Feedback/Complaints

Our Commitment to Exceed Customers Expectations

The Directors and staff of Insurance Logic Pty Ltd t/as Logical Insurance Brokers (Logical) are committed, collectively and as individuals, to strive for excellence at all times, using the best-suited products and services to deliver benefits and covers for the benefit of our customers.

However, for one reason or another a concern or complaint may arise occasionally and it is important that you are aware of our commitment to resolving these matters internally to your satisfaction as soon as possible. Therefore, if you have any questions, concerns or need to make a complaint about your service standards we have established internal controls to ensure that we will handle your complaint fairly and efficiently with the aim of obtaining an early resolution.

If you are still dissatisfied with our decision or action we have a disputes handling process as detailed below and will keep you informed of any progress along the way.

Disputes resolution processes

Internal Disputes Resolution (IDR)

For any concern or complaint about our services, you should contact Logical by telephoning NSW 02 9328 3322 or in writing to PO Box 103, Darlinghurst, NSW 1300 or by email to team@logicalinsurance.com.au.

Your concern will be dealt with promptly and fairly. If the matter is not resolved to your satisfaction within two working days, it will be referred to our Complaints Manager, James Cotis, who will review your complaint and respond within five working days.

If you are not satisfied with the Complaints Manager’s decision, you can request that the complaint be referred to the board of directors. The board will assess the complaint and instruct the Complaints Manager to implement any decision it makes to resolve the complaint satisfactorily. The board’s assessment will be guided by the financial services laws and it will do all things necessary to ensure that the services are provided efficiently, honestly and fairly. If you are still dissatisfied with our decision, you can undertake to have the matter resolved externally.

To download a copy of our Internal Dispute Resolution process, please click here.

External Disputes Resolution (EDR)

You can raise complaints about our services directly with the Australian Financial Complaints Authority Ltd (AFCA). AFCA is approved by ASIC as an external dispute service. Logical is a member of AFCA.

There is no cost to you to take any dispute to AFCA. The decision of the AFCA is not binding on you. You may decide not to accept the decision and take your own action against Logical.

You can contact AFCA and speak to one of its officers by telephoning 1800 931 678. Alternatively, you can download information about complaints from AFCA’s website at www.afca.org.au and submit a written complaint form to AFCA GPO Box 3, Melbourne, Vic 3001.

Insurance Brokers Code of Practice

Logical subscribes to the NIBA Insurance Brokers Code of Practice. To view a copy of the Code, click here.