Complaints and Customer Resolution
Chubb's Complaints Policy
We understand that you could be dissatisfied with our organisation, our products and services, or the complaints handling process itself. We take all our customer's concerns seriously and have detailed below the complaints process that you can access.
Contact Details
If you are dissatisfied with any aspect of your relationship with Chubb including our products or services and wish to make a complaint, please contact our Complaints and Customer Resolution Service (CCR Service) by post, phone, fax, or email, (as below):
Complaints and Customer Resolution Service
Chubb Insurance Australia Limited
GPO Box 4065
Sydney NSW 2001
P +61 2 9335 3200
F +61 2 9335 3411
E complaints.AU@chubb.com
Our CCR Service is committed to reviewing complaints objectively, fairly and efficiently.
Do you require additional assistance to lodge a complaint, such as nominating a representative who can act for you, or the services of an interpreter if English is not your first language? We have in place a Policy to assist customers who are experiencing vulnerability or family violence and may require some assistance in lodging a complaint. You can access this Policy by clicking on this link Vulnerable Customer Policy or contact us for further details. Alternatively you may just want to talk to us about the process and what assistance we can provide. Just call our CCR Service on the above number or email us. Our Complaints Policy is also outlined in the following brochure Compliments Complaints and Dispute Resolution
1. Lodgement: When lodging a complaint, please provide us with your claim or policy number (if applicable) and as much information as you can about the reason for your complaint.
2. Acknowledgement: We will acknowledge receipt of your complaint in most instances within twenty four (24) hours (one business day) of receiving it from you, or otherwise as soon as practicable. Following acknowledgement and within two (2) business days of acknowledgement, we will advise you of the name and contact details of the Chubb person who will be liaising with you on your complaint.
3. Assessment and Investigation: We will investigate your complaint and keep you informed of the progress of our investigation at least every ten (10) business days.
4. Response: We will make a decision in relation to your complaint in writing within thirty (30) calendar days. If we are unable to make this decision within this timeframe we will provide you with a reason for the delay and advise of your right to take your complaint to the Australian Financial Complaints Authority (AFCA) as detailed below, subject to its Rules. If your complaint falls outside the AFCA Rules, you can seek independent legal advice or access any other external dispute resolution options that may be available to you.
To the extent allowable at law, if you request copies of the information we relied on to make a decision about your complaint, we must provide it within ten (10) business days of your request. Please see the General Insurance Code of Practice 2020 by clicking on this link Code or contact us for further details.
Please note that if we have resolved your complaint to your satisfaction by the end of the 5th (fifth) business day after we have received it, and you have not requested that we provide you a response in writing, we are not required to provide a written response. However this exemption does not apply to complaints regarding a declined claim, the value of a claim, or about Financial Hardship.
5. External Dispute Resolution: If you are dissatisfied with our complaint determination, or we are unable to resolve your complaint to your satisfaction within thirty (30) days, you may refer your complaint to AFCA, subject to its Rules. AFCA is an independent external dispute resolution scheme approved by the Australian Securities and Investments Commission (ASIC). We are a member of this scheme and we agree to be bound by its determinations about a dispute. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
You may contact AFCA at any time at:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
P 1800 931 678 (free call)
F +61 3 9613 6399
E info@afca.org.au
W www.afca.org.au
Time limits may apply to complain to AFCA (generally two years from the date of our response to your complaint) and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.
General Insurance Code of Practice
We are a signatory to the General Insurance Code of Practice (Code). The objectives of the Code are to further raise standards of service and promote consumer confidence in the general insurance industry. Further information about the Code and Your rights under it is available at codeofpractice.com.au and on request. As a signatory to the Code, We are bound to comply with its terms. As part of Our obligations under Parts 9 and 10 of the Code, Chubb has a Customers Experiencing Vulnerability & Family Violence Policy (Part 9) and a Financial Hardship Policy (Part 10). The Code is monitored and enforced by the Code Governance Committee.