Master Builders Insurance Services Complaints Resolution
We subscribe to the National Insurance Broker Association Code of Practice (updated 1 November 2023) and have legal obligations under our Australian Financial Services License to support our customers with complaint resolution.
Master Builders is committed to:
- Listening to what you tell us
- Being accurate and honest in telling you about our products and services
- Communicating with you clearly, and
- Resolving any complaints or concerns you have in a fair, transparent, and timely manner.
If you are not satisfied with our service, you may express your concerns and/or complaints to our Complaints Officer in writing, by telephone or e-mail. You should provide us with comprehensive details to enable us to investigate your complaint fully. Any information you provide to us will be treated with the strictest confidence.
Should you wish to express your concerns and/or register a complaint, please contact our Complaints Officer:
- By email: insurance@mbqld.com.au
- By phone: 1300 13 13 26
- In writing: 417 Wickham Terrace, Brisbane QLD 4000
We will promptly acknowledge receipt of a complaint and provide you with information about our internal dispute resolution process and timeframes. Complaints can usually be resolved on the spot, or within five (5) business days, however, will take no longer than thirty (30) calendar days.
During our investigation, we will keep you informed about the progress of your complaint at least every ten (10) business days. When we have completed our investigation, we will provide you with a written response outlining the outcome, the reason for the decision and your review rights.
Complaints relating to services or products provided by your Insurer
If your complaint relates to the services or products provided by your insurer, we will offer to assist you in resolving the matter on your behalf.
You will be informed of the progress of, and the timeframe for, responding to your complaint.
Seek review by an external service
We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you may be able to access the services of the Australian Financial Complaints Authority (AFCA).
Should you wish, you may be able to register your concerns or complaints with AFCA directly. They, in turn, will refer the matter to our Complaints Officer for further investigation.
AFCA provides fair and independent financial services complaint resolution that is free to consumers. Any determination AFCA makes is binding on us, provided you also accept the determination. You do not have to accept the determination and you have the option of seeking remedies elsewhere.
AFCA has authority to hear certain complaints. More detail on the types of insurance complaints AFCA can review is available online or contact AFCA to confirm if they can assist you.
You can contact AFCA:
- By phone: 1800 931 678
- By email: info@afca.org.au
- In writing: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001
- By visiting: www.afca.org.au