If you are dissatisfied with any aspect of your relationship with Protecsure including our products or services you can raise your concern with Protecsure. A complaint may be made to Protecsure by any reasonable means including by phone, email, fax, in writing or in person.
Protecsure may be contacted as follows:
Post: P.O. Box 1239, QVB, Sydney, NSW 1230
Phone: 02 8251 6666
Fax: 02 8088 7775
Please provide us with your claim or policy number (if applicable) and as much information as you can about the reason for your complaint.
Protecsure will investigate your complaint and keep you informed of the progress of its investigation. Protecsure will respond to your complaint in writing within ten (10) business days provided Protecsure has been provided all necessary information and has completed any investigation required.
In cases where further information or investigation is required, Protecsure will work with you to agree reasonable alternative time frames and, if we both cannot agree, you may request that your complaint be taken to Chubb where it will be handled by it’s internal dispute resolution team.
If Protecsure cannot resolve the complaint to your satisfaction within 10 business days, Protecsure will treat your complaint as a dispute. That will involve, if necessary, advising Chubb and convening an Internal Dispute Resolution (‘IDR’) Panel. In any event, Chubb will respond to your complaint or dispute within 45 days of its receipt.
Chubb’s IDR Panel must consider and resolve your dispute within 45 business days of your request for referral. If the IDR Panel is unable to make a decision, the reasons why it is unable to make a decision and the revised time frame will be given to you.
You may contact Chubb’s IDR team by phone, fax or post (as below), or email at:
Internal Dispute Resolution Service
Chubb Insurance Australia Limited
GPO Box 4065
Sydney NSW 2000
O +61 2 9335 3200
F +61 2 9335 3411
Please provide Chubb with your claim or policy number (if applicable) and as much information as you can about the reason for your dispute.
Chubb will keep you informed of the progress of its review of your dispute at least every ten (10) business days and will respond to your dispute in writing within fifteen (15) business days, provided Chubb have all necessary information and have completed any investigation required. In cases where further information or investigation is required, Chubb will work with you to agree reasonable alternative time frames.
If Chubb and you both cannot agree, you may refer your dispute to the Australia Financial Complaints Authority (“AFCA”) as detailed below, subject to its Terms of Reference. If your complaint or dispute falls outside the AFCA Terms of Reference, you can seek independent legal advice or access any other external dispute resolution options that may be available to you.
AFCA is an independent external dispute resolution scheme approved by the Australian Securities and Investments Commission. Both Protecsure and Chubb are a member of this scheme and Protecsure and Chubb agree to be bound by its determinations about a dispute. Where a dispute is covered by the AFCA Terms of Reference, the General Insurance Division of AFCA offers a free and accessible dispute resolution service to consumers.
You may contact AFCA at any time at:
Australia Financial Complaints Authority
If you would like to refer your dispute to AFCA you must do so within 2 years of the date of Chubb’s internal dispute determination. AFCA may still consider a dispute lodged after this time if AFCA considers that exceptional circumstances apply.