At Gallagher, we're committed to managing your refunds efficiently, securely and in line with regulatory obligations. A credit may occur when there's a change to your policy, such as a cancellation, asset sale or premium adjustment that results in a refund from your insurer.

How we'll engage with you

If a credit is due and we already have your bank account details on file, you may receive an SMS from us asking you to validate these details.

If we don't already have your bank account details on file, you'll receive communications from us to help complete the refund process.

Here's what you can expect

Email request for bank details

You'll receive an email asking you to provide your bank account details. For your security, we don't collect these details over the phone.

Two easy options to provide your details

You can choose to:

  • Complete a secure digital 'Client Refund Form' or
  • Fill out and return a PDF version of our 'Client Bank Details' form.

Follow-up reminders

If we don't hear from you, we'll send reminder emails. In some cases, we may also follow up with a phone call or SMS.

Multiple credits

If you're owed more than one credit and we don't have your bank details, you might receive multiple emails, each with a different invoice number. But don't worry, you only need to provide these details to us once.

If we don't receive your bank details

If we're unable to obtain your bank account details after several attempts, we'll take appropriate next steps based on the refund amount and your policy type. This may include referring the funds to the State Revenue Office or following up with you at renewal to resolve the credit.

Your security matters

Once we receive your bank details, they're handled with strict confidentiality and stored securely. We'll only use them to process your refund.

Emails you receive from us will show the sender as 'GallagherOperations+[a series of letters and numbers]'. The letters and numbers create a unique identifier for each email, helping us ensure your communications are managed efficiently and securely.

Should you receive a communication and you have questions, please contact your broker.