Insurance Brokers Code of Practice
The National Insurance Brokers Association of Australia (NIBA) has developed the Insurance Brokers Code of Practice (the Code). As a NIBA member, NQIB are bound by the terms of the Code. The Code was introduced in 2006 and was recently revised.
The Code is a statement of the industry’s commitment to high levels of competency, training and customer service. It also ensures that there is a free and transparent complaints and compliance review process which imposes binding sanctions for any breach of the Code. It is designed to promote better and more professional, informed and effective relationships between insurance brokers and their customers, insurers and others involved in the insurance industry.
The Code is administered for NIBA by the Australian Financial Complaints Authority (AFCA). If you consider there has been a breach of the Code, you may wish to contact AFCA to lodge a complaint.
The Code is a statement of the industry’s commitment to high levels of competency, training and customer service. It also ensures that there is a free and transparent complaints and compliance review process which imposes binding sanctions for any breach of the Code. It is designed to promote better and more professional, informed and effective relationships between insurance brokers and their customers, insurers and others involved in the insurance industry.
The Code is administered for NIBA by the Australian Financial Complaints Authority (AFCA). If you consider there has been a breach of the Code, you may wish to contact AFCA to lodge a complaint.
Australian Financial Complaints Authority
NQIB subscribe to the Australian Financial Complaints Authority (AFCA) which is an independent consumer services organisation. AFCA is available to review disputes by clients against brokers in relation to certain classes of insurance, following failure to achieve a satisfactory resolution through the Broker’s Internal Dispute Resolution process. The classes of insurance covered are:
Further information on the AFCA can be obtained by contacting the Australian Financial Complaints Authority.
GPO Box 3
Melbourne Vic 3001
Tel 1800 931 678 (free call)
Email [email protected]
www.afca.org.au
- Motor Vehicle (comprehensive, third party property damage only or extended third party property damage policies for vehicles up to 2 tonne carrying capacity)
- Home Buildings & Home Contents
- Sickness & Accident
- Consumer Credit
- Travel
- Other contracts of insurance that insure personal & domestic property
- Small Business
- Medical Malpractice
Further information on the AFCA can be obtained by contacting the Australian Financial Complaints Authority.
GPO Box 3
Melbourne Vic 3001
Tel 1800 931 678 (free call)
Email [email protected]
www.afca.org.au
NQIB Complaints Process
At North Queensland Insurance Brokers we are dedicated to providing quality services to all our clients and we value your feedback. As members of the National Insurance Brokers Association (NIBA) we subscribe to the Insurance Brokers Code of Practice and are committed to fairness and transparency in the provision of our advice and services. So let us know if you have a complaint, we want to know.
You can contact us by telephone, email, fax, post or in person.
North Queensland Insurance Brokers Pty Ltd
557 Ross River Rd, Kirwan Qld 4817
PO Box 543, Thuringowa Central Qld 4817
Phone (07) 4755 6100
Fax. (07) 4755 6180
Email [email protected]
A Complaints Officer will telephone you back no later than the next business day following receipt of your complaint. The Complaints Officer will listen closely to your concerns, act independently and endeavour to agree on a solution acceptable to you. Most complaints are generally able to be resolved at this time. However if your complaint cannot be resolved at this time you may choose to have your complaint reviewed by our Internal Dispute Resolution Panel.
If you choose to have your complaint reviewed by our panel you will receive a written advice from the Complaints Officer that your complaint is part of our Internal Dispute Resolution process. The written advice may request that you supply certain additional information to assist us in reviewing your complaint. In most instances the Complaints Officer will be able to advise you of our final decision within 20 working days. If exceptional circumstances prevent us from making a decision within 20 working days we will advise you in writing and advise a likely timeframe for our final decision. Upon reaching an agreement with you and upon receipt of all necessary information, where possible we will undertake the agreed action within 7 working days.
If agreement can still not be reached our Complaints Officer will advise you of external avenues available to you.
External avenues may include:
You can contact us by telephone, email, fax, post or in person.
North Queensland Insurance Brokers Pty Ltd
557 Ross River Rd, Kirwan Qld 4817
PO Box 543, Thuringowa Central Qld 4817
Phone (07) 4755 6100
Fax. (07) 4755 6180
Email [email protected]
A Complaints Officer will telephone you back no later than the next business day following receipt of your complaint. The Complaints Officer will listen closely to your concerns, act independently and endeavour to agree on a solution acceptable to you. Most complaints are generally able to be resolved at this time. However if your complaint cannot be resolved at this time you may choose to have your complaint reviewed by our Internal Dispute Resolution Panel.
If you choose to have your complaint reviewed by our panel you will receive a written advice from the Complaints Officer that your complaint is part of our Internal Dispute Resolution process. The written advice may request that you supply certain additional information to assist us in reviewing your complaint. In most instances the Complaints Officer will be able to advise you of our final decision within 20 working days. If exceptional circumstances prevent us from making a decision within 20 working days we will advise you in writing and advise a likely timeframe for our final decision. Upon reaching an agreement with you and upon receipt of all necessary information, where possible we will undertake the agreed action within 7 working days.
If agreement can still not be reached our Complaints Officer will advise you of external avenues available to you.
External avenues may include:
- Referral to the Australian Financial Complaints Authority (limited to disputes up to $250,000)
- Mediation or Arbitration
- Small Claims or Legal Proceedings out of District or Supreme Courts.
