At Clear Insurance, we aim to meet your service expectations by offering a service that is transparent, fair, and in the best interests of your business.
However, we know that disputes and complaints may occur. When they do, we aim to resolve your complaint by listening carefully and responding professionally and promptly.
What should I do if I have a complaint?
Contact us and tell us about your complaint. You can expect us to acknowledge your complaint in writing within 24 hours and work with you to resolve your complaint satisfactorily within 30 days.
To lodge a complaint, you can chat to your account manager or complete our online form via the button below. Alternatively, you can call 1300 721 132 and speak to a member of the Clear Insurance team.
Customer Advocacy Services
Clear Insurance is a Steadfast Network Broker member. If you do not feel comfortable lodging a complaint with Clear Insurance, you can use the Steadfast Customer Advocacy service. This free service provides you with a means to obtain proactive support, advice and assistance in the event of a complaint.
The service advocates for you and enables you to present any issues relating to our service and your expectations.
We encourage you to contact the Steadfast Customer Advocacy service for further help if you feel we cannot resolve your complaint directly.
The service can assist you:
- Directly
- With the assistance of your insurance adviser
- In conjunction with the Clear Insurance complaints manager
Contact details:
- Contact: Catherine Pettitt Customer Advocacy Manager, Steadfast Group Ltd.
- Email: customeradvocacy@steadfast.com.au.
- Phone: 02 9495 6509.
- Mobile: 0438 594 714.
Clear Insurance is an Australian Financial Complaints Authority (AFCA) member.
If Clear Insurance or the Steadfast Customer Advocacy service cannot resolve your complaint satisfactorily within 30 days, you can refer the matter to AFCA. AFCA provides a fair and independent financial services complaint resolution service that is free to customers.
You can contact the AFCA at:
- Postal address: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001.
- Phone: 1800 931 678.
- Email: info@afca.org.au.
- Website: www.afca.org.au.
Codes of Conduct Guide our Services.
Clear Insurance subscribes to the following Codes of Conduct. Each code sets the standards for best practices and client service level expectations. Subscribing to the codes is our promise that we will always act in your best interests.
Steadfast Broker Code of Conduct
It sets out our commitment as a Steadfast Network Broker to meet and exceed our clients’ expectations.
Insurance Brokers Code of Practice
The Insurance Brokers Code Compliance Committee (IBCCC) monitors adherence to this code to help insurance brokers deliver high-quality service standards to clients.
NIBA Insurance Brokers Code of Practice
It governs the insurance broker conduct of NIBA members, including the retention of commission and fees when placing and cancelling client insurance coverage.
