What if I have a Complaint? – Direct Client

We will do everything possible to provide a quality service to You. However, We recognise that occasionally there may be some aspect of Our service or a decision We have made that You wish to query or draw to Our attention.

Stage 1

We have a Complaints and Dispute Resolution Procedure which undertakes to provide an answer to Your complaint within 15 working days.

If You would like to make a complaint or access Our internal dispute resolution service please contact Trident Insurance Group Pty. Ltd and ask to speak to a dispute resolution specialist.

Trident as Agent for HDI Global Specialty aims to resolve the complaint immediately at the time of initial contact. If this is not possible Trident will commit to responding to Your complaint within fifteen (15) working days of first being notified of the complaint.

To enable Trident to consider Your complaint fully and quickly, You will need to provide the following information:

  • An explanation of the situation that led to the complaint;
  • Any new information not currently in Trident’s possession that may have a bearing on their understanding of the complaint; and
  • A statement of any action that You would like Trident to take to resolve the complaint

Upon final consideration of Your complaint, Trident will inform You of the proposed resolution and the time frame they will take to implement such a resolution.

Stage 2

If You are not satisfied with Trident’s response to Your complaint, You may escalate it as a dispute and HDI Global Specialty Internal Disputes Resolution Committee will review the matter. The Committee will be independent of the person who initially considered Your complaint.

HDI Global Specialty requests that You state the dispute in writing to:

Internal Dispute Resolution Committee
HDI Global Specialty SE
GPO Box 3973
NSW 2001

Email: ComplaintsAustralianBranch@hdi-specialty.com

The Disputes Resolution Committee will undertake to respond to Your queries or complaints within fifteen (15) working days.

The response will outline any reason for the decision and will inform You of any action HDI Global Specialty intends to take in resolution of the dispute.

Stage 3

If You are not satisfied with the HDI Global Specialty  response, You can seek an external review via the Australian Financial Complaints Authority (AFCA), an ASIC approved external dispute resolution body.

This national body is for consumers and resolves certain insurance disputes between consumers and insurers at no cost to You.

The Australian Financial Complaints Authority contact details are:

Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001

HDI Global Specialty  is bound by the independent review and determination of the AFCA.