Complaints
 

Commitment to Service

We are committed to providing our customers with world class service. However, should you have any reason to believe that we have fallen short in our service, we would be happy to hear from you and address any issues that have arisen.

Chubb has an Internal Dispute Resolution Panel (IDR) to handle any unresolved complaints or disputes. It underscores our commitment to acting in a fair, transparent and timely manner.

Lodging a Complaint or Dispute with Chubb

Following are the steps involved when lodging a complaint or dispute with Chubb:

• Stage One
  Please contact our Complaints Chairman outlining your complaint or dispute in as much detail as you can provide, along with your name, contact numbers, email address, policy number, specific nature of your complaint or dispute and supporting documents.

• Stage Two
  We will acknowledge your complaint or dispute within 3 working days and endeavour to resolve it promptly and amicably.
  
  Please contact us at:
  Complaints Chairman
  Chubb Insurance Company of Australia Limited
  Tel: 9273 0100
  Email: aus.complaints@chubb.com

• Stage Three
  In most cases our IDR will provide a final decision to you within 15 working days of receiving your complaint provided they have available all required information. If the matter requires investigation beyond 15 working days, we will advise you how long we think this will take and agree a new time frame with you. In accordance with the Financial Ombudsman Service (FOS) rules we will update you on our progress every 10 working days. If we can not agree on a new time frame then you can report your concerns to the FOS or if we have not resolved your complaint or dispute to your satisfaction within 45 days you should then proceed to Stage Four.

• Stage Four
  If you are still dissatisfied with our final response, you can consider referring the matter to the department in your state or territory responsible for consumer complaints or request a review or complaint by the FOS by fax, post or email. This service is free of charge.
  
  Financial Ombudsman Service contact details:
  
  By Email: Info@fos.org.au
  By Phone: 1300 78 08 08
  By Mail: Financial Ombudsman Service
  GPO Box 3, Melbourne, VIC 3001
  
  Information on FOS may be obtained from their website: http://www.fos.org.au

Additional Information

Our complaints and disputes procedures follow the requirements of the General Insurance Code of Practice ('The Code'). Visit www.codeofpractice.com.au for more information about the Code.

Where Chubb cannot provide you with insurance cover, we will refer you to the Insurance Council of Australia (the ICA) for information about alternative insurance options (unless you already have someone acting on your behalf). The ICA has established a dedicated telephone number for consumers who are asking for information about alternative insurance options which is: 1300 884 934.