Dispute Resolution

Internal Dispute Resolution

Coverforce Insurance Brokers Pty Ltd subscribe to the Insurance Brokers Code of Practice and are a member of the Australian Financial Complaints Authority (AFCA). We are committed to the fair, transparent and timely resolution of disputes. If you are unhappy with any of our services please lodge your complaint in writing or contact our Complaints Manager.

We will acknowledge your complaint in writing and genuinely attempt to resolve your complaint fairly and efficiently within 14 days. If you are not satisfied with the outcome of that process you can request that your complaint is referred to our Internal Dispute Resolution Process. Once referred, we will attempt to resolve your matter within 45 days from acceptance of the complaint or dispute.

Specific contact details are as follows:

The Complaints Manager

Coverforce Pty Ltd
Level 26, Tower One, International Towers Sydney
Barangaroo NSW 2000
P: 1300 503 503

We will keep you informed about how we handle your complaint and provide you with the reasons for our decisions. Should we require further information in order to determine or resolve your complaint, we will then inform you of this and agree with you an appropriate time frame, keeping you informed of the progress.

External Dispute Resolution

If your complaint cannot be resolved to your satisfaction within 45 business days, you have the right to refer the matter to the Australian Financial Complaints Authority (AFCA) for further consideration and/or review. AFCA is an Australian Securities and Investments Commission (ASIC) approved external dispute resolution service accessible to clients free of charge.

AFCA contact details are as follows:

Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne VIC 3001
P: 1800 931 678
Email: info@afca.org.au