What is in an insurance policy?
The insurance policy is the document which sets out the cover which is provided by the insurer. Each policy must be checked in detail to find out whether it meets your needs. You should always refer to the policy to see what your policy covers.
What is a cover note?
A cover note is temporary insurance cover until your formal insurance policy is processed and issued.
What information do I have to tell the insurer?
When you buy insurance you must tell the insurer anything that you are aware of, which is relevant to the insurer's decision to accept the insurance. The law calls this obligation a duty of disclosure. If you fail in your duty of disclosure your claim may be rejected.
How do I make a claim?
If you suffer a loss which is covered by your insurance policy, you must obey the insurance company's claims process. You should notify your insurer quickly of any loss you want to claim. Usually the insurance company will appoint a person known as an adjustor or assessor to check your claim in some detail.
Who do I complain to if I have a problem with my insurer?
The Financial Ombudsman Service (FOS) resolves complaints and disputes between you and the insurer and can provide expert free advice on general insurance matters.
The FOS can also help you if you have a dispute with another person's insurance company about motor vehicle property damage (i.e. third party claim).
The FOS's role is to encourage the resolution of complaints by promoting encouraging conciliation between you and your insurer. If the matter does not settle you may take the complaint to the Claims Review Panel.
Who can help if I have a complaint about life insurance or private health insurance?
The Financial Ombudsman Service provides advice, assistance and a dispute resolution procedure for complaints about life insurance and some types of superannuation.
If your complaint is about private health insurance, which involves a private hospital or medical practitioners the Private Health Insurance Ombudsman may help you.