Complaints

We are committed to raising standards of service to our customers.

The following standards apply to all complaints handling:

1. We handle complaints in a fair, transparent and timely manner.
2. We make information about our complaints handling procedures available to customers.
3. We only ask for and take into account information that is relevant to your complaint.
4. You may request access to information we have relied on in assessing your complaint and may ask us to correct any mistakes or inaccuracies. In limited circumstances, including where a claim is being or has been investigated, we may decline to release certain information, but we will not do so unreasonably. If we do, we will explain why. We will provide our reasons in writing on request.
5. If we identify an error in the handling of your complaint, we will promptly take steps to correct it.

Your satisfaction is important to us. If any of our products or services have not met your expectations, please let us know.

If you have a complaint and would like us to review it, you can contact us here: Contact Us. Please include your name, policy number and details of your complaint.

Within 1 business day of receiving your complaint, AuditCover will acknowledge it in writing, by email or post. We will provide the contact details of the person handling your complaint, the timeframes that apply, the steps in the complaints process, and the contact details of the Australian Financial Complaints Authority (AFCA).

When you first contact AuditCover about your complaint, the person handling it will listen to your concerns, consider the facts, and attempt to resolve the matter as soon as possible. We may ask you for further information to help us assess your complaint. AuditCover will aim to make a decision on your complaint within 7 days.

If we are unable to resolve your complaint to your satisfaction, we will immediately refer the complaint file to the insurer.

• HGABdisputes@hdi.global
• Level 19, 20 Martin Place, Sydney NSW 2000
  
  

Your dispute will be acknowledged in writing within 1 business day of receipt. The time required to resolve a dispute will depend on the issues raised, but in most cases you will receive a full written response within 13 business days, provided all necessary information has been received and any required investigation has been completed. The insurer may request additional information from you after the complaint file is referred.

If your complaint has not been resolved by the insurer by day 22, and it appears unlikely that a decision will be made within 30 days due to the complexity of the matter or other exceptional circumstances, you will be updated and advised of your right to take the complaint to AFCA. If you choose to keep the complaint with the insurer, the insurer may seek AFCA’s agreement to extend the timeframe by 14 days.

When the insurer makes a decision on your complaint, it will do so in writing. The written decision will include the outcome of the complaint, the reasons for the decision, your rights if you are not satisfied, and AFCA’s contact details.

The insurer will provide enough detail to help you understand the basis of the decision and decide whether to escalate the matter to AFCA or seek independent legal advice.