Code of practice

Code of practice

Our commitment to higher

standards and professionalism

Our commitment to higher

standards and professionalism

Touch base with us online

Applies from 15th October 2019

Applies from 15th October 2019

Touch base with us online

Insurance brokers code of practice

Horsell Duffy Langley subscribes to the Insurance Brokers Code of Practice.

The Insurance Brokers Code of Practice demonstrates the Australian insurance broking industry’s professional commitment to its clients. It describes key service standards that clients can expect from brokers, as well as an overview of the complaints and disputes handling process.

The Code has been specifically developed by the National Insurance Brokers Association (NIBA) to be a user-friendly and helpful tool for both insurance brokers and their clients.

The Code provides that brokers:

  • Act in the best interests of the client.
  • Provide advice and guidance to enable clients to make informed decisions on risk and insurance protection.
  • Provide full and accurate information for effective underwriting.
  • Respect the client’s confidentiality in relation to all records and information.
  • Ensure the validity and accuracy of all documentation.
  • Make available all relevant documentation, policies and certificates, endorsements, and premium calculations as may be required.
  • Be professional, efficient and responsive in all dealings.
  • In the event of a claim, take every step necessary to ensure prompt and fair settlement.
  • Work towards maintaining and enhancing the reputation of NIBA and its members.
  • Act in the spirit of the Code and encourage others to do likewise.

Contact us

If you have questions about the complaints process or the progress of your complaint please contact the Complaints Officer directly during business hours on:

Telephone:
+612 9252 6095

Email:
info@hdlbrokers.com.au

Alternatively, you can contact us via:

Horsell Duffy Langley
Level 3,
205 Clarence Street
Sydney NSW 2000

Telephone
1300 565 622

Complaints & How to Resolve them

Horsell Duffy Langley’s board, management and staff have a commitment to efficient and fair resolution of complaints. Our Company demonstrates a culture that acknowledges customers’ rights to complain and which actively solicits feedback from customers.

Our Internal Dispute Resolution (IDR) procedure is in place to ensure that you have access to an impartial review of any issues you experience with our services.

How to make a complaint

If you have a concern about HDL, please contact your broker and explain the issues that you are dissatisfied with. If your concerns are complex we may ask you to put them in writing.

If your broker is unable to resolve your complaint immediately, or within 5 business days, we will refer it to the Complaints officer who will review the complaint and advise you in writing of the expected time for resolution.

You can also refer your service enquiry or complaint to the Complaints Officer at any time.

When we receive a complaint we will acknowledge it in writing and will identify actions to resolve the complaint where possible. We will also endeavour to provide you with a decision within 25 business days of the date of the notification of your complaint., However if your complaint is complex and we think we will need more than 25 days to resolve it, we will contact you to agree an alternative timeframe.

What to do if you are not satisfied with our response?

If you are not satisfied with the response provided you may be able to refer your complaint to the Australian Financial Complaints Authority Limited (AFCA).

AFCA is an independent external dispute resolution scheme approved by the Australia Securities and Investment Commission (ASIC) and its services are free to you. We are a member of this scheme and we agree to be bound by its determinations about a dispute.

Please note that before AFCA can investigate your complaint, they do require you to have first provided us with the opportunity to address the complaint.

Further details regarding AFCA can be obtained from their website (www.afca.org.au), or alternatively you can contact AFCA as follows:

Phone: 1800 931 678 (free call)

Email: info@afca.org.au

Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001.

If your complaint or query relates to the way your insurer has handled a claim under your policy or the way the policy operates, our claims team would appreciate the opportunity to assist you achieve the best possible outcome with the insurer.

Complaints relating to a Lloyd’s Policy

Complaints that involve a policy bound by a Lloyd’s market are subject to the requirements of the General Insurance Code of Practice. This involves a two stage complaints handling process.

Stage One

Please refer your complaint to HDL’s Complaints Officer using the contact details provided. We will respond to your complaint and will endeavour to provide you with a decision within 15 business days of the date of notification of your complaint.

If we are unable to respond to your complaint within 15 business days because we have not received all the necessary information, we will advise you of the expected timeframe required to address your complaint and any other additional information that we require.

If you are dissatisfied with your response, you have the right to escalate the matter directly to Lloyd’s.

Stage Two

This stage is managed by Lloyd’s Senior Dispute Resolution Officer who can be contacted as follows:

Phone: +612 9223 1433

Email: idraustralia@lloyds.com

Mail: Lloyd’s Australia Limited, Level 9, 1 O’Connell Street, Sydney NSW 2000

For full details of this process, please refer to the Lloyd’s Complaint Handling Guidelines at www.lloyds.com.

Insurance brokers code of practice

Horsell Duffy Langley subscribes to the Insurance Brokers Code of Practice.

The Insurance Brokers Code of Practice demonstrates the Australian insurance broking industry’s professional commitment to its clients. It describes key service standards that clients can expect from brokers, as well as an overview of the complaints and disputes handling process.

The Code has been specifically developed by the National Insurance Brokers Association (NIBA) to be a user-friendly and helpful tool for both insurance brokers and their clients.

The Code provides that brokers:

  • Act in the best interests of the client.
  • Provide advice and guidance to enable clients to make informed decisions on risk and insurance protection.
  • Provide full and accurate information for effective underwriting.
  • Respect the client’s confidentiality in relation to all records and information.
  • Ensure the validity and accuracy of all documentation.
  • Make available all relevant documentation, policies and certificates, endorsements, and premium calculations as may be required.
  • Be professional, efficient and responsive in all dealings.
  • In the event of a claim, take every step necessary to ensure prompt and fair settlement.
  • Work towards maintaining and enhancing the reputation of NIBA and its members.
  • Act in the spirit of the Code and encourage others to do likewise.

Contact us

If you have questions about the complaints process or the progress of your complaint please contact the Complaints Officer directly during business hours on:

Telephone:
+612 9252 6095

Email:
compliance@hdlbrokers.com.au

Alternatively, you can contact us via:

Horsell Duffy Langley
Level 3,
205 Clarence Street
Sydney NSW 2000

Telephone
1300 565 622