Insurance Brokers Code of Practice

Sphere Insurance Group Pty Ltd follows the National Insurance Brokers Association Code of Practice (the Code). The Code 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 is available from the National Insurance Brokers Association website (click here).

Service issues and complaints

We are committed to providing quality services to our clients. This commitment extends to giving you easy access to people and processes that can resolve a service issue or complaint. If you have a complaint about the service, we have provided to you, please address your inquiry or complaint to the staff member providing the service, or phone (07) 4564 9003 during normal office hours. If we are not able to resolve the issue immediately, or within five days, we will refer it to the Complaints Manager, who will review the complaint and advise you in writing of the expected time for resolution. You can also refer your inquiry or complaint to the Complaints Manager at any time by contacting us directly.

More complex complaints may take up to 30 days to resolve. We may request an extension of time for up to another 30 days if we cannot resolve the complaint within this period. If you are not satisfied with our response or proposed resolution, you may refer your complaint to the Australian Financial Complaints Authority (AFCA). Formally (FOS Financial Ombudsman Service), AFCA provides a conciliation and arbitration service to assist consumers in the resolution of complaints. AFCA services are free to complainants. AFCA deals with all complaints in accordance with the AFCA Rules. You can obtain a copy of these from AFCA or from the website at (click here). Alternatively, you can contact AFCA on 1300 780 808.