Our internal disputes resolution process

We strive to make our clients happy by meeting, if not exceeding, their expectations. At all times, we endeavour to act efficiently, honestly and fairly. However, occasionally complaints or disputes do occur.

If they do, we will attempt to resolve them by carefully listening and responding a professional, fair and timely manner. Please tell us about any issues you may have with our service so we can look to continually improve our service offerings.

As a member of the National Insurance Brokers Association (NIBA) we subscribe to the Insurance Brokers Code of Practice (the Code). The Code promotes efficiency in transactions by describing standards of good practice and the level of service to be expected from its members. In short, it’s our promise to you that we will act in your best interests at all times and be open and honest with you. You can read or download a copy of the code on NIBA’s website at www.niba.com.au/insurance-brokers-code-of-practice.

As a member of the National Insurance Brokers Association (NIBA) we subscribe to the Insurance Brokers Code of Practice (the Code). The Code promotes efficiency in transactions by describing standards of good practice and the level of service to be expected from its members. In short, it’s our promise to you that we will act in your best interests at all times and be open and honest with you. You can read or download a copy of the code on NIBA’s website at www.niba.com.au/insurance-brokers-code-of-practice.

We have effective and streamlined procedures for dealing with complaints and disputes about our services, products, employees, or agents.

  1. In the first instance, you can let us know about your complaint by:
    1. Contacting your broker who handles your insurance matters and explain your complaint; or
    2. Writing to us, explaining your complaint and attaching any necessary documentation; or
    3. Visiting us and explaining your complaint.
  2. In the first instance, you can let us know about your complaint by:
  3. We will acknowledge your complaint in writing and will endeavour to resolve your problem within 30 calendar days through our internal disputes resolution process. We will keep you informed of our progress during this period.
  4. If you are still not satisfied, Regional Insurance Brokers subscribe to the Australian Financial Complaints Authority (AFCA), a free customer service, which handles complaints against brokers. You can refer your complaint to AFCA who will conciliate with a view to seeking a solution that is acceptable to both parties.

Further information about AFCA is available from our office, or contact the AFCA directly on:

Telephone: 1800 931 678,
Email: info@afca.org.au,
Mail: GPO Box 3, Melbourne, VIC 3001
or website www.afca.org.au

Once you have lodged the claim

  • You may be asked to obtain estimates for repairing any damage; and/or
  • to obtain quotations for the replacement of any items lost or destroyed.
  • Any estimates or quotations should be sent to your claims contact to inspect and/or investigate. Except in an emergency or to prevent any further damage, repair instructions should not be given without our prior agreement.
  • When you are satisfied with the repairs, the invoice should be paid by you and the receipted invoices should then be forwarded to the Claims for payment to you.
  • For more information regarding the claims process, please see the Product Disclosure Statement that was provided with your documentation or available in the Document Hub section of our website.

Yacht / Motorboat claims procedure for all policies starting after 1st January, 2019

  • By Email: claims@topsailinsurance.com.au
  • By Post: The Catalina Anchorage, 1/235 Spit Road, Mosman. NSW 2088
  • By Telephone: Sydney: 02 9188 78 28 Perth: 08 6102 8861
  • DAMAGE CLAIM - Please complete and return the claim form when notifying us of your claim Damage Claim Form.
  • THEFT CLAIM - Please complete and return the claim form when notifying us of your claim Theft Claim Form.
  • The claim form should be returned to Topsail, fully completed, as soon as possible whether or not you intend to make a formal claim
  • We will pass this information on to The Argenta Group who will deal with your claim and contact you directly.
  • If you prefer to send it directly to Argenta then please send it to:  2121AUAClaims@argentagroup.com

Amlin Yacht / Motorboat claims procedure for all policies starting before 31st December, 2018

  • By Email: boatclaims@msamlin.com
  • By Post: MS Amlin 11 Tower View, West Malling. Kent UK ME19 4UY
  • By Telephone: +44(0) 1732 223610
  • If you require URGENT assistance outside of office hours please call +44 (0) 208 502 6999
  • This number will be available between the hours of 5pm and 10pm GMT on weekdays and between 8am and 10pm GMT on weekends and bank holidays. Out of these hours there is a voicemail facility which is monitored regularly
  • For more information regarding the Amlin claims process, please visit page 8 of the Amlin Product Disclosure Statement
  • DAMAGE CLAIM - Please complete and return the claim form when notifying us of your claim Damage Claim Form.
  • THEFT CLAIM - Please complete and return the claim form when notifying us of your claim Theft Claim Form.

Helpful Claims Advice

  • When loss or damage occurs you should act as if uninsured. This may seem unusual advice but it is most important that in the event of any incident involving your vessel, you must take all reasonable steps to minimise the loss.

Own Damage

  • Take immediate action to safeguard and protect any property from further damage or deterioration (this may include first aid to the engine).
  • Enlist help (professional if necessary) if immediately required to safeguard and protect your boat and equipment.
  • Try to agree a realistic charge or fee if a tow is required before acceptance.
  • Retain and look after all broken/torn/damaged items for inspection.

Damaged by a Third Party

  • If racing, protest the Third Party if they did not accept a penalty. Obtain witness(es) statements.
  • Obtain details of boat type/class/number/name/club and any witness(es) details in addition to the name(s) and address(es) of the helm and boat owner.
  • Road Accidents - obtain details of the driver, vehicle and insurer and any witness(es), and/or call the Police to the scene. If possible write down all the details and make a sketch of the site.

Damage to Third Parties

  • If a Third Party wishes to hold you liable for damage, provide them with our details, your name, policy number and boat details. You should acknowledge any correspondence and pass it on to us immediately.
  • Do not make any admission of liability and do not make any offer of payment.

Theft/Vandalism

  • Any theft or malicious damage should be reported to the Police promptly.
  • Keep a note of the Police Crime Reference Number.
  • We will also need the serial numbers of any engines, tenders etc.
  • Notify your club and local harbour master with full details of the theft/vandalism.
  • This Helpful Claims Advice section is intended to provide some guidance should you have to submit a claim under your policy. It does not form part of any policy wording or give any indication of acceptance of a claim

Useful Information

  • Please remember that the repair contract is between you and the contractor. Any instructions regarding either repair or replacement must come from you. However you must seek our agreement in the first place.
  • The claim may be subject to deductions in addition to any policy excess and the clauses in your policy wording should be read carefully so that you are fully aware of these (e.g. sails, covers and outboard motors).

Looking for a document? You’ll find it here.

Document Hub
INSURANCE AFFILIATIONS