Complaints

We will handle all complaints in a fair, transparent and timely manner and in accordance with the General Insurance Code of Practice 2020.

Stage 1If you have a complaint, including in relation to our service, the cover provided under your policy, or the way you have been treated, we encourage you to let the claims officer you have been dealing with know so that they can assist in resolving the matter.

If you have not dealt with a claims officer, or you need to escalate the matter please lodge your dissatisfaction with us by contacting us by telephone, by mail, or by emailing us at claims@prosura.com.

We will respond to your request within fifteen (15) business days if we have all the information we need and have completed any investigation required.

Stage 2If you get our response and feel your issue has still not been resolved to your satisfaction, you can contact the Prosura Internal Dispute Resolution (IDR) representative at IDR@prosura.com or our mailing address and request that the IDR representative review your dispute.

You can also access the IDR representative through your claims officer.

External dispute resolution

If you disagree with the Prosura Insurance IDR representative’s decision, or your concerns have not been resolved within 45 days, you may contact the Australian Financial Complaints Authority (AFCA) for a review of our decision. AFCA is an independent external dispute resolution service. You can contact the service at 1800 931 678 (free call) or by email at info@afca.org.au. You can also visit the AFCA website at afca.org.au. There is no charge for this service.

Company

Product

Policies for rentals in Australia, or for Australian residents travelling in foreign countries:

Prosura Rental Vehicle Excess Travel Insurance Products are issued by Pacific International Insurance Pty Ltd ABN 83 169 311 193 (‘Pacific’). Prosura Pty Ltd ABN 59 638 142 720, Australian Financial Services Licence Number 530275, (‘Prosura’), has been authorised by Pacific to enter into policies and deal with them, as the agent of Pacific. Prosura does not act as your agent. Any advice provided by Prosura is general and does not take into account your objectives, financial situation or needs. Before making a decision please consider the Product Disclosure Statement and Financial Services Guide and the Target Market Determination. If you purchase a policy, we receive a commission which is a percentage of your premium - ask us for more details.

Policies for rentals in New Zealand by New Zealand residents:

We do not provide financial advice and do not make any recommendations or representations about the superiority or suitability of this product. You should consider obtaining independent advice before making any financial decisions. We will receive a commission if you choose to purchase a policy via this website.

Prosura Rental Vehicle Excess Insurance is underwritten by Pacific International Insurance Pty Ltd NZBN9429041356500, FSP394846. You should consider the Policy Wording before making any decisions about this insurance policy. Terms, conditions, limits, and exclusions apply. Pacific International Insurance Pty Ltd has a B++ (Good) Financial Strength Rating issued by A.M. Best. The rating scale is: A++, A+(Superior), A,A- (Excellent), B++, B+(Good), B, B- (Fair), C++,C+ (Marginal),C,C-(Weak), D (Poor), E (Under Regulatory Supervision), F (In Liquidation), S (Rating Suspended). For the latest rating, together with an overview of the rating process and rating methodologies, go to ambest.com A.M. Best is an approved rating agency under the Insurance (Prudential Supervision) Act 2010. Pacific International is regulated by the Reserve Bank of New Zealand (RBNZ).