service Complaints

If you have a complaint about a claim and or service decision contact the Claims Consultant who was handling the Claim in the first instance. The consultant may be able to resolve the complaint for you. Otherwise you can contact us or lodge a complaint at via email at:

Email: Complaints@chu.com.au

Agents and Product Complaints

If you have a complaint concerning one of our Agents or Products you can contact us by:

Email: Compliance@chu.com.au

Post: Level 5, 1 Northcliff Street Milsons Point NSW 2061

Phone: 1300 361 263

Step 2 – Review by our Internal Dispute Resolution (IDR) Team

If you’re not satisfied with the outcome of the initial review, your complaint will be referred to our Internal Dispute Resolution (IDR) Team for further review. The IDR team will usually contact you within 15 days and will endeavour to resolve your complaint within 45 days of the date of the initial complaint.

Step 3 – Seek review by an external service

We expect our procedures will deal fairly and promptly with your complaint. If you are dissatisfied with our internal dispute determination or if we are unable to resolve your complaint or dispute to your satisfaction you have the right to refer the matter to the Financial Ombudsman Service Australia (FOS). FOS is an independent and free external dispute resolution scheme approved by the Australian Securities and Investments Commission. We are a member of this scheme and have agreed to be bound by its determinations about a dispute. You may contact FOS at any time at:

Contact number: 1800 367 287 (or 1800 FOS AUS)

Address: GPO Box 3, Melbourne Victoria 3001

Email: info@fos.org.au

Website: www.fos.org.au

If you would like to refer your dispute to FOS, you must do so within 2 years of the date of our internal dispute determination. FOS may still consider a dispute lodged after this time if FOS considers that exceptional circumstances apply. Your application to FOS will subject to its Terms of Reference (TOR) (See www.fos.org.au/about-us/terms-of- reference). FOS can also advise you if your dispute falls within its TOR. If your Complaint falls outside the TOR, you can seek independent legal advice or access any other external dispute resolutions options available to you