We are members of the Insurance Brokers Code of Practice which commits us to high standards which apply to a broad range of customers and services.
It is designed to result in a higher standard of service for customers and 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 aims to work together with the many laws covering our conduct that are designed to protect you but in no way does it limit your rights under such laws against us. The code also provides a free and transparent complaints and disputes handling process and can impose binding sanctions against us for any breach.
In relation to claims we will:
- assist you in making and progressing a claim by providing you with claim forms and claims advice and will act in your best interests
- when we receive the insurer’s response to the claim, inform you as soon as reasonably practical
- assist you and negotiate with insurers on your behalf in the event of a claim being disputed or rejected.
If you have a complaint we have internal disputes resolution procedures in place. You should contact your Atia adviser or you can refer it directly to our complaints manager in writing, by phone or email. It is essential to provide comprehensive details to enable us to investigate your complaint.
This procedure meets any relevant standard required by law, is free of charge and is conducted in a fair, transparent and timely manner.
If our internal procedures have failed to resolve your complaint we belong to an approved External Disputes Resolution Scheme designed to provide independent assistance to you. This is called the Financial Ombudsman Service – Insurance Brokers Disputes Division. Phone 1800 367 287.
This is an Australian Securities and Investments Commission approved external disputes resolution scheme.