How Empire handles your complaint

At Empire, 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.au or get in touch with your trusted Empire team member directly. If you would like to make a complaint, please follow the process below.

You may make your complaint verbally or in writing to Empire Insurance Group.

Phone: (+613) 9947 4333
Email: complaints@honan.com.au
Mail: Tower 1, Collins Square, 727 Collins Street, Docklands VIC 3008
The Honan complaints resolution process is below.

How to make a complaint

PART ONE: ACKNOWLEDGEMENT AND EARLY RESOLUTION

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.

PART TWO: FURTHER INVESTIGATION AND RESPONSE

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.

PART THREE: YOUR RIGHT TO COMPLAIN TO AFCA

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, 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 dissastified 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