Information and Support
Our Complaints Procedure
Our Complaints Procedure
We subscribe to the NIBA Code of Practice. Insurance Brokers Code of Practice.
The Code provides that brokers:
Act in the best interests of the Client;
Provide advice and guidance to enable clients to make informed decisions on risk and insurance protection;
Provide full and accurate information for effective underwriting;
Respect the client’s confidentiality in relation to all records and information;
Ensure the validity and accuracy of all documentation;
Make available all relevant documentation, policies and certificates, endorsements, and premium calculations as may be required;
Be professional, efficient and responsive in all dealings; • In the event of a claim, take every step necessary to ensure prompt and fair settlement;
In the event of a claim, take every step necessary to ensure prompt and fair settlement;
Work towards maintaining and enhancing the reputation of NIBA and its members;
Act in the spirit of the Code and encourage others to do likewise;
KIB Insurance Brokers
Business Insurance Advice
Koch Brokers Pty Ltd T/as KIB Insurance Brokers subscribe to the Insurance Brokers Code of Practice and are a member of the Australian Financial Complaints Authority (AFCA). Therefore, we are committed to attempt to resolve any issues promptly and fairly in accordance with our Complaints & Disputes Policy.
If you are not satisfied with a product, service, or possible breach by your broker, authorised representative or one of our team:
1. Contact your representative
Please contact your Koch Brokers Pty Ltd T/as KIB Insurance Brokers representative with whom you are dealing.
2. Escalate to the Complaints Officer
If your complaint is not satisfactorily resolved or responded to, please contact our Complaints Officer Graham Koch on 0418730 595 or put your complaint in writing and send it to:
3. If an issue has not been resolved to your satisfaction, you may seek further review by:
Contacting the Steadfast Customer Advocacy service. This service provides Steadfast Brokers’ clients with a means to obtain support, advice, and assistance regarding customer satisfaction and experience. If you are unhappy with any aspect of the services provided, and no acceptable resolution can be reached, the Steadfast Customer Advocacy service can be accessed.
Email: customeradvocacy@steadfast.com.au
Contact: 02 9495 6500
Contacting the Australian Financial Complaints Authority (AFCA), a free consumer service, to independently assess your complaint. AFCA’s contact details are below;
In writing to: GPO Box 3, Melbourne VIC 3001
Telephone: 1800 931 678
Email: info@afca.org.au
Online: www.afca.org.au
Family Violence, Supporting Vulnerable Clients and Financial Hardship Policy
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There are many general insurance products on the market.
Products vary between companies, and you should always read the Product Disclosure Statement (PDS) before you purchase cover. You also need to make sure that the cover you take out is appropriate to your level of risk.