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.
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:
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.
Complaints that involve a policy bound by a Lloyd’s market are subject to the requirements of the General Insurance Code of Practice. This involves a two stage complaints handling process
Please refer your complaint to the Gallagher Complaints Officer using the contact details above. We will acknowledge your complaint within 1 business day, providing you with the name and contact details of the person who will be undertaking the review and we will then endeavour to resolve your complaint within 10 business days of the date of notification of your complaint.
If you are dissatisfied with the outcome of the complaint following the initial review or your complaint cannot be reviewed and resolved within 10 business days, this will be escalated to Lloyds Australia (Stage Two).
Should we require an extension to review and resolve your complaint, you will be notified and be updated every 10 business days unless we have an agreement in place.
This stage is managed by Lloyd’s Senior Dispute Resolution Officer who can be contacted as follows:
Phone: 02 9223 1433 Email: firstname.lastname@example.org Mail: Lloyd’s Australia Limited, Suite 1603 Level 16, 1 Macquarie Place, Sydney NSW 2000
Lloyds Australia will acknowledge your complaint within 1 business day of it being received, providing you with the name and contact details of the person who will be undertaking the review as well as attempt to resolve the complaint within 10 business days. If this cannot be met, you will be provided an update and further updates every 10 business days.