Complaints and Dispute Resolution Policy

/Complaints and Dispute Resolution Policy
Complaints and Dispute Resolution Policy2018-09-21T11:20:41+00:00

Pen Underwriting Pty Ltd ABN 89 113 929 516 AFSL 290518 treats all complaints regarding the products and services that we provide seriously.  If you are dissatisfied in any way, then you may lodge a complaint using our complaints process

If you have a Complaint

Please address your complaint in writing to:

Complaints Manager
Pen Underwriting
PO Box 230
Collins Street West, Vic, 8007
Email: compliance.au@penunderwriting.com
Telephone: (03) 9810 0600
Facsimile: (03) 9810 0650

We will usually require the following information:

  • Name, address and telephone number of the policyholder
  • The type of insurance policy involved
  • Details of the policy concerned, including policy and or claim reference numbers
  • Name and address of the broker through whom the policy was obtained
  • Details of the reasons for lodging the complaint
  • An explanation of what you would like us to do to correct the situation
  • Copies of any supporting documentation

For many of our products and services we have a two stage internal complaints process.  External dispute resolution may also be available. There will be no cost to you for us handling your complaint.

Stage One of Our Complaints Process

All products and services

Your complaint will be acknowledged in writing within 5 business days.  We will respond to your complaint within 15 business days, provided we have all necessary information and have completed any investigation required.

In cases where we cannot respond within 15 business days because we do not have all necessary information or we have not completed our investigation, we will let you know as soon as reasonably practicable and agree a reasonable alternative timetable with you. If we cannot agree an alternative timetable, you have the right to take your complaint to the next stage of the complaints process.

We will keep you informed of the progress of our response to your complaint.

We will respond to your complaint in writing and tell you:

  • our decision in relation to your complaint
  • the reasons for our decision

If our decision does not resolve your complaint to your satisfaction, you will have the right to take your complaint to the next stage of the complaints process.

Stage Two of Our Complaints Process

Inter Hannover Policies and Claims

In the unlikely event that we do not resolve the matter or you are not satisfied with the way your complaint about a policy or a claim under a policy has been dealt with where the insurer is International Insurance Company of Hannover SE – Australian Branch (ABN 58 129 395 544, AFSL 458776), you should contact:

Internal Dispute Resolution Committee 
International Insurance Company of Hannover SE – Australian Branch.
Level 21, 264 George Street
Sydney, NSW, 2000

Your dispute will be acknowledged in writing within 5 business days of receipt, and You will be kept informed of the progress of our review of Your dispute at least every 10 business days. The length of time required to resolve a particular dispute will depend on the individual issues raised, however in most cases You will receive a full written response to Your dispute within 15 business days of receipt, provided We have received all necessary information and have completed any investigation required.

Lloyd’s Policies and Claims

In the unlikely event that we do not resolve the matter or you are not satisfied with the way your complaint about a Lloyd’s policy or claim under a Lloyd’s policy has been dealt with, you should contact:

Lloyd’s Australia Limited
Level 9, 1 O’Connell St
Sydney NSW 2000
Email: idraustralia@lloyds.com
Telephone: (02) 8298 0783
Facsimile: (02) 8298 0788

This service is free of charge to policyholders.

Your complaint will be acknowledged in writing within 5 business days of receipt, and you will be kept informed of the progress of Lloyd’s Australia’s review of your dispute at least every 10 business days.

The length of time required to resolve a particular complaint will depend on the individual issues raised, however, in most cases you will receive a full written response to your complaint within 15 business days of receipt, provided Lloyd’s Australia has received all necessary information and has completed any investigation required.

Other – For Policies where the Insurer is not Inter Hannover or Lloyd’s

In the unlikely event that we do not resolve the matter or you are not satisfied with the way your complaint has been dealt with, let us know and we will advise you of the available options for the review of your complaint.

External Dispute Resolution

If Dispute is lodged before 1 November 2018

Financial Ombudsman Service

If your complaint is not resolved to your satisfaction following our complaints process or if we do not resolve your complaint within 45 days of receipt, you may be entitled to take your complaint to the Financial Ombudsman Service, subject to its Terms of Reference.  Where our decision has not satisfactorily resolved your complaint, you need to do this within two years of our final decision.  The Financial Ombudsman Service is an independent external dispute resolution scheme approved by the Australian Securities and Investments Commission (ASIC).  It’s service is free to consumers.    

Financial Ombudsman Service Limited
GPO Box 3
Melbourne, Vic 3001
Telephone: 1800 367 287
Email: info@fos.org.au
Website: www.fos.org.au

If Dispute is lodged on or after 1 November 2018

Australian Financial Complaints Authority

If your complaint is not resolved to your satisfaction following our complaints process or if we do not resolve your complaint within 45 days of receipt, you may be entitled to take your complaint to the Australian Financial Complaints Authority, subject to its Terms of Reference.  Where our decision has not satisfactorily resolved your complaint, you need to do this within two years of our final decision.  The Australian Financial Complaints Authority is an independent external dispute resolution scheme approved by the Australian Securities and Investments Commission (ASIC).  It’s service is free to consumers.    

Australian Financial Complaints Authority
GPO Box 3
Melbourne, Vic 3001
Telephone: 1800 931 678
Email: info@afca.org.au
Website: www.afca.org.au

Pen Underwriting
error: Content is protected !!