Complaints and Dispute Resolution Procedure

Stage 1: Immediate Response

The insurer is subject to the provision of the Insurance Council of Australia’s General Insurance Code of Practice. For more information, see www.codeofpractice.com.au.

If you have a concern, We usually sort it out over the phone immediately. If we can’t fix it immediately, we’ll register your issue as a complaint and start working to resolve it quickly. We’ll acknowledge your complaint within one business day of receiving it. Please reach out to us at:

Postal address:
The Complaints Officer
Agile Underwriting Services Pty Ltd
Suite 1, Level 6 171 Clarence St Sydney NSW 2000

Telephone: 1300 705 031
Facsimile: (+61 2) 9335 3467
Email: complaints@withagile.com

Remember to provide your policy number so we can swiftly address your concern or query. A qualified member of our team will manage your issue.

Stage 2: Internal Dispute Resolution Procedure

If you’re unsatisfied with our response from Stage 1, you can ask us to escalate it to our Internal Dispute Resolution team. You can use the exact contact details as above. We’ll acknowledge that we’ve received your escalation within one business day. Our team will thoroughly review your complaint and any relevant information. We’ll then send you a detailed written response explaining our decision and its reasons within 30 calendar days.

Stage 3: External Dispute Resolution Procedure

If you’re still not satisfied, or if we haven’t provided a final response within 30 calendar days, you can take your complaint to the Australian Financial Complaints Authority (AFCA). This option is available if your complaint falls within the AFCA’s rules. AFCA provides a free, independent service to resolve disputes.

Postal address:
Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001

Telephone: 1800 931 678
Email: info@afca.org.au

Your complaint must be referred to AFCA within 2 years of the final decision.