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Complaints and Disputes
We have in place a fully documented process for handling complaints and disputes with clients in relation to general insurance contracts and belong to an external dispute resolution scheme as a member of the Financial Ombudsman Service (FOS).
We are also bound by the General Insurance Code of Practice and have processes in place to adhere to the requirements of the code. Refer to www.codeofpractice.com.au for details of the code
Policy
Freeman McMurrick places a high value on all clients and endeavours to satisfy complaints and disputes expeditiously and with a minimum of fuss. A satisfied client is an excellent reference for our Company. Clients’ and Service Providers’ complaints and disputes are handled in four stages:
First
Freeman McMurrick will try to resolve the issue in accordance with our internal complaints resolution system. It is important that you contact your Client Relationship Manager with details of your Complaint or alternatively send an email to - freeman.mcmurrick@freemanmcmurrick.com.au
Second
If your complaint is not satisfactorily and promptly resolved, please contact Freeman McMurrick Pty Ltd’s National Complaints Manager, Level 29/201 Kent Street, Sydney who will attempt to resolve it in accordance with our Complaints and Disputes Handling Policy. You may obtain a copy of this policy from the National Complaints Manager or from our website - www.freemanmcmurrick.com.au
Third
If the dispute or complaint relates to a general insurance policy and is unresolved the issue may be referred to the FOS - Consumer Relations Manager for conciliation in accordance with the General Insurance Brokers Code of Practice.
If the dispute or complaint relates to a Lloyd’s Certificate of Insurance issued by us; the matter will be referred to Lloyds Underwriters’ General Representative in Australia, Suite 2, Level 21, 123 Pitt Street, Sydney, NSW 2000 Telephone No. (02) 9223 1433 Facsimile No. (02) 9223 1466 in accordance with the General Insurance Code of Practice. Refer to www.codeofpractice.com.au for details of the code.
Fourth
If the Issue relating to a general insurance policy remains unresolved, it will be passed to the FOS Referee for final determination, which is binding, on the insurance broker/insurer.
PLEASE NOTE
If you are still not satisfied with the outcome determined, you may contact Freeman McMurrick’s external dispute resolution body, the Insurance Brokers Division of the Financial Ombudsman Service, on 1300 780 808 or via www.fos.org.au. Alternatively, if your concern is with the Insurer, you may contact the General Insurance Division of the Financial Ombudsman Service on 1300 780 808.
National Complaints Manager
Freeman McMurrick has a dedicated National Complaints Manager who is responsible to the Freeman McMurrick National Executive for:
- dealing with and attempting to resolve all client complaints;
- lodging complaints and disputes relating to Lloyds Certificates of Insurance with Lloyds
- advising clients of their rights to lodge complaints with the FOS; or with Lloyds
- managing all disputes with clients;
- liaising with the FOS; and Lloyd’s Underwriters” General Representative in Australia
Customer comments
We welcome your comments. Should there be some way you feel that we can improve our service; we’d like to know. Whether you are making a suggestion, paying a compliment, your feedback is the key to improving our products and services.
For assistance you can contact us by either - email or mail or phone or fax :
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