Complaints or Disputes

Chase Underwriting Solutions Pty Ltd (Chase) is a member of the Australian Financial Complaints Authority (AFCA).

We view seriously any complaint about our products or services and will deal with it promptly and fairly.

If you have any concerns or wish to make a complaint in relation to this policy, our services or your insurance claim, please let us know and we will attempt to resolve your concerns in accordance with our Internal Dispute Resolution procedure. Please contact Chase Underwriting Solutions Pty Ltd in the first instance:

Attention: Complaints Officer
Chase Underwriting Solutions Pty Ltd
Email: complaints@chaseunderwriting.com.au
Phone number: 03 8866 0700
Level 1, 68 Clarke Street, Southbank VIC 3006

Complaints Process for all Clients other than Lloyd’s and QBE Products

We will acknowledge receipt of your complaint and do our utmost to resolve the complaint to your satisfaction within 10 business days.

You may refer your complaint to the Australian Financial Complaints Authority (AFCA), if your complaint is not resolved to your satisfaction within 30 calendar days of the date on which you first made the complaint or at any time. AFCA can be contacted as follows:

Telephone: 1800 931 678
Email: info@afca.org.au
Post: GPO Box 3 Melbourne VIC 3001
Website: www.afca.org.au

Your complaint must be referred to AFCA within 2 years of the final decision, unless AFCA considers special circumstances apply. If your complaint is not eligible for consideration by AFCA, you can seek independent legal advice. You can also access any other external dispute resolution or other options that may be available to you.

All complaints received under our Lloyd’s Coverholder facilities should first undergo review by the Lloyd’s Australia Office prior to being referred to AFCA.

Complaints Process for Lloyd’s Coverholder Clients

We will acknowledge receipt of your complaint and do our utmost to resolve the complaint to your satisfaction within 10 business days.

If we cannot resolve your complaint to your satisfaction, we will escalate your matter to Lloyd’s Australia who will determine whether it will be reviewed by their office or the Lloyd’s UK Complaints team. Lloyd’s contact details are:

Lloyd’s Australia Limited
Email: idraustralia@lloyds.com
Telephone: (02) 8298 0783
Post: Level 32, 225 George Street, Sydney NSW 2000, Australia

A final decision will be provided to you within 30 calendar days of the date on which you first made the complaint unless certain exceptions apply.

Telephone: 1800 931 678
Email: info@afca.org.au
Post: GPO Box 3 Melbourne VIC 3001
Website: www.afca.org.au

Your complaint must be referred to AFCA within 2 years of the final decision, unless AFCA considers special circumstances apply. If your complaint is not eligible for consideration by AFCA, you may be referred to the Financial Ombudsman Service (UK) or you can seek independent legal advice. You can also access any other external dispute resolution or other options that may be available to you.

Complaints Process for QBE Coverholder Clients

We will acknowledge receipt of your complaint and will escalate it to QBE’s Customer Relations & Advocacy Team.

Alternatively, you may contact QBE directly on 1300 650 503 or by email to complaints@qbe.com. Information on QBE’s complaint resolution process can be found here: qbe.com/au/about/governance/complaints.

You may refer your complaint to the Australian Financial Complaints Authority (AFCA) if you are not satisfied with QBE’s final decision. AFCA can be contacted as follows:

Telephone: 1800 931 678
Email: info@afca.org.au
Post: GPO Box 3 Melbourne VIC 3001
Website: www.afca.org.au

AFCA can advise you whether your complaint is one which falls within their rules, as some exclusions apply.

Time limits may apply to lodge your complaint with AFCA, so you should act promptly or otherwise consult the AFCA website for more information.