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Complaints & Disputes Resolution Process

At n2n Claims Solutions (We, Us, Our), We are committed to a prompt, fair, transparent and timely resolution of complaints and disputes.

How can we help you?

Although We strive to do things right and keep Our customers happy, complaints and disputes sometimes do occur. When this happens, Our objective is to resolve any disagreement as quickly and amicably as possible.

We will:

  • provide all reasonable assistance in the formulation and lodgement of Your complaint or dispute,
  • only ask for and take into account relevant information in considering the complaint or dispute,
  • if requested, allow You to have access to information about You that We have relied on in assessing the complaint or dispute, except in special circumstances, such as where this would breach any laws (e.g. Privacy) or prejudice Us in relation to the complaint or dispute. If We are not able to provide information requested by You We will explain the reasons for this,
  • immediately initiate action to correct any identified error or mistake in dealing with a complaint or dispute, and
  • keep You informed of the progress of Our response to Your complaint or dispute.

All complaints and disputes are treated in confidence.

How to Make a Complaint

You may notify Us of any complaint via telephone, in writing, by email or in person. We focus on a ‘timely resolution’ and act with a sense of urgency.

Our Internal Dispute Resolution (IDR) Process

If You have any concerns about Our conduct or the way Your claim is being/or has been handled, please contact Our office.

If via the telephone Our staff are appropriately authorised to deal with Your concerns.

If Your concerns cannot be dealt with to Your satisfaction immediately, the matter is escalated to Our Complaints Officer.

Any complaint in writing, by email or in person will be referred immediately to Our Complaints Officer.

We will acknowledge receipt of your complaint within 1 business day and do our utmost to resolve the complaint to your satisfaction within 10 business days.

Dependent on the insurer of your policy, If we cannot resolve your complaint to your satisfaction, we will escalate your matter to the applicable insurer.

For instance, when Your policy is issued through Certain Underwriters of Lloyd’s and WIP is unable to resolve your complaint, we will escalate your matter to Lloyd’s Australia who will determine whether it will be reviewed by their office or the Lloyd’s UK Complaints team.  Lloyd’s contact details are:

Lloyd’s Australia Limited
Email: idraustralia@lloyds.com
Telephone: (02) 8298 0783
Mail: Suite 1603 Level 16, 1 Macquarie Place, Sydney NSW 2000

A final decision will be provided to you within 30 calendar days of the date on which you first made the complaint.

External Dispute Resolution (EDR) Process

If Your complaint is unresolved or not resolved to your satisfaction within 30 calendar days, We will inform you of the reasons for the delay and that you may take the complaint or dispute to an external dispute resolution process. You may also refer your complaint to the Australian Financial Complaints Authority (AFCA) at any time.

Our Complaints Officer will provide full co-operation with the EDR body including the timely provision of all information and documentation required. Any determination of the EDR is implemented immediately.

Australian Financial Complaints Authority:
www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678
Mail: GPO Box 3, Melbourne VIC 3001

How much does this process cost you?

The complaints service is free of charge.

How to Contact Us

Complaints Officer
Email: complaints@n2nclaims.com.au
Telephone: 1800 999 626
Mail: Locked Bag 3111, Rhodes NSW 2138

 

Effective Date: 1/07/2021

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