Important information

Company information:

Pantaenius Australia Pty Ltd
Insurance Agency
AFS Licence No. 410502
ABN 95 148 013 085
33/6 Jubilee Avenue
Warriewood, NSW 2102
Australia

Tel. +61 2 99361670
info@pantaenius.com.au

Martin Baum, James MacPhail
Managing Directors Pantaenius Australia

Business description:

Pantaenius Australia Pty Ltd (AFS Licence No.410502) is an insurance broking business and agency specialising in Sail & Motor Yacht Insurance. We hold an Australian Financial Service Licence to issue on advice on general insurance products.

Financial services information

Pantaenius Australia Pty Ltd holds an Australian Financial Services Licence (No:410502) authorizing us to carry on a financial services business and provide financial product advice about and deal in general insurance products for retail and wholesale clients.

Our authorisation allows us to provide you with advice on your needs and organise your insurance for you.  We are remunerated for the services that we provide to you. 

Further information about our financial services authorisation, the services we provide and our remuneration is included in our Financial Services Guide.


Dispute Resolution

 

Complaints

 

Stage 1 – Complaint Handling Procedure

If you are dissatisfied with any aspect of your relationship with Pantaenius Australia Pty Ltd (‘we’, ‘us’, ‘our’) including our products or services and wish to make a complaint, please contact us at:

The Complaints Officer
Pantaenius Australia Pty Ltd
33/6 Jubilee Avenue,
Warriewood, NSW 2102
phone + 61 2 9936 1670
email complaints@pantaenius.com.au

You will need to provide:
- your name and surname;
- your policy &/or claim number (if applicable);
- the date and time that the issue arose; and
- a description of the issue.

The members of our complaints handling team are trained to handle complaints fairly and efficiently.

Please provide us with your claim or policy number (if applicable) and as much information as you can about the reason for your complaint.

We will investigate your complaint and keep you informed of the progress of our investigation. We will respond to your complaint in writing within fifteen (15) business days provided we have all necessary information and have completed any investigation required. In cases where further information or investigation is required, we will work with you to agree reasonable alternative time frames and, if we cannot agree, you may request that your complaint is taken to Stage 2 and referred to our internal dispute resolution team. We will otherwise keep you informed about the progress of our response at least every ten (10) business days, unless you agree otherwise.

 

Stage 2 – Internal Dispute Resolution Procedure

If you advise us that you wish to take your complaint to Stage 2, your complaint will be reviewed by members of the insurer’s dispute resolution team. The Chubb Insurance Australia Limited (Chubb) internal dispute resolution team are independent to our complaints handling team and are committed to reviewing disputes objectively, fairly and efficiently.

You may contact Chubb’s internal dispute resolution team by phone, post (as below), or email at:

Internal Dispute Resolution Service
Chubb Insurance Australia Limited
GPO BOX 4065
Sydney, NSW 2001
phone + 61 2 9335 3200
fax +61 2 9335 3411
email DisputeResolution.AU@chubb.com

Please provide Chubb with your claim or policy number (if applicable) and as much information as you can about the reason for your dispute. Chubb will keep you informed of the progress of the review of your dispute at least every ten (10) business days and will respond to your dispute in writing within fifteen (15) business days, provided Chubb have all necessary information and have completed any investigation required. In cases where further information or investigation is required, Chubb will work with you to agree to reasonable alternative time frames. If you and Chubb cannot agree, you may refer your dispute to the Australian Financial Complaints Authority (AFCA) as detailed under Stage 3 below, subject to its Rules. If your complaint or dispute falls outside the AFCA Rules, you can seek independent legal advice or access any other external dispute resolution options that may be available to you. 

 

Stage 3 – External Dispute Resolution

If you are dissatisfied with Chubb’s internal dispute determination, or we or Chubb are unable to resolve your complaint or dispute to your satisfaction within forty-five (45) days, you may refer your complaint or dispute to Australian Financial Complaints Authority (AFCA), subject to its rules. AFCA is an independent external dispute resolution scheme approved by the Australian Securities and Investments Commission. Chubb is a member of this scheme and agree to be bound by its determinations about a dispute. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

You are not required to obtain legal or other advice when lodging a dispute with AFCA but if you decide to do so then you may be expected to assume any costs involved. Your right to commence legal proceedings against the insurer is not affected by this process. You may contact AFCA at any time at:

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
phone 1800 931 678 (free call)
fax +61 3 9613 6399
email info@afca.org.au

 

Legal and Financial Services Disclosure

Insurance is underwritten by Chubb Insurance Australia Limited, AFSL 239687, ABN 23 001 642 020 and Berkshire Hathaway Speciality Insurance Company, AFSL 466713, ABN 84 600 643 034 and distributed by Pantaenius Australia Pty Ltd, AFSL 410502, ABN 95 148 013 085 (‘Pantaenius’, ‘we’, ‘us’). Any advice provided is general advice only and does not consider your objectives, financial situation or needs. Consider the relevant Product Disclosure Statement before making any decisions regarding the insurance policies we offer. Information about remuneration (including commission) that we earn for the services we provide is included in our Financial Services Guide. Terms, conditions, limits, exclusions and underwriting criteria apply to cover.

Bank details:
Pantaenius Australia Pty Ltd
Account Number: 10228190
BSB: 062236
Swift Code: CTBAAU2S

“Pantaenius Australia Pty Ltd is a code subscriber of the General Insurance Code Of Practice”. 

FOS & Lloyds Compliance requirements in Australia.

http://www.codeofpractice.com.au