At Moran Insurance Brokers, we are committed to providing excellent service.
If we don’t meet your expectations, we want to hear from you.
We take all complaints seriously and will work with you to resolve any concerns fairly, efficiently, and respectfully. We will treat your complaint in a confidential manner and in accordance with the Australian Privacy Act and the Australian Privacy Principals.
How to Lodge a Complaint
You can submit a complaint by phone, email, in person or by completing the Complaint & Dispute Resolution Form below. If you need assistance lodging your complaint, including interpreter services, we are happy to help.
Our Complaints Process
Step 1: Contact Your Account Manager or Service Officer
Your first point of contact is the team member managing your account. We will acknowledge your complaint within 24 hours (or as soon as practicable) and aim to resolve it within 5 business days.
Step 2: Internal Dispute Resolution (IDR)
If your complaint is not resolved to your satisfaction, or you would prefer it be reviewed independently within our business, it will be escalated to our Complaints Officer.
We will investigate the matter and provide a formal written response within 30 days.
Step 3: Independent External Review
If you remain dissatisfied, you may request an independent review by our external dispute resolution consultants.
Step 4: Australian Financial Complaints Authority (AFCA)
If the matter remains unresolved, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution scheme for financial services.
We encourage you to raise any concerns as soon as possible so we can work with you to achieve a fair outcome.
Complete the Complaint & Dispute Resolution Form below to get started.
