We are always looking for ways to improve our service to you. If something has gone wrong, we want to know.
Please send an email to email@example.com and tell us what has happened and how we can resolve matters.
If you have any documents or correspondence that will help us understand your complaint, please attach them to the email.
When we receive your complaint, we will:
- acknowledge your complaint within 1-2 days
- escalate through the formal complaints process and send you a copy of our Complaints Disclosure document
- gather and evaluate information about your complaint
- respond to you within 20 working days
If we cannot agree on how to resolve the complaint, we will send you a letter of deadlock. You may then contact our Dispute Resolution Scheme, Financial Dispute Resolution Service (FDRS). FDRS are independent and free for clients and an external dispute resolution scheme approved by the Minister of Consumer Affairs.
FDRS’s service does not cost you anything and they will help resolve the complaint.
Our process makes insurance simple...
Understanding what is important to you is the first step, we are here to make the complex world of insurance, simple for you!
We guide you through our custom process and then provide only the best solutions for you and your family... even your pets (if you’ve got any).
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