If you have any concerns or wish to make a complaint in relation to our products, our services or your insurance claim, please let us know and we will attempt to resolve your concerns in accordance with our Internal Dispute resolution procedures. Please contact SGUA in the first instance by:
We will acknowledge receipt of your complaint and do our outmost to resolve the complaint to your satisfaction within 30 Calendar days.
If we cannot resolve your complaint to your satisfaction at first contact, we will escalate your matter through our internal dispute resolution (IDR) process, or you can contact them directly as follows:
For Policies before the 1st of August 2023 (underwritten by Assetinsure)
Phone: 02 9251 8055
Email: complaints@assetinsure.com.au
Mail: PO Box R299, Sydney NSW 1225
For Policies issued between 1st of August 2023 and 30th June 2026 (underwritten by Certain Underwriters at Lloyd's)
Phone: 1300 697 482; or
Email: complaints@theproplab.com.au; or
Mail: PO BOX 8022, Cloisters Square PO, WA 6850
Our IDR team will keep you informed of the progress at least every 10 business days and make a final decision within 30 calendar days of the date on which you first made the complaint, unless certain exceptions apply.
If a final decision is not provided to you within 30 calendar days of the date we first received your complaint, our IDR team will inform you before the end of that period of the reasons for the delay and agree on an alternative response timeframe.
If we are unable to resolve your complaint within 30 calendar days or if an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. AFCA’s contact details are:
Phone: 1800 931 678
Email: info@afca.org.au
Post: GPO Box 3 Melbourne VIC 3001
Website: www.afca.org.au
Your complaint must be referred to AFCA within 2 years of the final decision, unless AFCA considers special circumstances apply. In the event that AFCA considers that the nature of your complaint falls outside its terms of reference, then you may wish to consider obtaining independent legal advice to examine other courses of action potentially available to you to resolve this matter.
