Relationships

Complaints Handling

 

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 contact our office via email complaints@prorisk.com.au or on telephone (03) 9235 5255 and speak to one of our staff members. Please provide as much information as possible about the reasons for your complaint. 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.

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
Telephone: (02) 9223 0752
Facsimile: (02) 9223 1466
Email: idraustralia@lloyds.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 Financial Ombudsman Service (FOS).

FOS is an independent external dispute resolution service available to our policy holders to review insurance disputes. FOS 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 FOS within 2 years of the date of our final decision. Determinations made by FOS are binding upon us.

 

For further details you can visit their website www.fos.org.au or contact FOS:

By telephone:
1800 367 287

By email:
info@fos.org.au

By mail:
Financial Ombudsman Service
GPO Box 3,
Melbourne VIC 3001