Financial Services Guide

In circumstances where you receive general advice, this advice does not take into account your own objectives, financial situations or needs. You therefore need to consider the appropriateness of the general advice, in light of your objectives, financial situation or needs before acting on the advice.

You should also read a copy of the PDS or policy wording for the product discussed before making any decision about whether to acquire the product.

In most instances instructions should be provided to us through your insurance intermediary. Where we have issued the product directly to you, you may contact us directly. You can specify how you would like to give us instructions. For example:

• in writing
• telephone
• e-mail

For the provision of the applicable financial product, AIGAL receives remuneration by way of the premium charged for such financial product.  

Our staff or employees of our related body corporates are remunerated by way of:

• Salary.
• Performance related incentives or bonuses provided by us.

We strive to provide an efficient, honest, fair and transparent standard of service at all times. We recognise that occasionally mistakes or misunderstandings can happen. If this is the case, we realise that you will want to let us know and may wish to make a complaint.

 

If you make a complaint, we will make sure that your concerns are addressed as quickly as possible.

 

You can register a complaint by telephoning us on 1800 339 669, lodging your complaint on our website, or by writing to:

 

The Compliance Manager

AIG Australia Limited Level 13,

717 Bourke Street, Docklands VIC 3008, Australia

 

As soon as we receive your complaint, we will take all possible steps to resolve it. You will receive a written response to your complaint within 15 working days, unless we agree a longer timeframe with you. 

If you are not satisfied with our response to your complaint, you may wish to have the matter reviewed by our Internal Dispute Resolution Committee (“Committee”). The Committee is comprised of Senior Management of the company who have the experience and authority to decide on matters brought to the Committee.

 

If you wish to have your complaint reviewed by this Committee, please telephone or write to the person who has signed the response letter to your complaint and provide them with detailed reasons for requesting the review. This information will greatly assist the Committee in reviewing your claim or enquiry. Your complaint will then be treated as a dispute. You may also make a request for a review by the Committee by contacting:

 

The Chairperson IDRC

AIG Australia Limited

Level 13, 717 Bourke Street Docklands VIC 3008, Australia

 

A written response setting out the final decision of the Committee and the reasons for this decision will be provided to you within 15 working days of the date you advise us you wish to take your complaint to IDRC.

 

If we are unable to provide a written response setting out the final decision, we will keep you informed of progress at least every 10 days.

If you are not satisfied with the finding of the Committee, or if we have been unable to resolve your complaint within 45 calendar days, you may be able to take your matter to an independent dispute resolution body, the Australian Financial Complaints Authority (“AFCA”). This external dispute resolution body can make decisions with which AIG are obliged to comply. Contact details are:

 

Australian Financial Complaints Authority

GPO Box 3, Melbourne, VIC 3001

Tel: 1800 931 678 (local call fee applies)

Email: info@afca.org.au

Internet: http://www.afca.org.au 

 

You should note that use of the AFCA scheme does not preclude you from subsequently exercising any legal rights, which you may have if you are still unhappy with the outcome. Before doing so however, we strongly recommend that you obtain independent legal advice.

 

If your complaint does not fall within the Australian Financial Complaints Authority’s terms of reference, we will advise you to seek independent legal advice or give you information about any other external dispute resolution options (if any) that may be available to you

 

Please retain this document for your reference and any future dealings with us.
Date prepared: 22 March 2024