Client Resources

In addition to adhering to the Insurance Brokers ‘Code of Practice’, Atlantic Insurance Brokers are members of the Australian Financial Complaints Authority (AFCA), an impartial dispute resolution facility. Whilst we will always aim too exceed you expectations we acknowledge that complaints and disputes to occur.

What should I do if I have a complaint?

1. Make contact with whoever handles your insurance and outline the nature of your compliant. It may be a simple matter of miscommunication. Where possible we will look to resolve the issue in a timely manner.
2. If your complaint is not satisfactorily resolved or if you would prefer to speak with our Complaints Manager please phone our office or put your complaint in writing for the attention of the Complaints Officer. Receipt of any complaint will be acknowledged by the Complaints Manager within 24 hours of receipt of the complaint.
3. If your complaint cannot be resolved to your satisfaction by us you have the right to refer the matter to the Australian Financial Complaints Authority (AFCA). AFCA can be contacted on 1800 931 678 or further information secured via their website.