What should you do if you have a complaint?
1. If you are dissatisfied with our service in any way, please contact us and we will attempt to resolve the matter in accordance with our Complaints Handling and Dispute Resolution Policy, a link to which is provided at the bottom of this webpage. In the first instance you should address any concern or complaint to the Marsh representative servicing your account. Alternatively, you may contact the Marsh Complaints Officer on (03) 9603 2338 or email complaints.australia@marsh.com.
2. If your complaint is not resolved to your satisfaction, the matter will be referred to the Marsh Complaints Officer to investigate and take appropriate action. You will be advised within 30 days of our decision. If the matter is complex and a longer period is required you will be informed.
3. If you are not satisfied with our final decision, you may be able to refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA’s role is to assist consumers and small business resolve disputes with their broker or their insurance company. Third party motor vehicle claimants who are uninsured can also access AFCA.
If you have any query about whether your complaint can be handled within AFCA’s rules or you wish to contact them, their contact details are: Phone: 1800 931 678; Email: info@afca.org.au; Online: www.afca.org.au; and Mail: GPO Box 3, Melbourne, Victoria 3001
Complaints relating to a Lloyd's Policy?
If you have a complaint about a policy that we arranged under a Lloyd’s Coverholder binder authority that can’t be resolved to your satisfaction by us within 10 business days we will elevate the matter to Lloyd’s Australia Limited.
The full Marsh Complaints Handling and Dispute Resolution Policy can be accessed via the link below.
Lloyd’s Australia Limited,
Suite 1603/1 Macquarie Place, Sydney NSW 2000
Email address: idraustralia@lloyds.com
Telephone number: (02) 8298 0783
Facsimile number: (02) 8298 0788
Your dispute will be referred to the Policyholder and Market Assistance at Lloyd’s. Complaints that cannot be resolved by them may be referred to the Financial Ombudsman Service UK. Further details will be provided at the appropriate stage of the complaints process.
Feedback & Complaints policies
This website contains general information, does not take into account your individual objectives, financial situation or needs and may not suit your personal circumstances.
Marsh Pty Ltd (ABN 86 004 651 512, AFSL 238 983) (“Marsh”) and Marsh Advantage Insurance Pty Ltd (ABN 31 081 358 303, AFSL 238 369) (“MAI”) arrange the general insurance (i.e. not the Discretionary Trust Arrangement) and are not the insurer.
Discretionary Trust Arrangements are issued by the Trustee, JLT Group Services Pty Ltd (ABN 26 004 485 214, AFSL 417 964) (“JGS”). Any advice or dealing in relation to a Discretionary Trust Arrangement is provided by JLT Risk Solutions Pty Ltd (ABN 69 009 098 864, AFSL 226 827) (“JLT”). The cover provided by a Discretionary Trust Arrangement is subject to the Trustee’s discretion and/or the relevant policy terms, conditions and exclusions.
For full details of the terms, conditions and limitations of the covers and before making any decision about whether to acquire a product, refer to the specific policy wordings and/or Product Disclosure Statements (PDSs) available from the relevant product issuer. Target Market Determinations (TMDs) are available here.
Marsh, MAI, JGS and JLT are all businesses of the Marsh group.
LCPA 24/050