Here at AOBIS, the satisfaction of our brokers and their clients is extremely important. As such, we would like you to tell us if any of our products or services has not met your expectations in any way. If you have a complaint which you wish us to review, you can get in touch with us by mail, fax, phone or email.

Remember to include your name, policy number and some details relating to your complaint.

If the matter cannot be settled within 24 hours by the person who has been dealing with your issue, we will refer the matter to our Internal Disputes Resolution Team. We will take the following steps:

1. Step 1. We will advise you in writing within 24 hours that the complaint is to be referred to the Complaints Officer, providing the Complaints Officer’s name and full contact details and the expected timeframes for resolution of the complaint.
2. Step 2. We will Review your complaint within 20 working days. We expect to resolve your complaint within this time frame. If we need extra time we will contact you to agree a new date.
3. Step 3. Provide you with a final decision in writing setting out the reasons for our decision.
4. Step 4. Advise you of the next steps if you are unhappy with our decision, such as providing you with details of relevant external dispute resolution schemes. In cases where the Complaints officer is unable to satisfactorily resolve the complaint we refer you to the Australian Financial Complaints Authority (AFCA).

PLEASE CONTACT US:

AOBIS Internal Dispute Resolution Team
PO BOX 2294
SEAFORD VIC 3198
Tel: 1300 850 131
Email: underwriter@aobis.com.au

Additional information

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