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.
We also subscribe to the Australian Financial Complaints Authority (AFCA), if you would like to know more about what AFCA do, please click this link.
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)
What is the Insurance Brokers Code of Practice?
The Insurance Brokers Code of Practice has been created to show our (Insurance Brokers) commitment publicly to ensure you know what you can expect from us service wise.
It is here to ensure you receive the service you should have, from the begining and all the way through dealings with us.
The code was initially established by NIBA back in 1993, then updated in 2014, 2022 and most recently after reviews, a new code will be in effect from 2027.
Did you know.....
We have Terms of Engagement that we think is important for you to know about.
If you are interested in working with us, or are currently working with us and missed this document that we have sent to you, please, have a read of our Terms of Engagment, which you can find on pages 3, 4 and five of our FSG.
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 and will keep you informed every step of the way.
In the event your claim is unfairly denied or your settlement is not quite right, we will advocate for you.
How do you get paid?
We receive commissions from the underwriters that we place your insurance with and we retain that commission to operate our business. This amount can vary from 0 - 27.5% of the base premium you pay.
As a business, we have also made the decision to move some of our clients to a “fee for service” structure, where we remove commission we would normally receive from underwriters (also known as insurers) and charge a flat fee as a seperate invoice for work we undertake for you, when we do this, we provide you with a comprehensive report detailing what commissions would normally be received vs the fee we are charging, with a detailed explanation as to why.
We ensure all our invoices disclose the amount we receive, this is noted as “commission, or broker fee”. If you would like to understand more about this, please give our office a call and we will answer your questions.
Is there anything I can’t think of that you think I need to know?
Sometimes it can be overwhelming with the information we have to give you. So we have a document we like to call “Important Notices”, you can view this document here.
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.
How do you deal with Privacy?
We are very aware of our requirements around privacy, and understand the importance of keeping your infromation private.
We have developed our own privacy policy and privacy policy statement. Just click this link to review.