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Complaints

We are committed to meeting, if not exceeding, our clients' expectations.

General Insurance Brokers Australia (GIBA) is committed to meeting, if not exceeding, our clients’ expectations whenever possible. We recognise that our clients have a right to make a complaint and to have their complaint handled fairly, promptly and at no cost. We are committed to the fair and timely resolution of issues, and to promoting informed and effective relationships between us, our clients, insurers and others involved in the insurance industry.

If you have a complaint about the service provided to you, please first raise it with the Authorised Representative who provided the service. If your Authorised Representative is not able to resolve the issue immediately or within 5 days, it will be referred to the GIBA Complaints Officer, who will review your complaint and advise you in writing of the expected time for resolution and other important details in accordance with GIBA’s Complaints Handling Policy.

You can also contact the GIBA Complaints Officer directly at any time. Once your complaint reaches our Complaints Officer, we will:

  • Acknowledge your complaint in writing
  • Try to resolve your complaint quickly and fairly
  • Keep you informed of our progress if your complaint takes longer to resolve
  • Provide our final response as soon as possible — more complex complaints may take up to 30 days to resolve

There are several ways you can contact our Complaints Officer.

Email

info@giba.com.au

To help us deal with your complaint quickly, please include the following information:

  • Your name and contact details
  • Policy number (if applicable)
  • Details of your complaint

Phone

02 9221 7122

Call us on 02 9221 7122 and ask to speak with the GIBA Complaints Officer.

Mail

GIBA Complaints Officer
 PO Box R1856
 Royal Exchange NSW 1225

To help us deal with your complaint quickly, please include the following information:

  • Your name and contact details
  • Policy number (if applicable)
  • Details of your complaint
  • Your desired outcome

Online

Complete the online complaint registration form below and submit your complaint directly to our Complaints Officer.

contact_form

Still not satisfied? You can contact AFCA.

GIBA is a member of the Australian Financial Complaints Authority (AFCA). If your complaint cannot be resolved to your satisfaction by us, you have the right to refer the matter to AFCA. AFCA provides fair and independent financial services complaint resolution that is free to customers.

AFCA can be contacted at:

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

Insurance Brokers Code of Practice

GIBA is a proud member of the National Insurance Brokers Association (NIBA) and is bound by its Code of Conduct. We also subscribe to the Insurance Brokers Code of Practice, which sets out the standards of professionalism, integrity and fairness you can expect from us.

Some of our key obligations under the Code include:

  • Acting honestly, fairly and with integrity
  • Putting clients’ interests first when providing insurance advice and services
  • Clearly explaining the scope of our services and who we act for
  • Managing conflicts of interest
  • Disclosing remuneration, commissions and fees
  • Handling client money appropriately
  • Exercising due skill, care and diligence
  • Assisting clients with claims and policy renewals
  • Supporting clients experiencing vulnerability
  • Maintaining an effective internal complaints process
  • Complying with all applicable laws and regulations

The Code is independently monitored by the Insurance Brokers Code Compliance Committee (IBCCC), which can investigate alleged breaches and impose sanctions on subscribing brokers. Consumers can also report concerns about a broker’s compliance with the Code directly to the IBCCC.

A copy of the Insurance Brokers Code of Practice is available on NIBA’s website at niba.com.au/code-of-practice.

Support for clients experiencing vulnerability or financial hardship

We understand that some clients may be experiencing vulnerability, family violence or financial hardship. If this applies to you, please let us know — we will handle your situation with sensitivity, respect and confidentiality, and work with you to find the support you need. You can read more in our Supporting Vulnerable Clients and Financial Hardship Policy