Our Complaints Process
How do I lodge a complaint or notify of a dispute?
We are committed to providing quality services to you. This commitment extends to giving you easy access to people and processes that can resolve a service issue or complaint.
The steps we set out below are part of our complaint and dispute resolution process, the details of which are available by either:
• calling us on (03) 6221 2900; or
• visiting our website at pi-plus.com.au
If you have any concern, complaint or dispute with us, we will try to resolve it immediately. The best first step is to approach the person at PI Plus with whom you were dealing to see if they can resolve the matter to your satisfaction.
If we cannot provide immediate resolution, you can request that our internal resolution process further consider the matter. To do this you may contact the Assetinsure Compliance Manager by emailing to firstname.lastname@example.org.
If an issue has not been resolved to your satisfaction within 30 days after we first received notice of your concern, complaint or dispute, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. You can contact AFCA by using the following contact details:
Post to: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
Calling: 1800 931 678 (free call)
Making an enquiry at www.afca.org.au
External dispute resolution determinations made by AFCA are binding upon us in accordance with the AFCA Terms of Reference.
If AFCA advises you that the AFCA Terms of Reference do not extend to you or your dispute, you can seek independent legal advice or access any other external dispute resolution options that may be available to you.
How to cancel your policy with us
You can submit a cancellation online via our secure cancellation form or call 1300 307 072 during office hours.
Our Code of Practice
What we subscribe to and how we operate
PI Plus supports and Assetinsure subscribes to the General Insurance Code of Practice. The General Insurance Code of Practice was developed with the Insurance Council of Australia to further raise standards of practice and service areas across the insurance industry.
The Code Governance Committee (CGC) is an independent body that monitors and enforces insurers’ compliance with the Code.
You can obtain more information on the General Insurance Code of Practice and the CGC and how they may assist you at www.codeofpractice.com.au.