ADAQ partner with AIG, one of the world's top insurance companies, to provide Professional Indemnity and Public Liability insurance to our members. Under an agreement with AIG, claims may be managed in-house by the ADAQ Compliance and Advisory Services team.
If you have any concerns about the service we have provided, we request you submit a formal complaint by contacting Lisa Rusten, CEO ADAQ, at [email protected] . After we receive all the information we need from you, please allow 28 days to address your complaint.
If we are unable to resolve your complaint to your satisfaction, we will escalate your concerns on to AIG's Complaints Team, on your request, where a Disputes Resolution Specialist will review your complaint.
AIG's complaint handling process/internal dispute resolution (IDR)
You can contact AIG's Complaints team directly on 1800 339 669 or [email protected]. You can find out more about AIG's complaint handling process.
Australian Financial Complaints Authority (AFCA)
If you are not satisfied with how AIG handle your complaint, you have a right to take your complaint directly to the Australian Financial Complaints Authority (AFCA). AFCA independently assists consumers and small businesses to make and resolve complaints about financial firms.
Time limits may restrict your ability to make complaints to AFCA. Contact AFCA or consult the AFCA website for more details.
Online: www.afca.org.au
Email: [email protected]
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001