Your client experience is of the utmost importance to us in delivering you insurance solutions. We appreciate your feedback. To provide feedback, we welcome you to contact [email protected] or get in touch with your trusted Honan team member directly. If you would like to make a complaint, please follow the process below.
You may make your complaint verbally or in writing to Honan Insurance Group.
- Phone: (+613) 9947 4333
- Email: [email protected]
- Mail: Tower 1, Collins Square, 727 Collins Street, Docklands, VIC 3008
The Honan complaints resolution process is below.
Honan will acknowledge your complaint within one (1) business day of receiving your complaint. Honan will work with you to resolve your complaint as quickly as possible.
Except in the case of a complaint about a declined claim, the value of a claim or about financial hardship, if Honan is able to resolve your complaint to your satisfaction within five (5) business days after receiving it, you will not receive a written response to your complaint unless you have asked for a response in writing.
For complaints relating to the Policy other than claims, Honan Insurance Group will direct Your complaint to the insurer HDI Global Specialty SE – Australia for resolution. The contact details for making a complaint with HDI Global Specialty SE – Australia directly, are set out below.
Internal Dispute Resolution Committee
HDI Global Specialty SE – Australia
E-mail: [email protected]
HDI Global Specialty SE – Australia may engage claims handling services from a third party, including Risksmart and where they do so, they will forward Your complaint for their consideration.
If your complaint cannot be resolved within five (5) business days, your complaint will be referred for further review and investigation by Honan’s Complaints Team. Honan will keep you updated as your complaint is investigated and will provide progress updates to you at least every ten (10) business days.
Honan will make a decision in relation to your complaint within thirty (30) calendar days after receiving your complaint.
If Honan is unable to make a decision in relation to your complaint within thirty (30) calendar days because resolution of your complaint is particularly complex or there are circumstances beyond Honan’s control, in which case Honan will provide you with the reasons for the delay.
You have the right to take your complaint to the Australian Financial Complaints Authority (AFCA) (subject to AFCA’s rules on whether it can deal with your complaint) if Honan is unable to make a decision in relation to your complaint within thirty (30) calendar days. You may also report any alleged breaches of the Code to the Insurance Brokers Code Compliance Committee (IBCCC)
If you are dissatisfied with Honan’s final decision on your complaint you have the right to refer your complaint to AFCA (subject to AFCA’s rules on whether it can deal with your complaint).
The contact details for AFCA are:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
Email: [email protected]
Website: www.afca.org.au
The contact details for IBCCC are:
Insurance Brokers Code Compliance Committee
PO BOX 14240
Melbourne VIC 8001
Phone: 1800 931 678
Email: [email protected]
Website: www.insurancebrokerscode.com.au