Complaints & Dispute Resolution

Liberties Insurance is committed to resolving complaints fairly, promptly and transparently. If you are unhappy with any part of our service, we want to hear from you.

Liberties Insurance Pty Ltd is an Authorised Representative (No. 001295532) of International Insurance Solutions Pty Ltd (AFSL 561869). Complaints about our services are handled in accordance with International Insurance Solutions’ Complaints Handling procedures and the Insurance Brokers Code of Practice.

Please talk to us first

If you have a complaint, please contact us and we will do our best to resolve it quickly.

Our Internal Dispute Resolution (IDR) process

1. We acknowledge your complaint. We will acknowledge receipt of your complaint promptly, normally within 1 business day, and give you information about the internal dispute resolution process and the timeframes that apply.
2. We assign it to the right person. Your complaint will be handled by a person with the appropriate authority, knowledge and experience. All reasonable steps are taken to ensure that the person whose conduct is the subject of the complaint does not handle it.
3. We keep you informed. We will keep you updated on the progress of your complaint at least every 10 business days, and give you the contact details of the person responsible for handling it.
4. We respond in writing. When the investigation is complete you will receive a written response setting out the outcome, the reasons for the decision, any right you have to take the complaint to the Australian Financial Complaints Authority (AFCA), and information on how to do so.

Timeframes

• Acknowledgement: promptly, normally within 1 business day.
• Resolved within 5 business days: if your complaint is resolved to your satisfaction within 5 business days, you will receive written confirmation.
• Progress updates: at least every 10 business days.
• Final response: your complaint will be resolved within 30 calendar days of the date it is received.

If a decision cannot be made within 30 calendar days, you will be contacted in writing with the reasons for the delay, informed of your right to take the complaint to AFCA and given AFCA’s contact details, and informed of your right to report alleged breaches of the Insurance Brokers Code of Practice to the Insurance Brokers Code Compliance Committee.

Complaints about policies arranged under a binder

If your complaint relates to a policy arranged under a binder and we are unable to resolve it to your satisfaction, we will refer your complaint to the insurer for review. If the insurer is unable to resolve your complaint to your satisfaction, you may refer it to AFCA.

If you are still not satisfied: external dispute resolution

If we are unable to resolve your complaint to your satisfaction, you may refer your complaint to the Australian Financial Complaints Authority (AFCA). International Insurance Solutions is a member of AFCA, which provides a free, independent dispute resolution service to consumers and small business.

Insurance Brokers Code of Practice

Liberties Insurance and International Insurance Solutions are proud subscribers to the Insurance Brokers Code of Practice. The Code sets the standards of professional conduct and service you can expect when dealing with a participating insurance broker, and commits us to acting honestly, fairly and transparently, maintaining effective dispute resolution processes, informing clients of their right to access AFCA, and supporting clients experiencing vulnerability.

You can read and download the current Insurance Brokers Code of Practice from the Insurance Brokers Code Compliance Committee:

• Insurance Brokers Code of Practice (Code Compliance Committee)
• Download the Insurance Brokers Code of Practice (PDF)

If you believe we have breached the Code, you may report the alleged breach to the Insurance Brokers Code Compliance Committee on 1800 931 678 or at insurancebrokerscode.com.au.

Supporting clients experiencing vulnerability

We recognise that some clients may experience vulnerability because of their personal circumstances, including illness or disability, mental health conditions, family or domestic violence, financial hardship, bereavement, language or literacy barriers, cultural considerations, advanced age or remote location.

Where vulnerability is identified we will provide reasonable assistance, such as allowing additional time, explaining things in plain language, providing information in writing, communicating through a nominated support person or interpreter, and offering flexible methods of communication. Any information you share about your circumstances will be handled confidentially. Please tell us if you need extra support. You do not need to explain more than you are comfortable sharing.

Download the Supporting Vulnerable Clients Policy (PDF)
Published by International Insurance Solutions Pty Ltd, the holder of AFSL 561869 under which Liberties Insurance is authorised.

If you are in immediate danger, call 000. Free support is also available from Lifeline on 13 11 14, Beyond Blue on 1300 22 4636, 1800RESPECT on 1800 737 732 and the National Debt Helpline on 1800 007 007.

Liberties Insurance Pty Ltd ABN 68 656 510 379, AFS Representative No. 001295532 of International Insurance Solutions Pty Ltd ABN 39 661 998 410 AFSL 561869.