How do I make a complaint?

Occasionally disputes or complaints do occur and when they do we try and resolve them as quickly and easily as possible.

If you are unhappy with our service in any way, please contact our Complaints Officer, Kirsty Dowell on 1300 280 270 or email kirsty.d@stellarinsurance.com.au in the first instance.

Your complaint will be acknowledged within 7 days and we will do everything we can to resolve the matter within 20 business days of receipt of your complaint. We will keep you informed of the progress towards resolving your complaint every step of the way. 

If in the unfortunate situation we can’t resolve your complaint to your satisfaction, we are a member of the Australian Financial Complaints Authority or ‘AFCA’ a free consumer service and you have the right to refer the matter to them.

AFCA can be contacted on 1800 931 678 or visit www.afca.org.au  

 

Insurance Brokers Code of Practice

We subscribe to the Insurance Brokers Code of Practice and it is our profession’s promise to you that we will act in your best interests at all times and be open and honest with you every step of the way.

You can read everything you need to know about the Insurance Brokers Code of Practice here