Feedback &

complaints

At Honan, your client experience is of the utmost importance to us in delivering you insurance solutions. We appreciate your feedback. To provide feedback, we welcome you to contact complaints@honan.com.sg or get in touch with your trusted Honan team member directly. If you would like to make a complaint, please follow the process below.

PART ONE: ACKNOWLEDGEMENT & RESOLUTION

PART TWO: FURTHER INVESTIGATION & RESPONSE

PART THREE: YOUR RIGHT TO COMPLAIN TO ACFA

Honan will acknowledge your complaint within one (1) business day of receiving your complaint. Honan will work with you to resolve your complaint as quickly as possible.

Except in the case of a complaint about a declined claim, the value of a claim or about financial hardship, if Honan is able to resolve your complaint to your satisfaction within five (5) business days after receiving it, you will not receive a written response to your complaint unless you have asked for a response in writing.

If your complaint cannot be resolved within five (5) business days, your complaint will be referred for further review and investigation by Honan’s Complaints Team.  Honan will keep you updated as your complaint is investigated and will provide progress updates to you at least every ten (10) business days.

Honan will make a decision in relation to your complaint within thirty (30) calendar days after receiving your complaint.

If your complaint relates to a matter forwhich Honan is a Lloyds coverholder, you have the right to take the complaint to Stage 2 Lloyd’s Australia who can be contacted at:

Lloyds Australia, Suite 1603,Level 16, 1 Macquarie Place, Sydney NSW 2000

Email: idraustralia@lloyds.com,

Phone:02 8298 0783


If Honan is unable to make a decision in relation to your complaint within thirty (30) calendar days because resolution of your complaint is particularly complex or there are circumstances beyond Honan’s control, in which case Honan will provide you with the reasons for the delay.

You have the right to take your complaint to the Australian Financial Complaints Authority (AFCA) (subject to AFCA’s rules on whether it can deal with your complaint) if Honan is unable to make a decision in relation to your complaint within thirty (30) calendar days. You may also report any alleged breaches of the Code to the Insurance Brokers Code Compliance Committee (IBCCC)

If you are dissatisfied with Honan’s final decision on your complaint you have the right to refer your complaint to AFCA (subject to AFCA’s rules on whether it can deal with your complaint).

The contact details for AFCA are:

Australian Financial Complaints Authority

GPO Box 3

Melbourne VIC 3001

Phone: 1800 931 678

Email: info@afca.org.au

Website: www.afca.org.au 

The contact details for IBCCC are:

Insurance Brokers Code Compliance Committee

PO BOX 14240

Melbourne VIC 8001

Phone: 1800 931 678

Email: info@codecompliance.org.au

Website: www.insurancebrokerscode.com.au

STEP 1: Let Us Know

Honan will acknowledge your complaint within one (1) business day of receiving your complaint. Honan will work with you to resolve your complaint as quickly as possible.

Except in the case of a complaint about a declined claim, the value of a claim or about financial hardship, if Honan is able to resolve your complaint to your satisfaction within five (5) business days after receiving it, you will not receive a written response to your complaint unless you have asked for a response in writing.

STEP 2: Internal Dispute Resolution

If your complaint cannot be resolved within five (5) business days, your complaint will be referred for further review and investigation by Honan’s Complaints Team.  Honan will keep you updated as your complaint is investigated and will provide progress updates to you at least every ten (10) business days.

Honan will make a decision in relation to your complaint within thirty (30) calendar days after receiving your complaint.

STEP 3: External Dispute Resolution

You have the right to take your complaint to the Australian Financial Complaints Authority (AFCA) (subject to AFCA’s rules on whether it can deal with your complaint) if:

  • Honan is unable to make a decision in relation to your complaint within thirty (30) calendar days because resolution of your complaint is particularly complex or there are circumstances beyond Honan’s control, in which case Honan will provide you with the reasons for the delay; or
  • you are dissatisfied with Honan’s decision on your complaint.

The contact details for AFCA are:

Australian Financial Complaints Authority

GPO Box 3

Melbourne VIC 3001

Phone: 1800 931 678

Email: info@afca.org.au

Website: www.afca.org.au

Honan Feedback and Complaints Policy (PDF Download)

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