AgriRisk is an insurance broker specialising in products for the rural sector, as well as complex risk solutions for corporate agribusiness.
AgriRisk operates at all times with the highest levels of best practice and seeks to maintain high ethical standards in all of its business practices.
There are a number of important areas of compliance that AgriRisk is bound to by law. These include:
- Insurance Brokers Code of Practice
- Dispute Resolution
- Internal Complaints Handling Process
- External Complaints Handling Process
Insurance Brokers Code of Practice
AgriRisk is a member of the National Insurance Brokers Association (NIBA), where a strict Code of Conduct is followed that sets a high standard for the way we do business.
The Insurance Brokers Code of Practice (the Code) is intended to promote good relations between insurance brokers, their customers, insurers and others in the insurance industry. The Code also sets out how we transact business efficiently by laying out expected standards of good practice and levels of service.
Developed by NIBA as part of a national self-regulatory scheme, the Code:
- Requires brokers to establish an internal dispute resolution process (ours is outlined below)
- Sets out standards for brokers to follow when dealing with clients, including requirements to inform clients of remuneration arrangements and any conflict of interest
The Code also provides that AgriRisk:
- Act in your best interests
- Provide advice and guidance to you to make informed decisions on risk and insurance protection
- Provide full and accurate information for effective underwriting
- Respect your confidentiality in relation to all records and information
- Ensure the validity and accuracy of all documentation
- Make available to you all relevant documentation, policies and 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
- Work towards maintaining and enhancing the reputation of NIBA and its members
- Act in the spirit of the Code and encourage others to do likewise
The Code is administered by the Australian Financial Complaints Authority (AFCA), of which AgriRisk is a member. If you consider there has been a breach, you may wish to contact the AFCA to lodge a complaint. Before doing this, AgriRisk must first be given the opportunity to resolve any dispute.
We are committed to providing quality services to our clients. This commitment also extends to giving you easy access to people and processes that can resolve a service issue or complaint.
If you are concerned about the services provided by us, any product we have arranged or how we have handled your Personal Information, please contact your broker or the branch manager
of your local branch.
We will acknowledge your complaint immediately in writing or by telephone.
If, within five business days, your broker or the relevant branch manager is unable to resolve your complaint to your satisfaction, the matter will be referred to the Gallagher Risk and Compliance Team who can be contacted directly on: Email: firstname.lastname@example.org (for privacy related complaints) or email@example.com (for any other complaints).
Telephone: 1800 068 000
If your complaint is referred to the Risk and Compliance team, we will acknowledge receipt of your complaint in writing within 1 business day. We will then investigate the matter and attempt to resolve your complaint in accordance with our disputes and complaints management policy.
Internal Complaints Handling Process
The objective of our internal complaints handling process is to provide an efficient, fair and timely method of handling complains at no cost to you.
You can contact our Complaints Officer at Head Office, by phone, email or post.
Our Complaints Officer is responsible for:
- Dealing with and attempting to resolve your complaints which cannot be resolved by the provision of clarification or information;
- Advising you of your rights to lodge complaints with the Australian Financial Complaints Authority (AFCA);
- Managing all disputes with you; and
- Liaising with AFCA.
If we are unable to satisfy your complaint internally then we will refer the complaint to AFCA.
External Complaints Handling Process
If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
AFCA is an independent external dispute resolution body approved by the Australia Securities and Investment Commission. AFCA resolves disputes at no charge to you and has the authority to deal with certain financial services disputes within its Terms of Reference.
Financial Services Guide
A copy of the Financial Services Guide can be downloaded here.