Complaints process

SGUA strives to provide our customers with a combination of great products and excellent services. If you feel unsatisfied in any of these areas, we would like to be informed of it as soon as possible. We will endeavour to sort your complaint with you quickly and fairly.

What should you do:

Step 1:

Let us know about your concerns

Get in touch with one of our customer service consultants about your concerns, and they’ll do their best to resolve them. When you make your complaint please provide as much information as possible, to assist us to resolve your matter quickly. Where we can’t resolve your concern immediately we will resolve it within 10 business days.
Call us on 1800 355 559 or visit our websites contact us page for more options to get in touch.

Step 2:

Contact Internal Dispute Resolution Committee

If we haven't responded to your complaint within 10 business days, or if you’re not satisfied with how we’ve tried to resolve it, you can ask for your complaint to be escalated for an Internal Dispute Resolution (IDR) review by a Dispute Resolution Specialist at AssetInsure PTY LTD.

Post: PO Box R299, Sydney NSW 1225

Email: info@assetinsure.com.au

Call: 02 9251 8055

The Dispute Resolution Specialist will provide in writing our final decision within 30 business days of your complaint being escalated, unless we’ve requested an extension from you and you’ve agreed to give us more time.

Step 3:

Seek an external review of our decision

If you’re not happy with the final decision, or if we’ve taken more than 30 days to respond to you from the date you first made your complaint, you may contact the Australian Financial Complaints Authority (AFCA) at:

Phone: 1800 931 678

Post: GPO Box 3 Melbourne VIC 3001

Website: www.afca.org.au

Email: info@afca.org.au

The AFCA service is provided to you free of charge. A decision by AFCA is binding on us but is not binding on you. You also have the right to seek further legal assistance.