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, or within 5 business days, 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 25 business days of the date of the notification of your complaint., However if your complaint is complex and we think we will need more than 25 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.
If you have questions about the complaints process or the progress of your complaint please contact the Risk and Compliance team directly.
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 respond to your complaint and will endeavour to provide you with a decision within 15 business days of the date of notification of your complaint. If we are unable to respond to your complaint within 15 business days because we have not received all the necessary information, we will advise you of the expected timeframe required to address your complaint and any other additional information that we require.
If you are dissatisfied with your response, you have the right to escalate the matter directly to Lloyd’s.
This stage is managed by Lloyd’s Senior Dispute Resolution Officer who can be contacted as follows: