Making a Complaint
At Point Insurance we value our customers, so 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.
If your complaint or dispute relates to a specific insurance policy, then please refer to the Product Disclosure Statement (PDS) relating to that policy for further information relating to the Complaints Process as each PDS may have a slightly different procedure depending on the Underwriter of that product.
Stage One | Contact Us
If you have a complaint, please contact our office as soon as possible so that we may attempt to resolve your concern immediately.
Please provide as much information as possible (preferably in writing) about the reasons for your complaint. If our staff member is unable to resolve the matter to your satisfaction, your dispute will be escalated to a Manager. The Manager will provide you with a written response within 15 business days if all necessary information has been received. 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 least every 10 business days.
Stage Two – Review
If your complaint relates to a policy insured through certain Underwriter’s at Lloyd’s and your dispute remains unresolved after Stage One, you should contact:
Lloyd’s General Representative in Australia
Level 9, 1 O’Connell Street
Sydney, NSW 2000
Telephone Number: (02) 8298 0783
Facsimile Number: (02) 8298 0788
When you lodge your dispute with Lloyd’s, they will usually require the following information:
- Name, address and telephone number of the policy holder;
- The type of insurance policy involved (e.g. Personal accident & sickness);
- Details of the policy concerned (policy and / or claim reference numbers)
- Name and address of the insurance intermediary through whom the policy was obtained;
- Details of the reasons for lodging the complaint;
- Copies of any supporting documentation (not previously supplied) that you believe may assist Lloyd’s in addressing your dispute.
If your complaint relates to another Underwriter (other than Lloyd’s) and your dispute remains unresolved after Stage One, you may seek a review of the decision. This review will be conducted by our Complaints Manager who will investigate the claim and provide a written decision within 15 business days if all necessary information has been provided and all investigations are complete. 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 least every 10 business days.
Stage Three | External Dispute Resolution (EDR)
If your complaint has not been resolved to your satisfaction or we do not resolve your complaint within 45 calendar days of receiving it at Stage One, you may refer the matter to the Australian Financial Complaints Authority (AFCA).
Further information about how to lodge a dispute with AFCA can be found on their website www.afca.org.au or you can contact AFCA, as follows:
Australian Financial Complaints Authority (AFCA)
GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
AFCA is a free and independent external dispute resolution services available to our policy holders to review insurance disputes. Your dispute must be referred to AFCA within 2 years of the date of our final decision at Stage Two of the Complaints Process. Any decision made by AFCA is binding on the insurer.