Our ongoing commitment is to provide fast, fair, and better service than the competition. If you are dissatisfied with our service, the cover provided under your policy, or the way we have treated you, we encourage you to let the person with whom you have been dealing know so that they can assist in resolving the matter. If they are unable to resolve your matter, then you may lodge a dispute with us by emailing your complaint to your Customer Service Officer. We will review your matter within fifteen (15) business days, and give you our written response.
If you receive our response and feel your issue has still not been resolved to your satisfaction, you can email the Internal Dispute Resolution (IDR) representative at [email protected] and request that he or she review your dispute.
In the unlikely event that your concerns are not resolved to your satisfaction by the Internal Dispute Resolution Committee or your complaint has not been resolved within 45 days, there are a number of options available for you to pursue this matter further. One of these is to refer the matter to the Australian Financial Complaints Authority:
Australian Financial Complaints Authority
Call: 1800 931 678
Post: GPO Box 3, Melbourne, Victoria 3001
Email: [email protected]
Should you decide on this course of action, you are required to submit your referral request within two (2) years of the date of your IDR letter. Your referral submission should include copies of all relevant material including a copy of this letter.
The General Insurance Code of Practice
Pacific is a member of the Insurance Council of Australia (ICA) and has adopted its General Insurance Code of Practice. This code provides information and education about insurance and sets forth standards of customer service and procedures to promote better relations between customers and insurers. It addresses insurance buying, claims handling, catastrophe and disaster response, education, and dispute resolution.
For more information about the code and to receive a copy for your records, go to codeofpractice.com.au.