Thursday, 21 November 2019    
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Complaints
 
Please refer to the following if you have a concern or complaint about any of our services:
 
Stage 1: Let us know about your concerns
  Get in touch with one of our customer service consultants about your concerns, and they'll do their best to resolve them. When you make your complaint please provide as much information as possible, to assist us to resolve your matter quickly. Where we can't resolve your concern immediately we will resolve it within 15 business days.

Call us on 1300 307 072 or email us at adminteam@pi-plus.com.au for more options to get in touch.

Stage 2: Contact Internal Dispute Resolution Committee
If we haven't responded to your complaint within 15 business days, or if you're not satisfied with how we've tried to resolve it, you can ask for your complaint to be escalated for an Internal Dispute Resolution (IDR) review by a Dispute Resolution Specialist.

For policies with a start date prior to 31st October 2019:

Post: Locked Bag 2018, ST LEONARDS NSW 1590 (Hollard)
Email: resolution@hollard.com.au
Call: 02 9253 6600 (Hollard)

For policies with a start date post 1st November 2019:

Post: PO Box R299, SYDNEY NSW 1225 (Assetinsure)
Email: complaints@assetinsure.com.au
Call: 02 9251 8055 (Assetinsure)

The Dispute Resolution Specialist will provide in writing our final decision within 15 business days of your complaint being escalated, unless we've requested an extension from you and you've agreed to give us more time.

Stage3: Seek an external review of our decision
If you're not happy with the final decision, or if we've taken more than 45 days to respond to you from the date you first made your complaint, you may contact the Australian Financial Complaints Authority (AFCA) at:
Phone: 1800 931 678
Post: GPO Box 3 Melbourne VIC 3001
Website: www.afca.org.au
Email: info@afca.org.au

The AFCA service is provided to you free of charge. A decision by AFCA is binding on us but is not binding on you. You also have the right to seek further legal assistance.

 

 
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Copyright © 2009-2019 PI Plus (Aust) Pty Ltd ABN 61 133 941 698    |    Thursday, 21 November 2019  

PI Plus (Aust) Pty Ltd trading as Property Insurance Plus ABN 61 133 941 698, AR No 332446,  
is a Corporate Authorised Representative of Fitzpatrick & Co Insurance Brokers Pty Ltd ABN 25 050 242 914,  
AFSL No 244386 of 631-633 Waverley Road, Glen Waverley, VIC 3150