Complaints and disputes

Retaining your confidence and loyalty is key to us.

Flex Insurance are dedicated to providing high quality service to our clients. The way in which we handle complaints is an integral part of our customer service experience. If you have a complaint in respect of any aspect of the service we provide, we would appreciate you letting us know and giving us the opportunity to resolve your concerns.

We will attempt in good faith to resolve any complaint in a fair, transparent, and timely manner.

Where we identify, or you tell us about, an error or mistake in handling your complaint, we will immediately initiate action to correct it.

General Insurance Code of Practice

Flex Insurance adheres to the General Insurance Code of Practice issued by the Insurance Council of Australia (the Code). Further information about the Code and your rights under it is available at www.codeofpractice.com.au and a copy can also be provided to you by Flex Insurance.

Complaints

Tell us about your complaint

We are sorry to hear that you are not satisfied with your experience with Flex Insurance. If you have any concerns or wish to make a complaint because something went wrong or you’re not satisfied in any way, please let us know so we can promptly make things right.

Any feedback is good feedback. It allows us to address any issues and resolve it with you in a fair and reasonable manner.

What’s next?

Please follow this process:

For “Flexible Residential Strata Insurance Plan” Policies underwritten by certain underwriters at Lloyd’s, commencing from 1 September 2024 with a sum insured $25 million and below

Step One – Talk to Us
If you wish to make a complaint about us, our products and services, or involving any party whom we represent, please send details to:
Flex Insurance
By online form: https://complaints.flexinsurance.com.au/
Email: complaints@flexinsurance.com.au
Phone: 1300 201 021
Post: PO Box 500, North Sydney, NSW 2059 or Level 33, 101 Miller Street, North Sydney NSW 2060
We will acknowledge receipt of Your complaint and do Our utmost to resolve the complaint to
Your satisfaction within 10 business days.
We may be able to resolve your complaint at Stage 1.

Step Two – Lloyds Review
If Stage 1 does not resolve the complaint to your satisfaction the complaint is automatically escalated to Lloyds Australia Ltd.
We will provide Lloyds with a copy of our file including all documents we relied upon to make the decision that is the subject of your complaint.
Lloyds will conduct a review of your complaint and respond to you addressing the concerns that you have raised in the complaint.
Lloyd’s Australia Limited
Email: idraustralia@lloyds.com
Phone: (02) 8298 0783
Post: Suite 1603 Level 16, 1 Macquarie Place, Sydney NSW 2000
A final decision will be provided to You within 30 calendar days of the date on which You first made the complaint unless certain exceptions apply.

Step Three – External Review
If Step 1 or Step 2 (for complaints involving Flex Insurance) does not resolve your complaint within 30 days, you have the right to pursue your complaint with the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free for customers.
Australian Financial Complaints Authority (AFCA)
Website: www.afca.org.au
Telephone: 1800 931 678 (free call)
Email: info@afca.org.au
Website: www.afca.org.au
Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC, 3001
“Residential Strata Plan Insurance” policies underwritten by QBE, commencing prior to 31st August 2024; and commencing from 1 September 2024 with a sum insured above $25 million
1. Get in touch
  
  By online form: https://complaints.flexinsurance.com.au/
  By Phone: 1300 193 174
  By Email: complaints@chu.com.au
  By Post: PO Box 500, North Sydney, NSW 2059 or Level 33, 101 Miller Street, North Sydney NSW 2060
2. Provide all supporting documents with dates, a detailed description of your complaint and how you would like it resolved - this will assist our review.
3. We will acknowledge your complaint (generally within 1 business day), give you a reference number and the name and contact of the person who is handling your complaint.
4. We will keep you updated on the progress of your complaint at least every 10 business days.
5. Most complaints can be resolved promptly, but if we are unable to resolve your complaint within 30 calendar days, we will tell you why we need more time to investigate it.
6. If there is a delay or we are not able to provide a final response within 30 calendar days, we will tell you the reason for the delay and we’ll keep you updated every month. At that point, we’ll also give you the option to escalate this complaint to Australian Financial Complaints Authority (AFCA).

If we cannot resolve the complaint or you’re unhappy with our response?

You can lodge a dispute through the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Australian Financial Complaints Authority (AFCA)
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Postal Address: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC, 3001