Our Complaints Handling and Feedback

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At HIA Insurance Services, a division of Aon - one of the world's leading insurance broking companies, we recognise that satisfied clients are fundamental to our drive to maintain and improve our position as a market leader in Australia. We want to hear from you if you have received exceptional service or you have any comments or suggestions as to how we can improve out products and services. More importantly, we want to hear from you if our products and services do not meet your expectations.

A copy of the Aon Complaints Policy is available here.

Resolving complaints quickly

We realise that your time is precious which is why we are committed to resolving most complaints within 5 working days. If we cannot resolve your complaint within 5 working days we will contact you and provide you with an estimate as when we will be able to make a decision.

Single point of contact

Where possible we will maintain the person who you talked to or who receives your written complaint as your single point of contact with Aon.

No charge to you

There will not be any charge to you for the lodging of and standard investigation of your complaint.

When you have a Compliment/ Feedback

At Aon we also want to hear from you if one of our employees has given you exceptional service or if you have any suggestions as to how we can improve our products and services.

How to lodge a complaint or a compliment:

You may lodge your complaint with the HIA Insurance Service's branch nearest to you. A complete list of our branch phone and fax numbers are available here.

You may e-mail us directly, using this link.

If you are not happy with the decision that Aon has made about your complaint

You can refer you complaint to the appropriate external dispute resolution scheme. Aon is a member of several schemes and which scheme is appropriate will depend upon the type of complaint and the particular Aon company involved. We will advise you of this in our final decision letter to you, but for your convenience, we have listed the schemes' contact details below:

For complaints relating to:

• Financial advice and/ or life insurance policies, managed investment schemes and superannuation products
  The Financial Industry Complaints Service
  PO Box 579 Collins Street West
  Melbourne VIC 8007
  Telephone: 1800 335 405
  Website: http://www.fics.asn.au
• General insurance products - home and contents, motor vehicle insurance
  Insurance Brokers Disputes Limited
  Level 10
  99 William Street
  Melbourne
  VIC 3000
  Telephone: 1800 064 169 (toll free)
  Fax: (613) 9620 0166
  E-mail: info@ibdltd.com.au
  Website: www.ibdltd.com.au
• Superannuation product issues only
  The Superannuation Complaints Tribunal
  Locked Bag 3060
  GPO Melbourne VIC 3001
  Telephone: 13 14 34
  Website: http://www.sct.gov.au
• ASIC
  The Australian Securities & Investments Commission also has a freecall Infoline - 1300 300 360. You can use this number to complain and to obtain further information about your rights.

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