Product Disclosure Statement
- Important Messages
- The General Insurance Code of Practice
- Part 1 - Product Disclosure Statement
- Part 2 - Policy Wording
- Definitions Applicable to Your Policy
- Section 1 - Your Home: The cover
- Section 1 - Your Home: Additional benefits
- Section 2 - Your Contents: The cover
- Section 2 - Your Contents: Additional benefits
- Section 3 - Legal Liability: The cover
- Section 4 - Enthusiast Section
- Section 5 - Unspecified Personal Effects
- Section 6 - Specified Personal Effects
- Exclusions Applicable to Your Policy
- Conditions Applicable to Your Policy
- What to do if You have a claim
- What to do if You have a complaint
What to do if You have a complaint
Our goal is to have You as a happy, long-term customer. We want You to be completely satisfied in all Your dealings with Us.
Shannons is committed to dealing with Our customers by:
listening carefully to what You tell Us;
being accurate and honest in telling You about Our products and services;
communicating with You professionally and in plain language; and
resolving any complaints or concerns You have with Us.
So if You think We have let You down in any way, or Our service is not what You expect please let Us know so We can help.
How to tell Us when You are not happy (or even if You just want to clarify something)...
You can tell Us:
By phone
If You have a complaint please phone 13 46 46. If We are unable to resolve the matter over the phone We will ask You to put it in writing.
In writing
Send Us the full details of Your complaint, including any supporting documents and evidence, and explain what You would like Us to do. Please address this information to Your nearest Shannons branch. These are listed here.
In person
Come in and talk to Us, face to face at Your local Shannons branch.
Rest assured... This is what We will do...
If You phone, You will be told the name of the most appropriate person to deal with the matter. If You write to Us, Your letter will be directed to the correct person.
In either case:
Your complaint will be handled by the person who has authority to deal with it; and
this person will consider the facts and contact You to resolve Your complaint as soon as possible, usually within 24 hours of receipt.
If this person is not able to resolve the matter to Your satisfaction, then it will be referred to a Dispute Resolution Manager who has the authority to deal with it and You will be contacted within five business days.
If this person is not able to resolve the matter to Your satisfaction, then it will be referred to the Chief Executive. You will be sent Our final decision in writing within 15 business days from the date You first made Your complaint.
And if Your complaint remains unresolved...
We expect Our procedures will deal fairly and promptly with Your complaint. However if You remain dissatisfied You also have external dispute resolution options such as mediation, arbitration or legal action. You can also raise certain complaints directly with the Insurance Ombudsman Service (Service). This is an independent body and its service is free to You. We agree to accept the Service's decision. Again, You have the right to take legal action if You don't accept the Service's decision.
You can write to them at:
Insurance Ombudsman Service Limited
PO Box 561
Collins Street West
Melbourne VIC 8007
or phone:
1300 78 08 08 for the cost of a local call anywhere in Australia.
