Complaints
What you can do if you have a complaint
We take complaints seriously and want the chance to put things right. Here's how it works, and what to do if you're not satisfied with the outcome.
Step 1 — Tell us
Contact Wesure Insurance Pty Ltd and tell us about your suggestions, compliments and complaints. We will do our best to resolve it within 5 working days.
Step 2 — Our Complaints Officer
If your complaint is not satisfactorily resolved within 5 days, please contact Wesure Insurance Pty Ltd's Complaints Officer:
Rui (Tracy) Wang
Phone: 1300 035 839
Email: tracy.wang@wesure.com.au
Postal: PO Box 686, Vaucluse NSW 2030 — please mark the envelope "Notice of Complaint".
We endeavour to resolve all complaints as quickly as practicable. Many complaints can be resolved within days or on the spot. We will keep you informed in relation to your dispute and will provide you with a response within thirty (30) calendar days of receiving your complaint.
Step 3 — The Australian Financial Complaints Authority (AFCA)
Wesure Insurance Pty Ltd is a member of the Australian Financial Complaints Authority (AFCA). If your complaint cannot be resolved to your satisfaction by us, you have the right to refer the matter to AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
In writing: GPO Box 3, Melbourne VIC 3001
Insurance Brokers Code of Practice
Wesure Insurance Pty Ltd is a principal member of NIBA and has adopted the Insurance Brokers Code of Practice (NIBA Code). If you think we may have breached the Code, you can report alleged breaches to the Insurance Brokers Code Compliance Committee (IBCCC):
Website: www.insurancebrokerscode.com.au
Email: info@codecompliance.org.au
Phone: 1800 931 678 (free call)
Postal: IBCCC P.O. Box 14240, Melbourne VIC 8001
This process is also set out in our Financial Services Guide. For how we handle your personal information, see our Privacy Policy.