Complaints

Making a Complaint

We strive to provide our clients with excellent customer service and always welcome their views. If you are unhappy with any of our products or services, please let us know as soon as possible so that we can try to resolve the problem.

We are here to support clients who may be going through vulnerable circumstances such as financial hardship, family violence, illness or other.  If you need assistance and have a complaint, please refer to our Vulnerable Client Policy for details about how we can assist you.

We are committed to helping and supporting people experiencing vulnerability and will take extra care to assist you in the most effective way possible.

We will allow your representatives (including financial counsellors, legal representatives, family, friends and members of parliament) to lodge complaints on your behalf.

If your complaint relates to an insurer product, services or insurer staff, we will clarify and confirm that with you and promptly advise the relevant insurer of your complaint.

EBM CoverLink’s Complaint Resolution Response (Internal Dispute Resolution)

We will acknowledge receipt of your complaint promptly within one business day of receiving it or as soon as practicable. We will provide you with contact details for the person responsible for handling your complaint.

EBM CoverLink will investigate your complaint and keep you informed of the progress of our investigation at least every 10 days. In cases where further information or investigation is required from you, we will contact you with the details.

If your complaint is resolved to your satisfaction within 5 business days, we will provide written confirmation to you.

If the claim is not resolved to your satisfaction within or after 5 business days from the day it was received, we will provide you with a written response that will include the final outcome of the complaint.

You have a right to take the complaint to the Australian Financial Complaints Authority (AFCA) if you are dissatisfied with the outcome.

If EBM CoverLink rejects or partially rejects your complaint, we will clearly set out the reasons for the decision by:

  • Identifying and addressing the issues raised by you
  • Setting out our findings on material questions of fact and referring to the information that supports those findings
  • Providing you with enough detail for you to understand the basis of our decision and to be fully informed when deciding whether to escalate the matter.

We will resolve your complaint in writing no later than 30 calendar days from the day it was received.

What to do if you are not satisfied with EBM CoverLink’s response 

If you are not satisfied with the outcome or our handling of your complaint, you have the right to take your complaint to AFCA.

AFCA independently assists consumers and small businesses to make and resolve complaints about financial firms (including insurance brokers or insurance companies). Their service is free to the public.

EBM CoverLink is a member of this scheme and we agree to be bound by its determination about a dispute. Please note that before AFCA can investigate your complaint, they do require you to have first provided us with the opportunity to address the complaint.

Time limits may restrict your ability to make complaints to AFCA. Please contact AFCA or consult the AFCA website for more details.

The details to lodge a complaint with AFCA are:

Online: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678 (free call)

Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

If your complaint falls outside the AFCA Rules, you can seek independent legal advice or access any other external dispute resolution options that may be available to you.

EBM CoverLink subscribe to and are bound to the NIBA Insurance Brokers Code of Practice.  If you believe we breached the Code when acting on your behalf, you can inform the Insurance Brokers Code Compliance Committee (IBCCC) for investigation of the breach.

The details to lodge a complaint with AFCA are: 

Online: www.afca.org.au 

Email: info@afca.org.au 

Phone: 1800 931 678 (free call) 

Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001 

If your complaint falls outside the AFCA Rules, you can seek independent legal advice or access any other external dispute resolution options that may be available to you. 

Email:                          info@codecompliance.org.au

Telephone:                  1800 931 679 (free call within Australia)

Mail                             PO Box 14240

Melbourne

VIC 8001

Our Privacy Policy

We are committed to protecting your privacy. We use the information you provide to advise about and assist with your insurance needs. We only provide your information to insurance companies, underwriting agencies, wholesale brokers and premium funders with whom you choose to deal (and their representatives). We do not trade, rent or sell your information. If you don’t provide us with full information, we can’t properly advise you and you could breach your duty of disclosure. You can check the information we hold about you at any time. 

For more information about our Privacy Policy, ask us for a copy or click the policy link below. By completing the request below, I certify that I am aware that any collection of personal information is used in accordance with EBM CoverLink’s Privacy Policy:

 

Complaints

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