complaints & disputes

Should you have a complaint about any financial product or service Protecsure has provided, you can raise your concern with us.

We take the concerns of our customers very seriously and have detailed a complaint handling and dispute resolution procedures that you may access, at no cost to you.

To assist Protecsure with your enquiries, please provide us with your claim or policy number (if applicable) and as much information you can about the reason for your complaint or dispute.

Protecsure’s complaints and dispute procedures are as follows:

Stage 1 - Complaint Handling Procedure

If you are dissatisfied with any aspect of your relationship with Protecsure including its products or services and wish to make a complaint, Protecsure can be contacted at

• Email: complaints@protecsure.com.au
• Post: P.O. Box 1239, QVB, Sydney, NSW 1230, Australia
• Phone: 0800 881 488
• Fax: 0800 771 477

Stage 2 – Dispute Resolution Procedure

If you are dissatisfied with Protecsure’s response to your complaint, you can take your complaint to Stage 2 and refer to Chubb’s dispute resolution team. Chubb’s internal dispute resolution team can be contacted via:

Email: DisputeResolution.NZ@chubb.com

Stage 3 - External Dispute Resolution

If your complaint is not satisfactorily resolved or answered within 45 days, you may refer the matter to the  Insurance and Financial Ombudsman Scheme. They are independent operators of the External Dispute Resolution. They are a free service and you may contact them directly at: 

To lodge a complaint on line:

IFSO | Make a Complaint

Further details regarding our complaint handling and dispute resolution procedures are available from our website and on request.

Protecsure holds Professional Indemnity Insurance in accordance with the requirements of section 912B of the Australian Corporations Act.