We are committed to providing you with the highest standard of service. If we ever fall short of that, we want to know about it, and we want to make it right. This page explains how to make a complaint, what you can expect from us, and what to do if you are not satisfied with our response.
How to Make a Complaint
As an advisory broker, we pride ourselves on the close relationships we build with our clients. If something hasn’t met your expectations, we’d encourage you to start by speaking with your account manager directly, as they know you and your business and are usually best placed to sort things out quickly.
If you’d prefer to raise it another way, or if you feel it needs to go further, you can also contact our Complaints Officer:
| Contact | Details |
|---|---|
| Your Account Manager | Please contact them directly. |
| Phone | 1300 400 707 |
| info@crucialinsurance.com.au | |
| In writing | Crucial Insurance and Risk Advisors Pty Ltd, PO Box 1691, Maroochydore QLD 4558 |
What You Can Expect From Us
- Acknowledgement. We will acknowledge receipt of your complaint within one business day.
- Progress updates. We will keep you informed of progress at least every 10 business days.
- Final response. We will provide a final response generally within 30 calendar days of receiving your complaint.
If you need additional support to raise or discuss a complaint, for example an interpreter, the National Relay Service, or support due to financial hardship, family and domestic violence, or your mental health, please let us know. Details of the support available are on our Additional Support page.
If You Are Not Satisfied: The Australian Financial Complaints Authority (AFCA)
Crucial Insurance and Risk Advisors Pty Ltd is a member of the Australian Financial Complaints Authority (AFCA). If your complaint cannot be resolved to your satisfaction by us, you have the right to refer the matter to AFCA, free of charge to you.
Time limits apply to lodging a complaint with AFCA; in most cases, you must lodge within two years of the date of our final response to you.
| Contact | Details |
|---|---|
| Online | www.afca.org.au |
| Phone | 1800 931 678 |
| info@afca.org.au | |
| In writing | Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001 |
Our Code of Practice
Crucial Insurance and Risk Advisors Pty Ltd is a member of the National Insurance Brokers Association (NIBA) and a proud subscriber to the Insurance Brokers Code of Practice. The Code sets out the standards of service and conduct you can expect from us, including how we manage conflicts of interest, how we handle money paid to us, and how we respond to complaints.
You can obtain a copy of the Code from us on request, or from the Insurance Brokers Code of Practice website or the NIBA website.