Complaints Resolution

If you have any complaints about the service provided to you, you should take the following steps.

  1. Contact us and tell us about your complaint.
  2. If your complaint is not satisfactorily resolved within 24 hours, please call our Complaints Office on 07 3844 4288
    Alternatively, put your complaint in writing and send it to the Complaints Officer:

    Austbrokers Premier Pty Ltd
    PO Box 3290 South Brisbane BC Q 4101

    Please mark the envelope 'Notice of Complaint'. We will try and resolve your complaint quickly and fairly.
  3. If the complaint can't be resolved to your satisfaction within 20 business days, you have the right to refer the matter to the Insurance Financial Ombudsman's Service (FOS). We will provide you with further details about FOS upon lodging your dispute with us, or at any time upon your request.

Alternatively, refer the matter to IBD

The Insurance Brokers Dispute (IBD) is a free consumer service established by the insurance broking industry to help resolve any complaints and disputes that may arise between insurance brokers and their clients. It is independently monitored and is overseen by a Council which represents all parties. Under the IBD scheme, participants are required to have internal systems to monitor and resolve complaints. They must agree to make a decision about your complaint quickly, usually within 20 working days.

Call IBD's General Manager who is there to assist. Generally problems can be fixed with a single telephone call. If you are not happy with the outcome after 20 working days, it will be passed on to IBD's Referee.

Referee

The Referee, who is legally qualified, will issue a determination within 20 working days. Under IBDLTerms of Reference, insurance brokers and financial service providers must abide by decisions made by the Referee, although they are not binding on the consumers.

Representing you fairly

IBD is part of a national self-regulatory scheme, which was first established in 1996. IBD has been approved by the Australian Securities and Investments Commission (ASIC) and since 01/01/2003 has operated as a public company limited by guarantee. It is in the industry's interest to resolve disputes efficiently and fairly. IBD is overseen by a board of directors to ensure your interests are represented. The board consists of two consumer representatives, two industry representatives and an independent chairman.

A free service to consumers

IBD is funded by its members, who subscribe to the scheme, in order to provide a service which is free of charge to consumers.

Insurance Brokers Disputes Limited (IBD) is a free consumer service designed to handle complaints and help resolve problems between insurance brokers and other financial services providers (other than insurance companies) and their clients.

IBD provides support to help you resolve problems quickly and efficiently, without having to resort to costly litigation.

Anyone who has a problem with their insurance broker or financial service provider concerning a general or life insurance policy can contact IBD.

IBD covers a range of policies including motor vehicle, home buildings and contents, sickness and accident, life, consumer credit, travel, personal and domestic property up to a claim limit of $100,000. IBD also handles complaints regarding small business pak policies up to a claims limit of $10,000.

Some cases, such as those already involved in legal proceedings, are not handled by IBD, nor does IBD handle disputes involving claims of more than the respective claim limit (ie $100,000 / $10,000), except where the insurance broker or financial service provider and its professional indemnity insurer have agreed to waive this limit.

If you have any query about whether your complaint can be handled by IBD, call 1800 064 169 or email info@ibdLtdcom.au.

Insurance Brokers Dispute Limited (IBD)

Level 10, 99 William Street, Melbourne, Vic 3000
Phone: 03 9620 0177
Toll Free: 1800 064 169
Fax: 03 9620 0166
Email: info@ibdLtdcom.au

Who can use IBD

Anyone who has a problem with their insurance broker or financial service provider (other than insurance company) concerning a general or life insurance policy can contact IBD.
For complaints against insurance companies, please contact the Insurance Enquiries and Complaints Ltd (IEC) on 1300 363 683.

IBD covers a range of policies including motor vehicle, home buildings and contents, sickness and accident, life, consumer credit, travel, personal, domestic property policies and small business pak policies. Complaints can be lodged by retail clients. Retail client is defined as any person or small business.

Small business means a business employing less than 100 people if it is or includes manufacture of goods, otherwise 20 people.

Some cases, such as those already involved in legal proceedings, are not handled by IBD, nor does IBD handle disputes involving claims of more than $100,000 in regards to general and life insurance policies and $10,000 in regards to small business pak policies, except where the insurance broker or financial service provider and its professional indemnity insurer have agreed to waive this limit.

If you have any query about whether your complaint can be handled by IBD, call 1800 064 169 or email info@ibdLtdcom.au.

The general insurance brokers code of practice

IBL members subscribe to the General Insurance Brokers Code of Practice. The Code outlines standards of good practice to be expected from your insurance broker or financial service provider. Copies of the Code are available from your insurance broker or financial service provider and from IBL.