Complaints & Dispute Resolution Process
At Canopy Insurance, we are committed to a prompt, fair, transparent and timely resolution of complaints and disputes.
How can we help you?
Although we strive to do things right and keep our customers happy, complaints and disputes sometimes do occur. When this happens, our objective is to resolve any disagreement as quickly and amicably as possible.
We will:
Provide all reasonable assistance in the formulation and lodgment of your complaint or dispute.
Only ask for and take into account relevant information in considering the complaint or dispute.
If requested, allow you to have access to information about you that we have relied on in assessing the complaint or dispute, except in special circumstances, such as where this would breach any laws (e.g. Privacy) or prejudice us in relation to the complaint or dispute. If we are not able to provide information requested by you we will explain the reasons for this.
Immediately initiate action to correct any identified error or mistake in dealing with a complaint or dispute.
Keep you informed of the progress of our response to your complaint or dispute.
All complaints and disputes are treated in confidence.
How to Make a Complaint
You may notify us of any complaint via telephone, in writing, by email or in person. We focus on a ‘timely resolution’ and act with a sense of urgency.
Our Internal Dispute Resolution (IDR) Process
If you have any concerns about our conduct or the way your claim is being/or has been handled, please contact our office.
If contacting via the telephone, our staff are appropriately authorised to deal with your concerns. If your concerns cannot be dealt with to your satisfaction immediately, the matter is escalated to our Complaints Officer. Any complaint in writing, by email or in person will be referred immediately to our Complaints Officer.
We, or the relevant insurer, aim to acknowledge receipt of your complaint within 1 business day and will advise the name and contact details of the employee assigned to liaise with you.
We, or the relevant insurer, will respond to your complaint in writing within 30 calendar days of first being notified of the complaint, provided we have all the necessary information and have completed any necessary investigations.
You will be kept informed of the progress no less than every 10 business days unless it is resolved earlier.
If we or the relevant insurer, is unable respond within 30 calendar days, you will be provided in writing, communication outlining the reasons for the delay and your right to complain to the Australian Financial Complaints Authority (AFCA) if you are dissatisfied.
External Dispute Resolution (EDR) Process
If we or the relevant insurer’s response following the IDR process does not resolve your complaint to your satisfaction, or if we or the relevant insurer have not resolved your complaint within 30 calendar days of the date we first received your complaint, you can seek an external review via the external dispute resolution scheme administered by Australian Financial Complaints Authority (AFCA). You may also refer your complaint to AFCA at any time.
Our Complaints Officer will provide full co-operation with the EDR body including the timely provision of all information and documentation required.
Determinations made by AFCA are binding on the intermediary/insurer, where relevant. If you would like to refer your dispute to AFCA, you must do so within 2 years of the final decision from IDR. AFCA may still consider a dispute lodged after this time if AFCA considers that exceptional circumstances apply.
Australian Financial Complaints Authority:
Email: info@afca.org.au
Telephone: 1800 931 678
Mail: GPO Box 3, Melbourne VIC 3001
How much does this process cost you?
The complaints service is free of charge.
How to Contact Us
Complaints Officer
Telephone: 1300 547 966
Mail: Locked Bag 3111, Rhodes NSW 2138
* Effective date – 18/11/2024