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The General Insurance Code of Practice

We adhere to the General Insurance Code of Practice (Code). The purpose of the Code is to raise the standards of practice and service in the general insurance industry. The Code Governance Committee (CGC) is an independent body that monitors and enforces insurers’ compliance with the Code. If you would like a copy of the Code or if you want more information about the Code or the CGC you can visit www.codeofpractice.com.au.

Interpreter services

If English is a second language, or you need assistance with interpreting you can access an interpreter by calling the Translating and Interpreting Services (TIS) on 13 14 50. The TIS can interpret more than 150 languages, is available twenty-four (24) hours a day, seven (7) days a week and is accessible from anywhere in Australia for the cost of a local call.

Speech or hearing impaired

If you have a speech or hearing impairment, we recommend that you contact the National Relay Service (NRS), which can help you communicate in a number of ways. Their website can be found here and you can also contact them on:

  • Voice Relay number
    1300 555 727
  • TTY number
    133 677
  • SMS relay number
    0423 677 767

Complaints

Our commitment to you

Virginia Surety Company Inc. (VSC) treats complaints seriously and believes you have the right to an honest, efficient, fair, transparent and timely service from us at all times. If you are dissatisfied with any of our products, services, complaints handling or staff and you wish to make a complaint, please contact us and we will endeavour to resolve your complaint as quickly as possible

What is a complaint?

A complaint is an expression of dissatisfaction made to or about us, related to our products, services, staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected, or legally required.

Step 1: Contact VSC’s internal dispute resolution panel

If you have any concerns or complaints about our product, service, staff or how your claim has been handled, you may in the first instance contact VSC by email to customerfeedback@assurant.com or by phone on 1300 654 611. We may ask for further relevant information to assist with our process. This can include:

  • A description of the complaint
  • Your desired outcome
  • Any instructions you would like us to follow, such as how to contact you or any support needs you may have

We will investigate the complaint and keep you informed of the progress no less than every ten (10) business days unless it is resolved earlier or you agree to a different timeframe. We will respond in writing within thirty (30) calendar days of receiving all the necessary information. If we cannot meet any of the stated time frames, we will communicate to you the reasons why this has not been possible and when you should expect to receive a response or decision. If you are not satisfied with our response, you have the right to take the complaint to the Australian Financial Complaints Authority (AFCA).

Step 2: External dispute resolution scheme

If our response does not satisfactorily resolve your complaint, or if we have not resolved your complaint within thirty (30) calendar days of the date we first received your complaint, you can seek an external review via AFCA. AFCA is an independent national scheme for consumers, aimed at resolving disputes between the insured and their insurer. AFCA can advise you if your dispute falls within their respective rules. AFCA’s contact details are:

  • Website: www.afca.org.au
  • Email: info@afca.org.au
  • Phone: 1800 931 678 (free call)
  • Post: GPO Box 3, Melbourne VIC 3001

You can access this scheme for free and any decision AFCA makes is binding on us but not on you.

Next steps

If you choose to lodge your dispute with AFCA, they will contact us and ask for a response from both parties. Response times requested by AFCA vary depending on the situation. If AFCA advises you that their rules do not extend to you or your dispute, you can seek independent legal advice or access any other external dispute resolution options that may be available to you.