If you are unhappy with how an insurer has handled your policy or claim, contact Webber Insurance.

As your broker, we can review the issue, help explain the insurer’s position and raise your concerns with the insurer.

It helps to provide:

• Your policy or claim number
• A summary of what has happened
• Relevant correspondence or documents
• The outcome you are seeking

What happens if the issue is not resolved? #

Where appropriate, we can ask the insurer to reconsider its position or assist with a formal complaint through its internal dispute resolution process.

The insurer remains responsible for its claim and complaint decisions, so we cannot guarantee that its position will change.

ASIC’s internal dispute resolution framework generally requires financial firms to respond to standard complaints within 30 calendar days, subject to the applicable rules and exceptions.

If the matter remains unresolved, the Australian Financial Complaints Authority may be available depending on the complainant, the insurance product and the nature of the complaint.

AFCA has specific jurisdiction rules and some exclusions apply to small-business insurance complaints, so eligibility should not be assumed.

Contact our team if you would like us to review an issue with an insurer.