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Complaints

OUR COMMITMENT TO YOU

The service standards of Blue Zebra Insurance Pty Ltd (ABN 12 622 465838, AFSL No. 504130) ('BZI') are high and we want to support our customers properly. That is why we are committed to delivering a valuable service to our customers. We have a philosophy of continuous improvement, so if any of our products or services, including that of our brokers, do not meet your expectations let us know so we can address these issues. This document summarises the process you can expect BZI to undertake in order to resolve your complaint. BZI has developed its complaints handling process to comply with legislative, regulatory, and industry standards, including the Insurance Council of Australia ('ICA') General Insurance Code of Practice.

Step 1: Reviewing, assessing and resolving your complaint
When dealing with your complaint you can expect BZI:
  • To deal with your complaint in accordance with our complaints handling procedure, and to provide information about the process upon your request.
  • To deal with your complaint free of charge.
  • To deal with your complaint in accordance with the General Insurance Code of Practice, and provide you with access to a copy of the Code of Practice upon your request.
  • To deal with your complaint in accordance with BZI's Privacy Policy, and to provide you with access to a copy of that policy upon your request.
How we resolve your complaint
We welcome every opportunity to resolve any concerns you may have with any of our products or service.
Firstly, we suggest you contact your insurance broker. If your concern is not resolved to your satisfaction please follow these steps:
Step 1: Contact BZI You can contact BZI by:
Phone: 1300 171 531
Email: compliance.manager@bzi.com.au
Mail: PO BOX R804, ROYAL EXCHANGE NSW 1225
BZI strives to resolve the complaint at the time of initial contact. If not immediately resolved BZI will commit to responding to your complaint within 15 business days of first being notified of the complaint or agree a reasonable alternative timetable with you.
To enable us to consider your complaint fully and quickly, you will need to provide the following three pieces of information:
  1. An explanation of the situation and incidents that led to the complaint;
  2. Any new information not currently in BZI's possession that may have a bearing on our understanding of the complaint; and
  3. A formal statement of any action that you would like BZI to take to resolve the complaint.
Upon final consideration of your complaint we will inform you of our proposed resolution and the timeframe we will take to implement.

Step 2: Internal Dispute Resolution
If you are not satisfied with BZI's response you may refer it in writing to our Internal Dispute Resolution Committee, which is independent of the original complaint process. The committee will acknowledge your complaint in writing within 2 business days of receipt. If the committee requires further information, a request will be made of you at this time. The committee will investigate all details of your complaint and will provide a written response outlining any reason for the decision and will inform you of any action BZI intends to take in resolution of the complaint.
The committee will respond within 15 business days. Should this not be possible, the committee may discuss that with you and request a later response date.
You may write to our Internal Dispute Resolution Committee at: BZI IDR Committee, PO BOX R804, ROYAL EXCHANGE NSW 1225, Phone: 1300 171 535 Email: resolution@bzi.com.au

Step 3: External Dispute Resolution
If we are unable to resolve your complaint within 45 days of the date we first received your complaint or if an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call) [1]
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
In the event that AFCA considers that the nature of your complaint falls outside its terms of reference, then you may wish to consider obtaining independent legal advice to examine other courses of action potentially available to you to resolve this matter.