Our Complaints Process
How do I lodge a complaint or notify of a dispute?
Property Insurance Plus strives to provide our customers with a combination of great products and excellent services. If you feel unsatisfied in any of these areas, we would like to be informed of it as soon as possible. We will endeavour to sort your complaint with you quickly and fairly.
How you can make a complaint and how they are handled
If you have any concerns or wish to make a complaint in relation to
our products, our services or your insurance claim, please let us know
we will attempt to resolve your concerns in accordance with our Internal Dispute resolution procedures. Please contact us in the first instance by:
- calling us on 1300 307 072; or
- emailing us at firstname.lastname@example.org
- writing to us (PO Box 2230, MT Waverley, VIC 3149)
We will acknowledge receipt of your complaint and do our outmost to resolve the complaint to your satisfaction within 10 business days.
If we cannot resolve your complaint to your satisfaction, we
will escalate your matter through our internal dispute resolution (IDR)
process, or you can contact them directly as follows:
For Policies before the 1st of August 2023 (underwritten by Assetinsure)
Call: 02 9251 8055
Post: PO Box R299, Sydney NSW 1225
For Policies after the 1st of August 2023 (underwritten by Certain Underwriters at Lloyd’s)
Call: 02 8298 0783
Post: Suite 1603 Level 16, 1 Macquarie Place, Sydney NSW 2000
Our IDR team will keep you informed of the progress at least every
10 business days and make a final decision within 30 calendar days of
date on which you first made the complaint, unless certain exceptions apply.
If a final decision is not provided to you within 30 calendar days, our IDR team will inform you before the end of that period of the reasons for the delay.
You may refer your complaint to the Australian Financial Complaints Authority (AFCA) if your complaint is not resolved to your satisfaction within 30 calendar days of the date on which you first made the complaint or at any time. AFCA can be contacted as follows:
Telephone: 1800 931 678
Post: 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.
For policies after the 1st of August,
if your complaint is not eligible for consideration by AFCA, you may be referred to the Financial Ombudsman Service (UK) if appropriate, or you
can seek independent legal advice. You can also access any other external dispute resolution or other options that may be available to you.