Gallagher Bassett, as a holder of an Australian Financial Services Licence, manages claims on behalf of numerous and varied clients, many of which are members of the Insurance Council of Australia and thus General Insurance Code of Practice (the Code) signatories.

The Code has been designed to raise the customer service standards in the Australian insurance industry and protects the rights of policyholders. It’s the general insurance industry’s promise to be open, fair and honest in the way it deals with all its customers.

Gallagher Bassett works closely with each client to ensure claims are managed in compliance with the Code. A full copy of the Code can be found here.

Complaints

Our Process

Gallagher Bassett is committed to dealing with complaints in an honest, efficient, fair, transparent and timely manner. You can access our Complaints Brochure here.

You can make a complaint via your Insurer, or directly to Gallagher Bassett using the below methods:

Telephone: 1300 975 609

Email: gbtpa@gbtpa.com.au

Mail:

Complaints Officer

Gallagher Bassett

GPO Box 14

Brisbane QLD 4001

If you have difficulty putting your complaint in writing, you can call Gallagher Bassett on 1300 975 609, where a Complaints Officer will assist you in documenting your complaint.

If you would like to discuss your complaint or our complaints policy and process in a language other than English, find out more below under Translating and Interpreting Service.

Timeframes in line with the General Insurance Code of Practice

We will acknowledge your complaint within one business day of receiving it from you, or otherwise as soon as practicable. Following acknowledgment, we will advise you of the name and contact details of the person you will be liaising with regarding your complaint.

We will keep you informed about the progress of your complaint at least every 10 business days, unless it is resolved earlier or you agree to a different timeframe.

If we have resolved your complaint to your satisfaction by end of the 5^th business day after we have received it and you have not requested a response in writing, we are not required to provide you with a written response. This, however, does not apply to any complaints relating to a declined claim, value of a claim or Financial Hardship.

Following an investigation of your complaint, you will receive a written response within 30 calendar days provided we have all the information necessary to deal with your complaint. If we need further information we will agree on an alternative timeframe with you.

If we are unable to resolve your complaint within 30 calendar days, we will let you know the reasons for the delay and advise you of your right to refer the matter to the Australian Financial Complaints Authority (AFCA).

AFCA’s contact details are below:

Website: www.afca.org.au

Telephone: 1800 931 678

Email: info@afca.org.au

Mail:

Australian Financial Complaints Authority

GPO Box 3

Melbourne VIC 3001

Please note: You may refer your complaint to AFCA at any time. Time limits may apply to complain to AFCA so you should act promptly or otherwise consult the AFCA website to find out if a time limit applies to your circumstances.

Supporting Vulnerability

Our Commitment

Gallagher Bassett is committed to our Clients approach in their support of claimants who may be experiencing vulnerability at various stages of their lives. This vulnerability may result from life events, such as an illness, natural disaster or loss of income. Other factors may be longer term – such as a disability or financial distress.

Where we recognise a claimant is experiencing vulnerability, we will treat them with sensitivity, dignity, respect and compassion. A sensitive and holistic approach to supporting claimants allows them to continue to participate in the claims process and finalise their claim with minimal distress.

We encourage claimants who may be experiencing vulnerability to tell us about their circumstances, so we can work together to identify the best avenues for support. This may require an escalation to a specialised support team or person, or provision of information on additional support services where their requirements exceed our ability to support them.

Family and Domestic Violence

Gallagher Bassett recognises the importance of appropriate and sensitive claims handling for our staff interacting with any person affected by domestic or family violence.

Our staff who may come into contact with claimants experiencing domestic or family violence will receive ongoing training to ensure they:

• Can recognise early warning signs from a claimant
• Can act in a manner which ensures appropriate and sensitive claims handling
• Can refer the claimant to relevant support services
• Outline the process for applying for financial hardship
• Ensure the protection of private and confidential information

For more information please see our Claimants Experiencing Domestic and Family Violence Policy here.

Financial Hardship

Gallagher Bassett recognises that claimants may experience financial hardship for numerous reasons, including as a result of domestic and family violence. If a claimant discloses to us or we identify that a claimant may be experiencing financial hardship we will:

• Outline the process for applying for financial hardship
• Fast-track the financial hardship application process
• Minimise the information and documents that claimants are required to provide (where appropriate)
• Refer the claimant to the National Debt Helpline (1800 007 007) for further financial assistance
• Fast tracking assessment and settlement of claims where possible
• For more information please see our Claimants Experiencing Domestic and Family Violence Policy here.

Language and Communication Support

National Relay Service

Gallagher Bassett welcomes calls through the National Relay Service.

For more information, visit the NRS website www.communications.gov.au to choose your preferred access point or call the NRS Helpdesk on 1800 555 660.

Translating and Interpreting Service

The Translating and Interpreting Service (TIS National) is an interpreting service providing services to non-English speaking Australian citizens and permanent residents.

1. Call TIS National on 131 450
2. An automated prompt will ask you which language you need. Please state the language you require
3. Once connected with an interpreter in your language, please provide your name, advise you wish to speak with Gallagher Bassett and provide them with the contact number for your claims consultant
4. Stay on the line while the operator connects you and the interpreter through to Gallagher Bassett

Support Resources

If you need support or guidance, you can reach out to these services:

1800 RESPECT

National 24-hour Domestic & Family Violence and Sexual Assault Line

1800 737 732

1800respect.org.au

MENSLINE

24/7 support, information and referral service for men with family and relationship issues

1300 789 978

Mensline.org.au

Lifeline

24/7 counselling & referral service for people in a crisis situation

13 11 14

Lifeline.org.au

Beyond Blue

24/7 support to people experiencing anxiety or depression

1300 224 636

Beyondblue.org.au

National Debt Hotline

A free, confidential financial counselling service to assist people in financial difficulty

1800 007 007

Ndh.org.au

National Association of Community Legal Centres

Naclc.org.au

An independent not-for-profit community organisation that provides legal and related services to the public, focusing on the disadvantaged and people with special needs.