Complaints and Dispute Resolution Procedure for Pacific International Insurance Policies

  • Updated

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 Pacific International Insurance Pty Ltd

We are Australian incorporated and an APRA authorised insurer and We may sell insurance products in all States and Territories in the Commonwealth of Australia. Our insurance policies are subject to the Insurance Contracts Act 1984 (the “Act”) and the laws and regulations of Australia.

We have provided general insurance cover in Australia since 2002. In that time We have developed a strong relationship with not only Our clients but with a panel of reinsurance companies which have received AM Best financial strength ratings of A- (excellent) or higher.


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

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

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 get our response and feel your issue has still not been resolved to your satisfaction, you can contact Pacific’s Insurance Internal Dispute Resolution (IDR) representative at au or our mailing address and request that the IDR representative review your dispute. You can also access the IDR representative through your claims officer.

Postal address: Suite 21, Level 1, OTP House
10 Bradford Cl, Kotara NSW 2289
Telephone: 1300 309 169

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.