Complaints And Dispute Handling Process

Swann Insurance (Swann) is a signatory to and supports the General Insurance Code of Practice.

The objectives of the Code are:

  • to commit us to high standards of service,
  • to promote better, more informed relations between us and you,
  • to maintain and promote trust and confidence in the general insurance industry,
  • to provide fair and effective mechanisms for resolving complaints you make about us, and
  • to promote continuous improvement of the general insurance industry through education and training.

The Code Governance Committee is an independent body that monitors and enforces insurers’ compliance with the Code.
If you would like more information on the General Insurance Code of Practice and the Code Governance Committee you can visit the website www.codeofpractice.com.au.

What if you have a complaint?

We understand that sometimes issues come up and you may have a complaint.

We will always do our best to provide you the highest level of service but if you are not happy or have a complaint or dispute, here is what you can do.

We outline below our complaints process at each stage. We aim to resolve your complaint as quickly as possible and will keep you informed as to the progress of your complaint. If you are unhappy with our decision, or in the unlikely event we cannot resolve a complaint within a maximum of 30 days, you may wish to access external review options –
see Step 3

Step 1. Talk to us – call us on 1300 307 926

The first thing to do is call us on 1300 307 926 or email us about your concerns.

We will try to resolve complaints at first contact or shortly thereafter, if we are unable to do so, we may refer you to a manager (or you can ask to speak to a manager yourself).

Step 2. Contact Customer Relations

If we can’t quickly resolve your complaint, you can ask for it to be escalated to our Customer Relations Team.

You can also contact the Customer Relations Team directly by:

 

Customer Relations will contact you if they require additional information or have reached a decision. Customer Relations will advise you of the progress of your complaint and the timeframe for a decision in relation to your complaint.

Step 3. Seek an external review of the decision

We expect our procedures will deal fairly and promptly with your complaint. If you are unhappy with the decision made by Customer Relations you may wish to seek an external review, such as referring the issue to the Australian Financial Complaints Authority (AFCA).AFCA provides fair and independent financial services complaint resolution that is free to customers. AFCA has authority to hear certain complaints. AFCA will confirm if they can assist you:

Free Call: 1800 931 678
Email: info@afca.org.au
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001
Visit: www.afca.org.auSome time limits apply to AFCA complaints, so act quickly. Check the AFCA website to see if time limits apply to your situation.

Further information about our complaint and dispute resolution process is available by contacting us.

 

How to contact us

If you have any questions or concerns about this Privacy Policy or its implementation, please call us on 1300 307 926 or email us on info@swanninsurance.com.au

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