Dispute Resolution
 

Worldwide Sports Insurance adheres to a strict set of guidelines to assure our clients of a professional, legal and committed team at WWSI.

The following is a list of provisions we follow as our Code of Conduct:

  • Act in the best interests of the client;
  • Provide advice and guidance to enable clients to make informed decisions on risk and insurance protection;
  • Provide full and accurate information for effective underwriting;
  • Respect the client's confidentiality in relation to all records and information;
  • Ensure the validity and accuracy of all documentation;
  • Make available all relevant documentation, policies, certificates, endorsements, and premium calculations, as may be required;
  • Be professional, efficient and responsive in all dealings;
  • In the event of a claim, take every step necessary to ensure prompt and fair settlement; and
  • Act in the spirit of this Code and encourage others to do likewise.

In the event of a dispute or complaint, the following procedures have been established.

How can we help?

Any enquiry or complaint relating to a policy of insurance held through Worldwide Sports Insurance should be addressed to:

Rohan Stewart
PSC Horsell /> Phone: (02) 9247 1700

How do I make a complaint?

You can make a complaint by telephoning on the above number. Brief details will be taken and hopefully your enquiry or complaint can be resolved at this time. If it cannot be resolved, you may be asked to submit your complaint in writing. Your written complaint should tell us:

  • the name, address, telephone number of the policy holder
  • the type of insurance involved
  • the policy number or claim reference number
  • brief details of the complaint

Your correspondence will be acknowledged within 5 working days of receipt.

What will we do?

We will review all the papers and documents relating to your complaint where appropriate. This will include discussions with the relevant parties involved.

When will I get a response?

The length of time to resolve a complaint will depend upon the nature of it and the issues involved. We will attempt to resolve your complaint within 15 working days from the date of receipt of your complaint. If it is going to take a longer period of time, we will keep you informed by telephoning you or written correspondence.

Is there any cost?

There is no cost to you for our internal dispute resolution process.

What if you are still dissatisfied?

As required under law, we belong to an external dispute resolution scheme and are a member of the Financial Ombudsman Service (FOS) - a free consumer service for resolution of disputes in relation to insurance brokers and clients. You are free at any time to contact them direct with any concern and/or complaint, and they in turn will refer the matter to WWSI Responsible Officer for further investigation.

You can contact FOS on 1300 780 808
or via email at info@fos.org.au

Their address is Level 12, 31 Queen Street, Melbourne VIC 3000.