Disputes

Our commitment to help solve any problems.

At Safeguard Insurance Brokers we follow the Insurance Brokers Code of Practice. This code was developed by the National Insurance Brokers Association (NIBA) to ensure good standards are practiced throughout Australia. We respect and support the practices outlined in this code.

Disputes do not regularly occur however we take them seriously and pride ourselves on taking our customers concerns seriously. We are committed to resolving any dispute amicably and in a timely manner.

Should a dispute arise;

Make contact with your broker at Safeguard Insurance Brokers, please submit your complaint in writing to
Daniel Bullock

We will keep the complainant informed about the progress of their complaint at least every ten (10) business days and provide them with contact details for the person responsible for handling the complaint.

Timeframes for handling your complaint

(a) If a complaint is resolved to the satisfaction of the complainant within five (5) business days, we will provide written confirmation to the complainant to confirm this.

(b) We will resolve a complaint within thirty (30) calendar days from the date it is received.

(c) If we cannot make a decision within this timeframe, we will:

(i) contact the complainant in writing and provide reasons for the delay;

(ii) inform the complainant of their right to take the complaint to AFCA (if applicable) and provide the complainant with the contact details for AFCA; and

(iii) inform the complainant of their right to report alleged breaches of the Code to the Insurance Brokers Code Compliance Committee – see section 11 about reporting alleged breaches of the Code.

If you are dissatisfied with the outcome please contact the Australian Financial Complaints Authority. AFCA is a dispute resolution service between consumers.

Australian Financial Complaints Authority
GPO Box 3, Melbourne, Vic 3001
1800 931 678 (free call) 9am – 5pm AEST/AEDT weekdays
Email:  Website: www.afca.org.au.