Insurance Services Holdings Pty Ltd "ISH" (ABN 36 612 629 295 | AFSL No. 491165) has detailed complaint handling and dispute resolution procedures that you may access, at no cost to you.
About HDI Global Specialty SE – Australia
The Insurer of the Policy is the HDI Global Specialty SE – Australia (HDI Global Specialty) (ABN 58 129 395 544, AFS License number 458776) and its registered address is Tower 1, Level 33, 100 Barangaroo Avenue, Sydney NSW 2000, Australia. The Insurer is regulated by the Australian Prudential Regulation Authority (“APRA”).
HDI Global Specialty SE is registered in Germany, with its registered office at Roderbruchstrasse 26, 30655 Hannover, Germany with registration number HRB211924 and authorised by Bundesanstalt für Finanzdienstleistungsaufsicht (“BaFin”). It is authorised to carry on insurance Business in Germany under the German Insurance Supervisory Act (“Versicherungsaufsichtsgesetz”).
How we can help you
ISH takes the concerns of its customers very seriously. ISH has detailed complaint handling and dispute resolution procedures that You may access, at no cost to You. To obtain a copy of Our procedures, please contact Us on +61 2 6190 0752 or firstname.lastname@example.org
To assist ISH with Your enquiries, please provide Us with Your claim or policy number (if applicable) and as much information You can about the reason for Your complaint or dispute. ISH’s complaints and dispute procedures are as follows:
Stage 1: Complaint Handling Procedure
The insurance is subject to the provision of the Insurance Council of Australia’s General Insurance Code of Practice. For more information see www.codeofpractice.com.au
If You have any concerns or wish to make a complaint in relation to a policy, Our services or Your insurance claims, please let Us know and we will attempt to resolve your concerns in accordance with Our Internal Dispute Resolution procedure. Please contact ISH in the first instance:
Postal address: The Complaints Officer
Insurance Services Holdings Pty Ltd
Level 5, 63 York St, Sydney NSW 2001
Telephone: +61 2 6190 0752
We will acknowledge receipt of your complaint and do our utmost to resolve the complaint to your satisfaction within 10 business days.
Stage 2: Dispute Resolution Procedure
If you receive our response and feel your issue has still not been resolved to your satisfaction, you can contact HDI Global Specialty Internal Dispute Resolution Committee at ComplaintsAustralianBranch@hdi-specialty.com or our mailing address and request that the Internal Dispute Resolution Committee review your dispute. You can also access the IDR representative through your claims officer.
Internal Dispute Resolution Committee
HDI Global Specialty SE–Australia
GPO Box 3973, NSW 2001
A final decision will be provided to You within 30 calendar days of the date on which You first made the complaint.
You may refer Your complaint to the Australia Financial Complaints Authority (AFCA) at any time, and if Your complaint is not resolved to Your satisfaction within 30 calendar days of the date on which You first made the complaint:
Postal address: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
Telephone: 1300 780 808
Your complaint must be referred to AFCA within 2 years of the final decision.