If you have any concerns or wish to make a complaint please contact our office as soon as possible so that we may attempt to resolve your concerns immediately. Please provide as much information as possible (preferably in writing) about the reasons for your complaint.
Please contact Point Underwriting Agency in the first instance:
Point Underwriting Agency
Telephone: 1300 362 766 or (02) 9970-7378
Post: P.O. Box 744, Manly NSW 1655
We will acknowledge receipt of your complaint and do our utmost to resolve the complaint to your satisfaction within 10 business days.
If we cannot resolve your complaint to your satisfaction, we will escalate your matter to Lloyd’s Australia. Lloyd’s contact details are:
Lloyd’s Australia Limited
Telephone: (02) 8298-0783
Post: Suite 1603, Level 16, 1 Macquarie Place, Sydney NSW 2000
A final decision will be provided to You within 30 calendar days of the date on which you first made the complaint.
During the complaints process, you will be kept up to date every 10 business days as to the status of your complaint.
You may refer your complaint to the Australian Financial Complaints Authority (AFCA) at any time, and also if your complaint is not resolved to your satisfaction within 30 calendar days of the date on which you first made the complaint.
AFCA can be contacted as follows:
Australian Financial Complaints Authority (AFCA)
Telephone: 1800 931 678
Post: GPO Box 3, Melbourne VIC 3001
AFCA is a free and independent external dispute resolution service available to our policyholders to review insurance disputes. Your complaint must be referred to AFCA within 2 years of the final decision. Determinations made by AFCA are binding on the insurer.