Legal
Complaints Policy
Insurance Service Holdings Pty Ltd and its subsidiaries (Pocket Insurance Pty Ltd and Martin AR Network Pty Ltd) are committed to handling complaints fairly, promptly, and transparently. This policy outlines how to make a complaint and what to expect from us.
Step 1 — Contact us
In the first instance, please contact us directly. We will acknowledge your complaint within 1 business day and provide a substantive response within 10 business days where possible.
- Email: hello@insuranceservice.holdings
- Phone: +61 2 6190 0752
- Post: Suite 1, Level 6, 171 Clarence St, Sydney NSW 2000
Step 2 — Internal Dispute Resolution
If you are not satisfied with our initial response, you can request that your complaint be escalated to our Internal Dispute Resolution (IDR) process. Under IDR, your complaint will be reviewed by a senior person who was not involved in the original decision.
We will provide a written IDR response within 30 calendar days of receiving your complaint. If we cannot respond within this time, we will write to you explaining the delay.
Step 3 — External Dispute Resolution (AFCA)
If you are not satisfied with our IDR response, or if 30 days have passed without a response, you have the right to lodge a complaint with the Australian Financial Complaints Authority (AFCA).
AFCA is a free and independent external dispute resolution service. You can contact AFCA at:
- Website: afca.org.au
- Phone: 1800 931 678 (free call)
- Email: info@afca.org.au
- Post: GPO Box 3, Melbourne VIC 3001
Complaints about privacy
If your complaint relates to how we have handled your personal information, you may also contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
Keeping records
We keep records of all complaints we receive and the outcomes. These records help us identify patterns and continuously improve our services.