MAKING A COMPLAINT

At ProRisk we value our customers and their opinions. If you are unhappy with any of our products or services, we want you to tell us so that we have the opportunity to address your concerns.

COMPLAINTS PROCESS

STEP 1 – CONTACT OUR OFFICE

If you have a complaint, the first thing to do is raise any issues that you may have with the member of staff with whom you have been dealing and attempt to resolve any issues with them directly. The members of our team are trained to handle complaints efficiently and fairly.

If you are unable to resolve your complaint with your contact person, you may escalate your complaint in writing via email at complaints@prorisk.com.au.

If you need to speak with an alternative member of staff you may do so by telephone on (03) 9235 5255.

To assist us in dealing with your complaint, please provide as much information as possible about the reasons for your complaint, including your claims or policy number (if applicable). If our staff member is unable to resolve the matter to your satisfaction, you can speak to a manager. The manager will then provide a written response to your complaint within 15 business days provided we have all necessary information and have completed any investigation required. Where further information, assessment or investigation is required, they will agree reasonable alternative timeframes with you. You will also be kept informed of the progress of your complaint. At the conclusion of our investigation, we will provide you with written confirmation of our findings and remind you of your right to escalate your complaint to Stage 2.

STEP 2 – SEEK A REVIEW

If the Step 1 decision does not resolve the issue, you can request a review of the decision. The review will be undertaken in most cases by a person independent to Step 1. They will investigate the claim and provide a written decision within 15 business days if all necessary information has been provided. Where further information, assessment or investigation is required, they will agree reasonable alternative timeframes with you. You will also be kept informed of the progress of your complaint.

Where a Step 2 matter relates to a Lloyd’s policy or claim, you should contact:

Lloyd’s Australia Limited
Level 9, 1 O’Connell Street, Sydney NSW 2000
Phone: (02) 8298 0783
Facsimile: (02) 8298 0788
Email: idraustralia@lloyds.com

Where a Step 2 matter relates to a policy or claim where the insurer is shown on the policy documents as being Swiss Re International SE Australia Branch, you should refer your complaint to:

The Complaints Manager
Swiss Re International SE, Australia Branch
Level 36, Tower Two, International Towers Sydney
200 Barangaroo Avenue, Sydney NSW 2000
Phone: (02) 8295 9500
Email: complaints_anz@swissre.com

STEP 3 – SEEK AN EXTERNAL REVIEW

If your complaint is not resolved in a manner satisfactory to you or we do not resolve your complaint within 45 calendar days of receiving it at Step 1, you may refer the matter to the Australian Financial Complaints Authority (AFCA).

AFCA is an independent external dispute resolution service available to our policyholders to review insurance disputes. AFCA can advise you whether your dispute falls within their Terms of Reference as not all customers and disputes are covered. Your dispute must be referred to AFCA within 2 years of the date of our final decision. Determinations made by AFCA are binding upon us.

You may contact AFCA at any time during the complaints handling process for information including whether or not, your complaint or dispute falls within their Terms of Reference, at:

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