Code of practice
Westpac General Insurance (WGIL) has adopted and is committed to abiding by the General Insurance Code of Practice ('Code').
The Code sets out minimum standards of customer service that WGIL upholds in the services provided to you. These standards apply to:
- The initial enquiry and buying of insurance, and the renewal of cover;
- The selling of products
- The training of WGIL's representatives
- Claims handling; and
- Complaints handling.
In accordance with the objectives of the Code and our internal service standards:
- WGIL ensures that its staff and service providers have adequate training to carry out their claim handling tasks and functions competently
- Within 10 business days of receiving your claim;
- If no further information, assessment or investigation is required, WGIL will decide to accept or deny your claim and notify you of the decision; or
- If we consider that further information, assessment or investigation is required, WGIL will:
- Notify you of the detailed information required to make a decision on your claim;
- If necessary, appoint a loss assessor; and
- Provide an initial estimate of the time required to make a decision on your claim.
- WGIL accepts responsibility for the quality of workmanship and materials where WGIL has selected and directly authorised a repairer; and
- WGIL has in place complaints handling procedures should you have any dissatisfaction regarding the handling of your claim.
For more detailed information about the Code and its operation please visit www.codeofpractice.com.au
What to do if you have a complaint
We are constantly striving to provide our customers with the best possible service. If you do have a complaint, we will do our best to resolve it with you quickly and fairly. If you have a complaint about your policy, our service, the way the policy was sold to you, or the way your claim is being handled, the following steps outline what you should do.
We ask that you first contact our Insurance Consultants on:
If the Insurance Consultant is unable to resolve the matter they will escalate your complaint to a senior team member. Your complaint will be acknowledged within 2 business days and you will be kept informed of the progress of your complaint at least every 10 business days. We will try to resolve your complaint within 15 business days however, if we consider that further information or investigation of the complaint is required, we will agree reasonable alternative timeframes with you.
If your complaint is not resolved and an agreement cannot be reached, we will notify you of your right to take your complaint to the next stage. The Team Leader or Manager will respond to your complaint in writing.
If you are still not satisfied with the outcome, you may ask us to refer the dispute to our Internal Dispute Resolution Officer who will review the matter.
The Internal Dispute Resolution contact details are:
Internal Dispute Resolution Officer
Home and Landlord Insurance
GPO Box 4451
Sydney NSW 2001
Phone: 1300 369 989 for claims enquiries
Phone: 1300 650 255 for policy and service enquiries
Fax: (02) 8254 6979
The Internal Dispute Resolution Officer will contact you to acknowledge your complaint, and keep you informed of the progress of your dispute at least every 10 business days. The Internal Dispute Resolution Officer will try to resolve your dispute within 15 business days. However, if further information or investigation is required, they will agree on reasonable alternative timeframes with you. The Internal Dispute Resolution Officer will respond to your dispute in writing.
You may be able to refer your complaint to the Australian Financial Complaints Authority, including if we haven’t been able to resolve your complaint to your satisfaction, or 45 days have passed since you first told us about your complaint and you haven’t heard back from us. The Australian Financial Complaints Authority provides a free, independent dispute resolution service to consumers for most general insurance disputes. You may lodge a complaint:
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001
- Difficult circumstances – if you are experiencing financial difficulty or difficult personal circumstances, find out how we can help.
- Domestic and family violence – we believe in providing a level of extra care in the way we support customers, outlined in our .
Things you should know
*Quote and buy online and save 15% off your annual premium for the first year with promotional code COVER. Plus, save 10% when you combine home and contents at the same address under the one policy.
Home and Contents Insurance is issued by Westpac General Insurance Limited ABN 99 003 719 319 (except workers compensation cover where applicable). Westpac Banking Corporation ABN 33 007 457 141 distributes the insurance, but does not guarantee the insurance. This information does not take into account your personal circumstances. Read the Product Disclosure Statement to see if this insurance is right for you.