HSB AUSTRALIA INTERNAL DISPUTE RESOLUTION PROCESS
What to do if you have a concern or complaint with respect to an insurance claim or other matter with us:
Advise us by:
· Calling our Head Office in Sydney at 1300 739 472 between the hours of 9:00 a.m. and 5:00 p.m. Monday to Friday.
or
· E-mailing us at claimsdesk@hsbaustralia.com
or
Sending a letter to our postal address – GPO Box 4257, Sydney, NSW 2001, Australia
On receipt
of your concern or Complaint the appropriate Department Manager will discuss
the issue with you, and as required will complete an investigation to resolve
the issue. This will be done as soon as possible following receipt of your
advice and within10 working days. If the
Department Manager is unable to resolve your Complaint to your satisfaction, at
your request we will treat your Complaint as a Dispute and will submit
details of your Dispute to our Internal Dispute Resolution Panel. Our
Internal Dispute Resolution Panel will consist of the General Manager, Claims
Manager, Marketing Manager and Underwriting Manager of HSB Australia. The
appropriate individual will be appointed from this Panel to further investigate
and liaise with you to resolve your Dispute. Where
necessary we may ask you to provide additional relevant information to assist
us with resolution of your Dispute. Relevant information is any information
without which it is reasonable to conclude that a decision regarding your Dispute
cannot be made. We will
review details of your Dispute and if all relevant information has been
received from you, then we will provide you with a written response or
determination within 15 working days. In some
cases, additional time may be required to make a determination. If this is the
case you will be contacted and advised of the extra time needed to complete the
investigation and to provide you with a response. We will,
unless there are exceptional circumstances, in all cases complete the
investigation within 30 working days. If exceptional circumstances do exist,
we will inform you of the reasons for the delay and specify a date when a
determination can reasonably be expected. We will
respond to your Dispute in writing giving the reasons for our decision. We would expect
that in most cases our Internal Dispute Resolution Process would resolve the
matter fully and to your satisfaction. However, in
circumstances where our Internal Dispute Resolution Process proves unsuccessful
and the Dispute has not been resolved to your satisfaction, you have the option
of requesting that the Dispute proceed to External Dispute Resolution and we
will provide you with necessary information to assist you in this regard. HSB Engineering
Insurance Limited. ARBN 24 076 158 962 trading as HSB GPO Tel: 1300 739
472 Fax: 1300 852 472 Web: www.hsbaustralia.com