Complaints Procedure
Our detailed complaint handling and dispute resolution procedures that you may access, at no cost to you.
How we can help you
Insurance Services Holdings (ISH) takes the concerns of its customers very seriously.
ISH are committed to providing you an exceptional level of service and customer care. There may be times when things go wrong and you feel that we have not provided you with the quality of service you expect. We would appreciate any feedback from you, in any form, about any concern you may have so that we can put things right promptly. We aim to:
- Acknowledge all complaints promptly
- Investigate your complaint quickly and thoroughly
- Keep you informed of the progress of the investigation
- Do everything possible to resolve your complaint
- Learn from our mistakes
- Use the information from complaints received to continuously improve our service
To assist ISH with your enquiries, please provide us with your claim or policy number (if applicable) and as much information You can about the reason for your complaint or dispute. ISH’s complaints and dispute procedures are as follows:
Stage 1 – Complaint Handling Procedure
If you are dissatisfied with any of ISH’s products or services and wish to lodge a complaint, please contact Us at:
The Complaints Officer
Insurance Services Holdings Pty Limited
Level 5, 63 York St, Sydney NSW 2001
Telephone: +61 1300 705 031
Email: complaints@insuranceservices.holdings
We will respond to your complaint within Ten (10) business days, or if further investigation or information is required, we will work with you to agree on reasonable alternative timeframes.
Stage 2 – External Dispute Resolution
If your complaint or dispute is not resolved to your satisfaction or a final response has not been provided within 30 days, you may refer the matter to the Australian Financial Complaints Authority (AFCA) for review. AFCA provides a free and independent dispute resolution service for consumers who have general insurance disputes falling within its terms of reference and its contact details are:
Postal address
AFCA
GPO Box 3, Melbourne VIC 3001
- Telephone: 1300 931 678
- Email: info@afca.org.au
- Website: www.afca.org.au