Complaints and Disputes Policy
Should you have a complaint about any financial product or service provided you can raise your concern with Covertec. A complaint may be made to Covertec by any reasonable means including by phone, email, fax, in writing or in person.
Covertec may be contacted at:
Address: 26 Greenhill Road Wayville SA 5034
Telephone: 08 7071 3814
Fax: 08 8272 3329
If Covertec can not resolve your complaint to your satisfaction within 2 days, Covertec will treat your complaint as a dispute. That will involve, if necessary, advising Chubb and convening an Internal Dispute Resolution ('IDR') Panel. In any event, Chubb will respond to your complaint or dispute within 45 days of its receipt.
In accordance with the General Insurance Code of Practice, Covertec (or Chubb) will keep you informed of the review of your dispute every 10 days.
The IDR Panel must consider and resolve your dispute within 45 business days of your request for referral. If the IDR Panel is unable to make a decision, the reasons why it is unable to make a decision and the revised time frame will be given to you.
Referral to Financial Ombudsman Service
If your complaint is not satisfactorily resolved or answered within 45 days, you may refer the matter to the Financial Ombudsman Service ("FOS"). The FOS are independent operators of the External Dispute Resolution scheme of which Covertec (and Chubb) are members. The FOS is a free service and you may contact them directly at:
Address: GPO Box 3, Melbourne, VIC, 3001
Telephone: 1300 78 08 08
Covertec Pty Ltd holds Professional Indemnity Insurance in accordance with the requirements of section 912B of the Corporations Act.