Complaints & Disputes

All Parks Insurance ABN 25 151 703 525, AFSL 49483, treats all complaints regarding our products and services seriously. If you are dissatisfied in any way, then you may lodge a complaint using our complaints process.

IF YOU HAVE A COMPLAINT

If you have an Insurance Broker, please contact them in the first instance and, in any event, please address complaints to:

Complaints Officer - All Parks Insurance
2/6 Margaret Street
Wyong NSW 2259
Phone: (02) 4355 4027
Email: allparks@allparks.com.au

You can complain to us using the contact details above.

There is no cost to you for us handling your complaint.

We will:

  • Acknowledge your complaint.
  • Provide you with the name and contact details of the person assigned to reviewing it
  • Do our utmost to resolve the complaint to your satisfaction within 10 business days
  • If we cannot resolve your complaint within 10 business days, we will provide updates every 10 business days, unless you agree to a different timeframe
  • Provide a final decision within 30 calendar days of the date on which you first made your complaint, unless certain exceptions apply
  • If we cannot provide a final decision in this timeframe, we will tell you, in writing, the reasons for the delay and your right to take the complaint to the Australian Financial Complaints Authority (AFCA)
  • Give you the information we relied on when making a decision about your complaint within 10 business days of you asking for it

Lloyd’s Dispute Resolution Process

If we cannot resolve your complaint to your satisfaction, we will escalate your matter to Lloyd’s Australia who will determine whether it will be reviewed by their office or the Lloyd’s UK Complaints team.

Lloyd’s contact details are:

Lloyd’s Australia Limited
Email : idraustralia@lloyds.com
Telephone : (02) 8298 0783
Post : Suite 1603 Level 16, 1 Macquarie Place, Sydney NSW 2000

If neither our nor Lloyd’s decision resolves your complaint to your satisfaction, you have the right to take your complaint to the next stage of the complaints process.

EXTERNAL DISPUTE RESOLUTION

If your complaint is not resolved to your satisfaction following the complaints process, or if your complaint is not resolved within 30 days of receipt, or if you do not wish to await the outcome of the complaint process set out above, you may be entitled to take your complaint to the Australian Financial Complaints Authority (AFCA), subject to its Rules.

You need to take your complaint to AFCA within two years of our final decision. AFCA is an independent external dispute resolution scheme approved by the Australian Securities and Investments Commission. Its service is free to consumers and can be contacted as follows:

Australian Financial Complaints Authority

GPO Box 3
Melbourne, Vic 3001
Telephone: 1800 931 678
Email: info@afca.org.au
Website: www.afca.org.au