Complaints and Disputes
Parmia is a signatory to the General Insurance Code of Practice (Code) which is intended to promote good relations between insurance brokers, insurers, policyholders and others in the insurance industry, as well as efficiency in transactions by laying out standards of good practice and levels of service that are expected of brokers. Developed by NIBA as part of a national self-regulatory scheme, the Code:
- Applies principally to general insurance and life risk insurance, and to a lesser extent associated services such as risk management, arrangement of premium funding, inspection and valuation;
- Requires brokers to establish an internal dispute resolution process;
- Sets out standards for brokers to follow when dealing with clients, including requirements to inform clients of remuneration arrangements and any conflict of interest.
Parmia is committed to resolving your complaint/dispute in the shortest amount of time possible and we will thoroughly examine any issue you raise.
We would also like to reassure you of our utmost professionalism and desire to resolve any matter raised to the satisfaction of all concerned parties, as far as can reasonably be attained. In order to do this in best interests of all concerned, we would recommend the following procedure:
Step 1
Initially, should you wish to discuss any complaint, please feel free to contact myself, Danny Gumm, Complaints Manager, at the following postal address or by fax or telephone:
Please note that we will attempt to make contact with you to initially discuss and request relevant information if required within 24 hours on receiving your complaint. Within five (5) working days we will investigate and analyse the complaint and report the result of same, with the intention of finalising the complaint. If additional information is required, we will agreed a timeframe with you to resolve this issue pending receipt of this information, keeping you informed every ten (10) days.
Please note that if you are unhappy with this decision, you may proceed to Step 2 below as an option to resolve this issue (NB. Beauty Therpaists insured through Lloyds of London should follow Step 2(a) whilst all other clients should follow Step 2(b)below)
Step 2(a) Aesthetic Medical Malpractice/Liability Insurance - Lloyds of London Procedure Only
In the unlikely event that this does not resolve the dispute or you are not satisfied with the way the complaint has been dealt with, you may call Peter Fryer at
Lloyds Australia Limited
Suite 2 Level 21 Angel Place
123 Pitt Street
Sydney NSW 2000
Following receipt of your dispute, you will be advised whether the dispute will be handled by either Lloyds Australia or the Policyholder & Market Assistance Department at Lloyds in London:
· Where you are a retail client and the dispute is eligible for referral to the Financial Ombudsman Service (FOS) your dispute will be reviewed by a person at Lloyd’s Australia with appropriate authority to deal with your dispute.
· Where you are a retail client and the dispute is not eligible for referral to the FOS, or where you are a wholesale client, Lloyds Australia will refer the dispute to the policy holder.
For further information in the service Lloyds offers in resolving your dispute, please refer to their brochure sent out with previous documentation, or ask for a copy of same from Parmia Insurance on 1800 727642
Step 2(b) All Other Clients
If you are unsatisfied with the response following Step 1 above, you have the right to request an alternative employee with appropriate skill and knowledge review your file in an attempt to resolve the issue. If you are still unsatisfied with the response, then you may approach for External Dispute Resolution as per Step 3 below.
Step 3 External Dispute Resolution - Financial Services Ombudsman Service
We also would like to advise again that we subscribe to the Financial Ombudsman Service Limited (FOS), a free consumer service. If your complaint is not successfully resolved by the above Steps 1 & 2 and you are a client eligible for referral to FOS, it can be referred to them to assist in making an independent assessment of your issue(s). FOS is an independent body that operates nationally in Australia and aims to resolve disputes between Insured Parties and their Insurer, but the dispute must be referred to FOS within two (2) years of the date of the insurer’s final decision. Retail clients not eligible for referral to the FOS, and wholesale clients, may be eligible for referral to the Financial Ombudsman Service (UK). Such referral must occur within six months of the final decision by the Policyholder & Market Assistance Department at Lloyds.
There contact details are as follows:
Financial Ombudsman Service
GPO Box 3
Melbourne, Vic 3001
1300 78 08 08 (National toll free)
Fax: (03) 9613 6399
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