We are committed to providing a quality service to our clients.
If you are dissatisfied with our services, please contact us.

Insurance Claims Assist Australia Pty Ltd ABN 26 645 693 483 AFSL 537616 subscribes to the Insurance Brokers Code of Practice. We treat all complaints seriously and we are committed to providing quality services to our clients. We believe in providing our services fairly, efficiently and honestly therefore, if you are dissatisfied in any way, please contact us at:

Lisa Sulejman
Insurance Claims Assist Australia Pty Ltd

PO Box 4047
Shepparton North VIC 3631
Email: lisa@icassist.com.au
Telephone: 0402-357-723

There will be no cost to you for us handling your complaint.

We will acknowledge your complaint within 24 hours and respond to your complaint within 10 business days providing we have the information we require and have completed our investigation.

Where we are unable to respond within 10 business days because we do not have all the necessary information or our investigation has not been completed, we will provide a written response within 30 calendar days from the date on which you first made the complaint.

We will keep you informed of the progress of our response to your complaint every 10 business days.

We will respond to your complaint in writing and inform you of:

• our decision in relation to your complaint
• the reasons for our decision

If our decision does not resolve your complaint or we are unable to resolve your complaint to your satisfaction within 30 calendar days, you will have the right to take your complaint to the Australian Financial Complaints Authority (AFCA). This is a free service for consumers. Should you choose to take your complaint to AFCA, you have two years in which to lodge the complaint with AFCA from the date of our final decision.

AFCA is an independent external dispute resolution scheme approved by the Australian Securities and Investments Commission (ASIC). AFCA can be contacted as follows:

Australian Financial Complaints Authority
GPO Box 3
Melbourne, Vic 3001
Telephone: 1800 931 678
Email: info@afca.org.au
Website: www.afca.org.au