Dispute resolution

Gallagher dispute resolution customer commitment

Our Internal Dispute Resolution (IDR) procedure is in place to ensure that you have access to an impartial review of any issues you experience with our services.

How to make a complaint

If you have a concern about Gallagher, please contact your broker or the branch manager of your local branch and explain the issues that you are dissatisfied with. If your concerns are complex we may ask you to put them in writing.

If your broker or branch manager is unable to resolve your complaint immediately we will refer it to the Complaints officer, who will review the complaint and advise you in writing of the expected time for resolution.

You can also refer your service enquiry or complaint to the Complaints Officer at any time by calling: 1800 068 000 or by emailing complaints@ajg.com.au or privacy@ajg.com.au (for privacy related complaints).

When we receive a complaint we will acknowledge it in writing and will identify actions to resolve the complaint where possible. We will also endeavour to provide you with a decision within 30 days of your complaint. However if your complaint is complex and we think we will need more than 30 days to resolve it, we will contact you to agree an alternative timeframe.

What to do if you are not satisfied with Gallagher’s response

If you are not satisfied with the response provided you may be able to refer your complaint to the Australian Financial Complaints Authority Limited (AFCA).

AFCA is an independent external dispute resolution scheme approved by the Australia Securities and Investment Commission (ASIC) and its services are free to you. We are a member of this scheme and we agree to be bound by its determinations about a dispute. Please note that before AFCA can investigate your complaint, they do require you to have first provided us with the opportunity to address the complaint.

Further details regarding AFCA can be obtained from their website (www.afca.org.au), or alternatively you can contact AFCA as follows:

Phone: 1800 931 678 (free call)

Email: info@afca.org.au

Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001.

If your complaint or query relates to the way your insurer has handled a claim under your policy or the way the policy operates, our claims team would appreciate the opportunity to assist you achieve the best possible outcome with the insurer.

Arthur J. Gallagher and Co (Aus) Limited (“Gallagher”) subscribes to the Insurance Brokers Code of Practice. As part of the code obligations, we are committed to the fair, transparent and timely resolution of disputes. Therefore should you want to lodge any alleged breach of the code with us or alternatively with AFCA, please use the contact details above.

Click here to view a copy of the Code.

Click here to visit the National Insurance Brokers Association (NIBA) website.