Driessen Insurance Brokers Pty Limited is a member of the Australian Financial Complaints Authority (AFCA). We are committed to the fair, transparent and timely resolution of complaints and disputes.

Generally, where your complaint is made verbally, we will acknowledge your complaint in the same manner, and in writing, within one business day, or as soon as practicable. If it is made in writing or by email, we will acknowledge your complaint, in writing, within one business day or as soon as practicable.

When acknowledging your complaint, we will also have regard to any preferences you have communicated to us in relation to the way in which you wish for us to communicate with you.

If we cannot resolve your complaint immediately, we will need some time to investigate your concerns. We may also request that you provide us with further information to assist with our investigation. We will provide you with our written reasons for the outcome of your complaint no later than 30 calendar days after receiving your complaint where:

• your complaint is not resolved within five business days of us receiving your complaint

• if you request a written response; or

• if your complaint is about a declined insurance claim or the value of an insurance claim.

If you are unhappy with our decision or in the unlikely event we cannot resolve a complaint within a maximum of 30 days, you may want to explore external review options like the Australian Financial Complaints Authority (AFCA). 

Complaints Officer

Angela Driessen-Clancy