Frequently Asked Questions
How are complaints handled, Internally and Externally? We have a complaints handling policy and procudure which you can find here: GI Insurance Brokers Complaints Handling, this covers both internal and external complaints, whether about our service, or the service and/or products provided by our suppliers.
If you have any concerns, or complaints, please contact us as soon as possible. Best to phone on 03 6364 3824, or if outside of hours please email reception@giib.com.au and our complaints officer will contact you as soon as possible (within 1 business day).
You can also find more information as part of our Financial Services Guide (FSG).
What should I do if I am experiencing some form of vulnerability or am unable to pay my insurance? All of our staff have undertaken training to understand the importance of assisting those who are in a vulnerable position.
It is important that if you need help of any form, you can contact our office on 03 6364 3824 and have a confidential discussion with a member of our team.
If assistance is required outside of our capability we will refer you to one or more of the programs available.
If you are feeling unsure, please always remember you can contact any of the following support services:
Lifeline : 13 11 14 (Distress and Crisis Support)
1800RESPECT : 1800 737 732 (Domestic, Family or Sexual Violence)
National Debt Helpline: 1800 007 007
Beyond Blue : 1300 224 636 (Phone Counseling)
If I have a claim, how do you help? Our dedicated claims team are here to liase on your behalf as your representative. They will assist you with lodging a claim, as well as following up regluarly and explaining what can be confusing industry “jargon”, and talk you through each step.
Our team will also assist you if your claim does not quite go as planned and you need to consider lodging a complaint with the insurance company or further, with AFCA. You can find more information on our process with complaints here : GI Insurance Brokers Complaints Handling.
Our team are trained to help you if you require any further assistance due to your individual circumstances or needs.
What Industry Bodies are you Affiliated with?We are members of :
NIBA (National Insurance Brokers Association), who administer the Insurance Brokers Code of Practice. A copy of which you can view here.
AFCA (Australian Financial Complaints Authority), who provide fair, free and independent dispute resolution for financial complaints.
Steadfast. We are a member of the Steadfast General Insurance Broker Network.