What to Do If You Have a Complaint
At Benton Insurance Brokers, we are committed to providing quality service and maintaining our clients’ trust. If you are dissatisfied with any aspect of our service, products, staff, or insurance-related decisions, we encourage you to let us know. We take complaints seriously and aim to resolve them promptly and fairly. The process is detailed below.
Contact Us:
If you have a concern, please contact your usual representative at Benton Insurance Brokers. They will aim to resolve the issue directly.
If your complaint relates to one of our team members, or if you are unsure who to speak with, please contact us via one of the following methods:
- Phone: 03 5979 7000
- Email: bis@bentoninsurance.com.au
- Post:
Benton Insurance Services Pty Ltd
PO Box 130
Mornington VIC 3931
We will acknowledge your complaint within 24 hours of receiving it. If more information is needed, we will contact you within 10 business days to request additional details.
Our goal is to resolve complaints within 1 to 5 business days. If we are unable to do so within 14 working days, we will escalate the matter to our Internal Dispute Resolution (IDR) Team for further review.
Internal Review
If your complaint cannot be resolved at the first point of contact, or if you are dissatisfied with the outcome, you may request that it be referred to our IDR Team. This team provides an impartial review and will usually respond within 14 business days of receiving your request.
External Review
If you are not satisfied with the outcome of our internal review, you have the right to refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides a free, independent dispute resolution service for consumers.
You can contact AFCA using the details below:
- Phone: 1800 931 678 (free call)
- Email: info@afca.org.au
- Post:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001 - Website: www.afca.org.au
request a quote
At Benton Insurance Services, we pride ourselves on offering a diverse range of insurance solutions tailored to meet the unique needs of our clients.
Whether you’re a business owner, an individual, a landlord, or a tradesperson, our comprehensive offerings ensure that you have the protection you need. From safeguarding commercial enterprises and personal assets to providing specialized coverage for trades, farms, and aviation, our insurance options are designed to offer peace of mind and security.
Explore our offerings to find the right coverage for your specific requirements.
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