Dispute Resolution Process

Travel Insuranz prides itself on delivering high levels of customer service. In the event that you have a concern regarding us, or any issue in respect of your insurance, please contact us via email travel@travelinsuranz.com.au.  Dependent on the nature of your concern, we may be able to reach a satisfactory resolution immediately.  After contacting us, if you remain dissatisfied please follow our Dispute Resolution Process below:

  1. If you have any concerns or wish to make a complaint in relation to this policy, our services or your insurance claim, please let us know and we will attempt to resolve your concerns in accordance with our Internal Dispute Resolution Process.  Please contact Chase Underwriting Solutions Pty Ltd in the first instance: The Complaints Officer, Chase Underwriting Solutions Pty Ltd, Level 1, 68 Clarke Street, Southbank VIC 3006 Australia.  Telephone: +61 (0)7 3303 0801, Email: complaints@chaseunderwriting.com.au.  We will acknowledge receipt of your complaint and do our utmost to resolve the complaint to your satisfaction within 10 business days.
  2. If we cannot resolve your complaint to your satisfaction, we will escalate your matter to Lloyd’s Australia who will determine whether it will be reviewed by their office or the Lloyd’s UK Complaints Team.  Lloyd’s contact details are: Lloyd’s Australia Limited, Suite 1603 Level 16, 1 Macquarie Place, Sydney NSW 2000 Australia.  Telephone: +61 (0)2 8298 0783, Email: idraustralia@Lloyds.com.  A final decision will be provided to you within 30 calendar days of the date on which you first made the complaint unless certain exceptions apply.

External Dispute Resolution

You may refer your complaint to the Australian Financial Complaints Authority (AFCA), if your complaint is not resolved to your satisfaction within 30 calendar days of the date on which you first made the complaint or at any time. AFCA can be contacted as follows: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001 Australia.  Telephone 1800 931 678, Email info@afca.org.au.

AFCA is an independent body that operates nationally in Australia and aims to resolve disputes between you and your Insurer. AFCA provides fair and independent financial services complaint resolution that is free of charge to consumers. Determinations made by AFCA are binding upon us. Your complaint must be referred to AFCA within 2 years of the final decision, unless AFCA considers special circumstances apply. If your complaint is not eligible for consideration by AFCA, you may be referred to the Financial Ombudsman Services (UK) or you may seek independent legal advice. You can also access any other external dispute resolution or other options that may be available to you.

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