Making a Complaint

Complaints about Gallagher Insurance Broking Services

We have a complaint process to ensure you have access to an impartial review of any concerns you may have about our retail general insurance broking services, including how we handle your personal information.

How to make a complaint

If you have a concern about Gallagher, please contact your broker or the manager of your local branch or team, explain the issues that you are dissatisfied with and the outcome you are seeking. If your concerns are complex, it is preferred that you put them in writing to us.

If your broker or branch manager is unable to resolve your complaint within a few days, we will refer it to the Complaints Officer, who will review the complaint.

You can also refer your complaint to the Gallagher Brokerage Complaints Officer at any time:

Phone: 1800 068 000
Email: complaints@ajg.com.au or privacy@ajg.com.au (for privacy related complaints).

When we receive a complaint, we will acknowledge it in writing and we will also endeavour to provide you with a decision within 30 days of your complaint. However if your complaint is complex and we think we will need more than 30 days to resolve it, we will contact you to agree an alternative timeframe.

What to do if you are not satisfied with Gallagher's response

If you are not satisfied with the response provided you may be able to refer your complaint to the Australian Financial Complaints Authority Limited (AFCA).

AFCA is an independent external dispute resolution scheme approved by the Australia Securities and Investment Commission (ASIC) and its services are free to you. Please note that before AFCA can investigate your complaint, they do require you to have first provided us with the opportunity to address the complaint.

Further details regarding AFCA can be obtained from their website (www.afca.org.au), or alternatively you can contact AFCA as follows:

Phone: 1800 931 678 (free call)
Email: info@afca.org.au
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001.

If your query relates to the way your insurer has handled a claim under your policy, the way the policy operates or a claim decision, our claims team would appreciate the opportunity to assist you. A complaint about these are generally the responsibility of the insurer..

Insurance Professional's Association

Arthur J. Gallagher and Co (Aus) Limited ("Gallagher") is a member of the National Insurance Brokers Association of Australia ("NIBA") and Gallagher subscribes to the Insurance Brokers Code of Practice (the Code). The Code sets out standards of conduct for all members of NIBA.

Consumers have the right to report alleged breaches of the Code to NIBA's Compliance Committee who will review the matter.

Visit: https://insurancebrokerscode.com.au/