Internal Dispute Resolution
Coverforce Insurance Brokers Pty Ltd subscribe to the Insurance Brokers Code of Practice and are a member of the Australian Financial Complaints Authority (AFCA). We are committed to the fair, transparent and timely resolution of disputes. If you are unhappy with any of our services please lodge your complaint in writing or contact our Complaints Manager.
We will acknowledge your complaint in writing within 24 hours of receiving it and genuinely attempt to resolve your complaint fairly and efficiently. If your complaint is not satisfactorily resolved within 5 days, your complaint will be escalated to our Compliance Manager. You can contact the compliance Manager on 1300 503 503 or put your complaint in writing and email it to compliance@coverforce.com.au. Alternatively you can send it to the Complaints Manager at the address noted on this website. Coverforce will try and resolve your complaint quickly and fairly.
Specific contact details are as follows:
The Complaints Manager
Coverforce Pty Limited
Level 26, Tower One, International Towers Sydney,
Barangaroo NSW 2000
1300 503 503
We will keep you informed about how we handle your complaint and provide you with the reasons for our decisions. Should we require further information in order to determine or resolve your complaint, we will then inform you of this and agree with you an appropriate time frame, keeping you informed of the progress.
External Dispute Resolution
If your complaint cannot be resolved to your satisfaction within 30 business days, you have the right to refer the matter to the Australian Financial Complaints Authority (AFCA) for further consideration and/or review. AFCA is an Australian Securities and Investments Commission (ASIC) approved external dispute resolution service accessible to clients free of charge.
AFCA Contact Details are as follows:
Post:
Australian Financial Complaints Authority Limited
GPO Box 3
MELBOURNE VIC 3001
Phone:
Toll Free: 1800 931 678
Email:
info@afca.org.au
