The fresh approach to Rural Insurance - Rural Affinity

Complaint and Dispute Resolution Procedure

Any complaints about Our products or services are taken seriously by Us and will be dealt with fairly and promptly.

If You have a complaint please first try to resolve it by speaking to the relevant member of the Rural Affinity staff.  If the matter is not resolved to your satisfaction Rural Affinity can assist by referring the matter to their Internal Dispute Resolution Officer.

You can contact Rural Affinity by:

Phone:    (02) 9496 9300
Fax:          (02) 9496 9308
Email:       disputes@ruralaffinity.com.au
Mail:         Internal Disputes Resolution Officer
                Rural Affinity PO Box 160, St Leonards NSW 1590

Rural Affinity’s Internal Dispute Resolution Officer will confirm receipt of your complaint within 2 business days.

If Rural Affinity require additional information, Rural Affinity will contact You to discuss. If Your complaint is not immediately resolved, Rural Affinity We will respond within 15 business days of receipt of Your complaint or agree a reasonable alternative timetable with You.

If You are not satisfied with the resolution offered by Rural Affinity’s Internal Dispute Resolution Officer, a further review is available from the underwriter (Great Lakes Australia or Lloyd’s/Talbot). Correspondence provided by Rural Affinity’s Internal Dispute Resolution Officer will contain details of the relevant underwriter.

For policies underwritten by Great Lakes Australia, You can contact Great Lakes Australia by:

Email:    disputes@gla.com.au
Mail:      Disputes Resolution Officer
             Great Lakes Australia PO Box H35, Australia Square NSW 1215

For policies underwritten by Lloyds’s (Talbot), You can contact Lloyd’s Australia Limited by:

Email:    idraustralia@lloyds.com
Phone: (02) 8298 0783
Mail:      Disputes Resolution Officer
             Level 9, 1 O’Connell Street, Sydney NSW 2000

If Great Lakes Australia or Lloyd’s Australia Limited are unable to resolve Your complaint within 45 days of the date they first received Your complaint or if You remain unsatisfied, You can/may be able to seek a free review by the Australian Financial Complaints Authority (AFCA).

The AFCA is an independent national body and, if the dispute is within its jurisdiction, We agree to accept its decision.

You can visit their website www.afca.org.au or contact them:

Phone:    1800 931 678
Email:       info@afca.org.au Mail: GPO Box 3, Melbourne, VIC, 3001

Further details regarding Our complaints process are available on request.