Code of Practice

Code of Practice
Index
  1. Welcome to Shannons
  2. Shannons and the AAI group
  3. What is the General Insurance Code of Practice?
  4. How does The Code work?
  5. Shannons and The Code
  6. What should you do if you have a complaint?
  7. Working with The Code and the Financial Ombudsman Service
 

Welcome to Shannons

At Shannons we understand the passion, pride of ownership and emotional attachment you have for your vehicles. As a motoring enthusiast you take care and responsibility for your vehicles - and other important possessions such as your home and contents.

We have built our business on sharing the passion of our customers. We take our responsibilities to them and their possessions very seriously. That is why we are an active supporter of the General Insurance Code of Practice (The Code). It is designed to ensure that service standards of the insurance industry continually improve and keep pace with the expectations of all consumers.

We have prepared this section to highlight the value of The Code and explain why we believe it is important for our customers and our industry.

Shannons and the AAI group

Shannons is a subsidiary of AAI Limited (AAI) and a member of the Suncorp General Insurance Group. This comprises leading general insurance providers operating throughout Australia.

AAI holds an Australian Financial Services Licence and is the insurer of the policies arranged by Shannons. It has authorised Shannons to be its representative and offer a variety of tailored insurance advice, services and policies to motoring enthusiasts.

Suncorp companies, such as Shannons, are widely recognised for their focus on customer needs and their ability to provide a level of service and product innovation that is not found elsewhere in the general insurance industry.

The Suncorp Group has been active in developing the standards that are now key elements of The Code.

What is the General Insurance Code of Practice?

The Code sets minimum standards of service that are to be provided by insurance companies to their customers.

These standards go further than the strict legal requirements that apply to the general insurance industry in Australia.

The Code covers general insurance products such as home and contents, car, bike, recreational vehicle, and travel insurance.

It sets standards for buying insurance, claims, responding to catastrophes and disasters, information and education, and complaints handling.

How does The Code work?

Insurance companies who adopt The Code agree to have their activities monitored by the Financial Ombudsman Service (FOS). The FOS is an independent organisation that handles disputes between insurance companies and their customers.

Most customer matters are usually settled between insurance companies and their customers without the need for external dispute resolution. That is certainly the case with Shannons.

The Code does set high service standards. If these are not met, customers can report these breaches to the FOS who will then work with customers and insurance companies to settle disputes.

The FOS will also monitor the performance of insurance companies and their compliance with The Code.

Shannons and The Code

Because Shannons has signed up to The Code you can expect us to meet its standards - and often go further.

Here are some of the ways Shannons service culture and The Code will work together to meet your needs.

Buying Insurance
When you provide us with information you can be confident that it will be used only to assess your application.

If we cannot provide you with cover - we will tell you why and refer you to someone to help you find insurance.

Making a claim
If you are making a claim and have provided us with all the relevant information, and no further assessment is required - then you will be notified of our decision within 10 days.

If an investigator or assessor is appointed, we will let you know within five business days of that appointment.

Financial difficulties
If you are in urgent financial need as a result of a loss covered by your policy then we will speed up your claim. We may also consider an advance payment.

Repairing your property
If we select and directly authorise a repairer - then we will also accept responsibility for the quality of the repairs and materials.

What should you do if you have a complaint?

If you have a complaint you can call, write, email, fax or visit us about your concerns. The "How We Resolve Your Complaints" section in our Product Disclosure Statement (PDS) gives a comprehensive guide of what you can expect from our complaints resolution process. Your complaint will usually be resolved before the end of next business day but if it is more serious, the relevant team leader or manager will review your complaint and contact you no later than 5 business days from when the complaint was first made. Our contact details are here.

If you are not satisfied with our resolution, the matter will be referred to our Internal Dispute Resolution (IDR) team. IDR will provide you with their final decision within 15 business days of your complaint being referred to them. IDR's contact details are below.

Phone: 1300 240 664
Writing: Internal Dispute Resolution, Shannons, PO Box 14180, Melbourne City Mail Centre, Victoria 8001
E-mail: idr@shannons.com.au
Fax: 1300 316 047

Even if we are still considering your complaint, if we are unable to provide you with a resolution within 45 days, you can then take your complaint to the Financial Ombudsman Service (FOS). FOS' contact details can be here

Working with The Code and the Financial Ombudsman Service

The Financial Ombudsman Service (FOS) is an independent body. If you are unhappy with the outcome of your discussions with us on your complaint then you can contact them. They can also tell you more about The Code. We have agreed to work with the FOS on the resolution of any customer complaints should that be necessary.

You can contact the FOS at:
Financial Ombudsman Service
PO Box 561
Collins Street West
Melbourne, Vic 8007

Tel: 1300 78 08 08

Email: info@fos.org.au

Or visit: www.fos.gov.au