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At Honan, your client experience is of the utmost importance to us in delivering you insurance solutions. We appreciate your feedback. To provide feedback, we welcome you to contact complaints@honan.com.au or get in touch with your trusted Honan team member directly. If you would like to make a complaint, please follow the process below.
You may make your complaint verbally or in writing to Honan Insurance Group.
The Honan complaints resolution process is below.
Honan will acknowledge your complaint within one (1) business day of receiving your complaint. Honan will work with you to resolve your complaint as quickly as possible.
Except in the case of a complaint about a declined claim, the value of a claim or about financial hardship, if Honan is able to resolve your complaint to your satisfaction within five (5) business days after receiving it, you will not receive a written response to your complaint unless you have asked for a response in writing.
If your complaint cannot be resolved within five (5) business days, your complaint will be referred for further review and investigation by Honan’s Complaints Team. Honan will keep you updated as your complaint is investigated and will provide progress updates to you at least every ten (10) business days.
Honan will make a decision in relation to your complaint within thirty (30) calendar days after receiving your complaint.
If your complaint relates to a matter forwhich Honan is a Lloyds coverholder, you have the right to take the complaint to Stage 2 Lloyd’s Australia who can be contacted at:
Lloyds Australia, Suite 1603,Level 16, 1 Macquarie Place, Sydney NSW 2000
Email: idraustralia@lloyds.com,
Phone:02 8298 0783
If Honan is unable to make a decision in relation to your complaint within thirty (30) calendar days because resolution of your complaint is particularly complex or there are circumstances beyond Honan’s control, in which case Honan will provide you with the reasons for the delay.
You have the right to take your complaint to the Australian Financial Complaints Authority (AFCA) (subject to AFCA’s rules on whether it can deal with your complaint) if Honan is unable to make a decision in relation to your complaint within thirty (30) calendar days. You may also report any alleged breaches of the Code to the Insurance Brokers Code Compliance Committee (IBCCC)
If you are dissatisfied with Honan’s final decision on your complaint you have the right to refer your complaint to AFCA (subject to AFCA’s rules on whether it can deal with your complaint).
The contact details for AFCA are:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
Email: info@afca.org.au
Website: www.afca.org.au
The contact details for IBCCC are:
Insurance Brokers Code Compliance Committee
PO BOX 14240
Melbourne VIC 8001
Phone: 1800 931 678
Email: info@codecompliance.org.au
Website: www.insurancebrokerscode.com.au
If you are unhappy with any of our services please contact your Honan Broker at your local Honan office by telephone, email or in writing to explain your concerns. You will find the address and phone number of the local office on your invoice or on our website.
Your Honan Broker will work with you to try and put things right. If the matter cannot be resolved to your satisfaction, your Honan Broker will escalate your concerns to the Honan's Complaints Team.
If you do not feel comfortable discussing your concerns with your Honan Broker, you can contact Honan's Complaints Team at:
It is important that you provide us with all relevant information.
Within two (2) business days or receipt, Honan’s Complaints Team will:
Honan’s Complaints Team will keep you updated as your complaint is investigated and will provide you with a decision or proposal for resolution within twenty (20) business days of receiving your complaint. If your complaint is complex and may take longer to resolve, we will advise you of this and will keep you informed of its progress.
If we are unable to resolve your complaint to your satisfaction within thirty (30) business days of receipt, you can contact our external dispute resolution service provider, the Insurance &Financial Services Ombudsman Scheme Inc.
This is a free, independent dispute resolution service, who may help investigate or resolve your complaint.
The contact details for our external dispute resolution service provider are
Insurance & Financial Services Ombudsman Scheme Inc.
Physical: Level 2, Solnet House, 70 The Terrace Wellington 6143
Post: PO Box 10-845, Wellington 6143, New Zealand
Free telephone Number 0800 888 202
Email: info@ifso.co.nz
Contact details
Honan Insurance Group (NZ) Ltd FSP524106 is the financial advice provider.
We can be contacted at:
Level 11 PWC Tower, 15 Customs Street, Auckland, New Zealand, 1010
09303 3355
info@honaninsurance.co.nz
