Complaints

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

How we handle complaints

Prosura welcomes every opportunity to improve customer experiences and encourages you to contact us if you’re unhappy with our service or products. You can raise a complaint by contacting our Customer Service team. We will acknowledge your complaint within one business day of receiving it, or as soon as possible.

Internal Dispute Resolution (IDR) Process

Step 1If we can’t immediately resolve your complaint, we’ll arrange for our Customer Resolutions team to contact you within two (2) business days. The Customer Resolutions team will work as quickly as possible to investigate your complaint in a fair and efficient way.

Step 2If the Customer Resolutions team can’t resolve your complaint, it will be reviewed by our IDR Committee. The IDR Committee is made up of representatives from various parts of the business. We will review your complaint in an objective and fair way. The IDR Committee will send you a written IDR response no later than 30 calendar days from the date you first lodged your complaint. If the IDR Committee cannot meet this timeframe, we will tell you why.

External dispute resolution

If you remain dissatisfied, you can contact the Australian Financial Complaints Authority (AFCA) on the details set out below. AFCA is free to consumers and provides fair and independent financial services complaint resolution.

Phone: 1800 931 678 (free call) | Email: info@afca.org.au | Website: www.afca.org.au In writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Company

Product

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.

For rentals in New Zealand by all residents (except for Australian 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 ('Pacific'). You should consider the Policy Wording before making any decisions about this insurance policy. Terms, conditions, limits, and exclusions apply. For information regarding Pacific's financial strength and solvency, please visit www.pacificins.co.nz/financial-strength-solvency. Pacific is regulated by the Reserve Bank of New Zealand (RBNZ).