Complaints handling

Attsure treats all complaints regarding the products and services that it provides seriously. If you are dissatisfied in any way, you may lodge a complaint using Attsure’s complaints process. Our complaints process is free of charge.

How to lodge a complaint with Attsure

In the first instance, please address your complaint to:

• Complaints Manager, Attsure
• Level 1, Unit 5, 88 Brandl Street, Eight Mile Plains, QLD 4113
• Phone: 0485 054 242
• Email: complaints@attsure.com.au

Please include your name, contact details, policy or quote reference (if any), and a clear description of your complaint and the outcome you seek.

What happens next (timeframes)

We aim to handle complaints promptly and fairly. Our service standards are:

• Acknowledgement: we will acknowledge your complaint within one business day of receiving it (or as soon as practicable).
• Progress update: where practicable, we will give you a substantive response or update within 10 business days.
• Final response: we will give you a final response within 30 calendar days of receiving your complaint. If we cannot do that (for example because the matter is particularly complex), we will tell you the reasons for the delay, the expected timeframe, and your rights to refer the matter to AFCA where you are eligible under the AFCA Rules.

If we need more information from you, we will ask for it. Our final response will explain the outcome and the reasons for our decision.

Escalating to the insurer

If your complaint relates to a policy that Attsure has arranged or issued under a binding authority, and Attsure does not resolve your complaint to your satisfaction, or you are not satisfied with the way your complaint has been dealt with, you can escalate it through the relevant insurer’s complaints process, as set out in your policy wording. If the complaint has not been raised with Attsure first, the insurer will ordinarily refer it to Attsure to resolve.

Taking a complaint further (AFCA)

If we have not resolved your complaint to your satisfaction within 30 days of receiving it, you may be able to take it to the Australian Financial Complaints Authority (AFCA).

Attsure itself is not claiming AFCA membership on this website. For insurance policy and claims matters, AFCA usually deals with the insurer named in your policy, where that insurer is an AFCA member. AFCA can only help if you are eligible under its Rules (for example, as an individual or a small business) and if your type of complaint and product are within AFCA’s jurisdiction. Some small business general insurance products, including professional indemnity and public or products liability, are outside AFCA’s product jurisdiction.

You can contact AFCA at:

• Australian Financial Complaints Authority
• GPO Box 3, Melbourne VIC 3001
• Phone: 1800 931 678
• Email: info@afca.org.au
• Website: www.afca.org.au

AFCA’s service is free to people who are eligible to use it.

Claims notifications (not complaints)

A claim under a policy is different from a complaint about our service. Notify claims as set out in your policy schedule and wording.