Should you have a complaint about any financial product or service provided, 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:
- Email: firstname.lastname@example.org
- Post: P.O. Box 1239, QVB, Sydney, NSW 1230
- Phone: 02 8251 6666
- Fax: 02 8088 7775
If Protecsure cannot resolve the complaint to your satisfaction within 2 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.
In accordance with the General Insurance Code of Practice, Protecsure (or Chubb) will keep you informed of the review of your dispute every 10 days.
The 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.
REFERRAL TO FINANCIAL OMBUDSMAN SERVICE
If your complaint is not satisfactorily resolved or answered within 45 days, you may refer the matter to the Financial Ombudsman Service (“FOS”). The FOS are independent operators of the External Dispute Resolution scheme of which Protecsure (and Chubb) are members. The FOS is a free service and you may contact them directly at: www.fos.org.au or by post to GPO Box 3, Melbourne, VIC 3001 or phone 1300 780 808
Protecsure holds Professional Indemnity Insurance in accordance with the requirements of section 912B of the Corporations Act.