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     AHI Position Statement re: Civil Unrest Hong Kong International Airport

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Financial Ombudsman Service is changing

Notice of change: Financial Ombudsman Service replaced by Australia Financial Complaints Authority effective 1 November 2018.

AHI continues to be committed to our history of award winning customer service. As part of this, we have in place a robust dispute resolution process that ensures all disputes are resolved as quickly as possible. 

As part of our dispute resolution process, customers have previously been able to escalate a dispute to the Financial Services Ombudsman (FOS). Effective 1 November 2018, FOS has been replaced by the Australian Financial Complaints Authority (AFCA).

You can visit www.afca.org.au to find out the types of complaints AFCA can consider about insurance products. It also tells you what to do next if you want to make a complaint.  

With this change from FOS to AFCA, effective 1 November 2018, the following Dispute Resolution statement replaces all of AHI’s previous Dispute Resolution statements issued.

Dispute Resolution

We and AHI will do everything possible to provide a quality service at all times. If there are any concerns or complaints about Our products or service, AHI staff are always available to listen and help where they can.

If, after talking to a staff member, the complaint remains unresolved, it can be taken further upon request in writing or verbally. We will undertake to provide an answer to the Insured or Insured Person within fifteen (15) consecutive business days, subject to all necessary information being provided.

If, the complaint remains unresolved to the Insured’s or Insured Person's satisfaction, the matter can be referred (in writing) and reviewed through AHI’s Complaints and Dispute Resolution Process, which is free of charge.  Please contact the Disputes Resolution Manager - see contact details for AHI in this Product Disclosure Statement.  The process will undertake to provide an answer to the Insured or Insured Person within fifteen (15) consecutive business days, subject to all necessary information being provided.  

If the Insured or Insured Person is not satisfied with the outcome of the dispute resolution process or We cannot agree on alternative timeframe and would like to take the complaint further, the Insured may refer the matter to the Australian Financial Complaints Authority (AFCA), an external dispute resolution body, subject to eligibility.  Access to the AFCA process is free of charge.  

Please contact AHI to request further information about AFCA or contact:

Australian Financial Complaints Authority

GPO Box 3

Melbourne VIC 3001

Telephone: 1800 931 678

Email: info@afca.org.au

Web: www.afca.org.au