AI Insurance Complaints Procedure

If you have any complaints, which may have caused you or may cause you prejudice or damage, relating to a financial service rendered by AI Insurance Group or by one of our representatives, please immediately contact our Dispute Resolution Facilitator as per the following contact details:

Name of Dispute Resolution Facilitator: Martin Burdges
Telephone Number : 1300 00 33 03
Fax Number : 02 4032 6999

Postal Address:
PO Box 661
Newcastle
NSW
2300

Our complaints procedure has been established in terms of the Financial Advisory and Intermediary Services Act to protect you, our client.

All complaints must be submitted in writing and must contain all relevant information, and copies of all relevant documentation must be attached hereto. All of your contact details must be provided too.

AI Insurance Group’s internal complaints resolution process is intended to provide fair and effective resolution of all complaints. The procedure for handling complaints is as follows:

Our Dispute Resolution Facilitator will confirm receipt of your complaint and then refer the matter to the supervisor responsible for the representative or department against whom a complaint is made.
Our Compliance Officer will confirm the name and contact details of the supervisor at AI Insurance who will be handling the complaint.
The supervisor will make a full enquiry into the complaint by:
- Calling all necessary documentation from staff members involved in the matter.
- Investigating your client files.
- Interviewing staff members involved.
Where necessary the supervisor will refer the matter to the product supplier for a response.
The supervisor may ask for additional information from you within 7 days of receipt of the letter of complaint. You must ensure that you provide the information so that your complaint be processed further.
The supervisor will draft a letter of response to you within 7 working days from the time the complaint or (if it was asked for) additional information is received from you.
If the complaint is of a routine nature, the supervisor will respond to the complainant in writing within 14 working days of the receipt of any additional information requested from the complainant. If no additional information is requested, then a response will be submitted within 14 days of receipt of the initial complaint.
The response may deal with one or more of the following issues:
- Any proposed settlement if appropriate
- Suggested remedy for your complaint
- Dismissal of complaint and reasons why
- Apology (if applicable)
- If any disciplinary action has been taken against the staff member involved and the outcome of such disciplinary action.
- Identified problems within the organization and how they will be resolved.
If during the course of the enquiry, the supervisor becomes aware that your complaint is of a non-routine or serious nature, the following steps will apply:
- The supervisor will refer the matter of our Compliance Officer.
- Our Compliance Officer will make a recommendation to AI Insurance Group as to how they should proceed with this complaint.
  - The Compliance Officer in his response may suggest that this matter referred to the FAIS Ombud for FAIS for adjudication.
  - The Compliance Officer may suggest that this matter be referred for an opinion from an attorney. The attorney’s opinion will be sought at our expense.
  - Based on the gravity of his/her findings, our Compliance Officer will recommend to Management to follow up requirements and consequences for the non-compliant representatives and/or Administrative Staff.
  - Our Compliance Officer may dismiss the complaint.
Our CEO, Compliance Officer and the supervisor concerned will formulate a joint response to your complaint.
This process will be facilitated as soon as reasonably possible.
If you do not feel satisfied our response and we therefore have not resolved the dispute via our internal dispute resolution process, subject to your agreement, you may refer this matter to the FAIS Ombud for adjudication within 6 months of our response.
There are no upfront costs when lodging a claim through the Ombud’s office, but the Ombud may quantify cost awards against either the complainant or the Financial Services Provider with regard to the nature of the complaint, time duration of the complaint and expense and inconvenience suffered by the complainant.
The full contact details for the Ombud’s office are as follows:
Email address : info@faisombud.co.za
Tel Number : 1300 78 08 08
Fax Number : (03) 9613 6399

Postal Address
GPO Box 3
Melbourne
VIC
3001
Whenever there is a complaint dealt with under this complaints procedure, AI Insurance Group will make a record of the complaint and undertake to make appropriate internal changes or take such disciplinary action as is appropriate. If, at the time of our response to your initial complaint, there are any matters pending or steps being implemented to remedy any internal faults in our organization, we will ensure that we advise you of these changes when they are finalized.
All complaints are recorded in a complaints register and submitted quarterly to both the Compliance Officer and the CEO of AI Insurance Group. The register contains full details of the complaint and the outcome of such complaint or its current status.
The time periods set out in this complaints procedure will be adhered to as strictly as possible but may be varied if necessary.
In any case where a complaint is resolved in favour of the client, AI Insurance Group will ensure that a full and appropriate redress is offered to the client without any delay.
This complaints procedure is intended to protect our clients. We reserve the right to recover costs or damages that we suffer as a result of clients making frivolous, vexatious or unreasonable claims.
This complaints procedure can be added to, changed or cancelled by us at any time.

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