If you believe that your wedding insurance policy was mis-sold, or if you are unsatisfied with your insurance provider's service, you may wish to make a complaint. In this case you are advised to first make the complaint to your insurance provider: if they are AFS (AUSTRALIAN FINANCIAL SERVICES) regulated they should have published an Financial Services Guide (FSG) 'complaints procedure' on their website, or have a leaflet available detailing the correct procedure. They should investigate your complaint thoroughly and make enquiries as appropriate.
If you make your complaint in person or by telephone, note down the name of the person with whom you spoke, as well as the date and time of your call or consultation. If you do not hear back within three weeks, follow up your phone call or consultation with a letter detailing your complaint: keep copies of the complaint letters that you send for future reference.
If you are unhappy with the response that you receive, you can use an independent complaint system. Contact the Financial Ombudsman Service (FOS) within six months of the final response that you receive from your insurance provider. The FOS is contactable via telephone on 1800 367 287, by fax (03) 9613 6399, email This email address is being protected from spambots. You need JavaScript enabled to view it. or website www.fos.org.au .
If you feel that there were unfair terms in your contract, you can refer your case to the Australian Securities and Investment Commission (ASIC) or to the Australian Competition and Consumer Commission (ACCC). ASIC does not have the authority to refund any money that you have lost due to unfair contract terms, but they will investigate your insurance firm especially if the insurer`s conduct could also affect other customers.
Each of these organisations can be contacted in the event of a complaint regarding your wedding insurance policy, or loss of money due to the insurance company's handling of your policy:
> Insurance Council of Australia www.insurancecouncil.com.au
> The Australian Securities and Investments Commission (ASIC) www.asic.gov.au
> The Australian Competition and Consumer Commission (ACCC) www.accc.gov.au
> Financial Ombudsman Service (FOS) www.fos.org.au
It is worth remembering that there are statutory regulations in Australia which are designed to assist you when lodging a complaint. The standard complaints procedure outlined above should enable you to register your complaint in an efficient and effective way.
