Our insurance brokers’ approach to risk management solutions helps you to achieve the right level of insurance cover.
Choosing Gallagher gives you access to local expertise backed by international experience that will help protect your business and let you focus on what you do best.
View our expertiseOur insurance brokers’ approach to risk management solutions helps you to achieve the right level of insurance cover.
view our broker servicesOur insurance brokers’ approach to risk management solutions helps you to achieve the right level of insurance cover.
Our experts can give you the advice you need across a variety of different services.
View our servicesWe take the time to get to know your business and our specialists have expertise in all industries. We then tailor insurance and risk management advice and solutions to match your specific needs.
CONNECT WITH AN EXPERTFind out the latest information and research from our experts to help keep your business safe.
View allIn the Business Insurance & Risk Market Update H1 2022 report, our experts provide market insights and offer guidance to help you ensure your business has the right protections in place.
Get the reportFor more than 90 years, we’ve helped businesses face their future with confidence. Hear more about our story and how our experience can help you.
View allOur 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.
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.
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.
If you have questions about the complaints process or the progress of your complaint please contact the Risk and Compliance team directly.
(for privacy related complaints)
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: idraustralia@lloyds.com
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.