Chubb Customer Service

External Financial Dispute Resolution Information

Message to Chubb broker distribution partners

There is a deadline of 1 July 2019 to advise insureds about the Financial Ombudsman Service (FOS) being replaced by the Australian Financial Complaints Authority (AFCA). This deadline is set by the Australian Securities and Investments Commission (ASIC).

Background

The Federal Government authorised the establishment of the Australian Financial Complaints Authority (AFCA) following a review of the external dispute resolution and complaints framework in the financial services sector.

AFCA is a free and independent external dispute resolution scheme which considers complaints about financial products and services from consumers and small businesses.

AFCA replaced the Financial Ombudsman Service (FOS) and commenced handling all complaints lodged after 1 November 2018, in accordance with the AFCA Rules and Operational Guidelines.

Chubb has replaced FOS references with AFCA references in the Complaints and Dispute Resolution section in all Policy Wordings and Product Disclosure Statements, as well as on websites and letter templates.

Chubb will rely on broker distribution partners to communicate the change directly to consumers and small businesses (retail clients) insured by Chubb.

Actions Required

1. Before 1 July 2019, please provide all current insureds with the attached notice advising of the change from FOS to AFCA. The notice is for your consumers and small businesses (retail clients) insured by Chubb. 

2. From 1 July, please ensure new business policy documentation and renewal policy documentation refers to AFCA as the external dispute resolution scheme. Should you require any updated Policy Wordings or Product Disclosure Statements, please contact your local Chubb branch

If you have any enquiries in relation to this please contact your local Chubb branch, or email aus.marketing@chubb.com.