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WE ARE HERE TO HELP

When you need to make an insurance claim, chances are you or someone who works for you has already been through an unpleasant and stressful situation. The last thing you need at this time is more stress to add to the equation.

At Armada we're here to help make the process of making a claim as simple and hassle free as possible. We pride ourselves on outstanding customer service and are supported by a national network of specialist insurance professionals and a 24/7 claims lodgment facility.

Our national Claims Service Team will attend to your needs with efficiency and care, ensuring that if urgent repairs are required, they will be attended to as a priority.

MAKE A CLAIM

HELPFUL HINTS

  • If you are involved in a motor vehicle accident, take all reasonable steps to secure your vehicle to prevent further loss, damage or liability (provided it is safe to do so).
  • Notify the police immediately if your vehicle or any of your property has been stolen or maliciously damaged.
  • Contact our Claims Service Team as soon as possible to allow them to issue you with a claim form and offer advice about the next steps you should take.
  • Supply us with as much information as you can about the accident, loss, theft or damage (including any written communication you have received from another party) to ensure we are armed with the knowledge we need to settle or defend your claim.
  • Notify us of any other insurance policies you may have that could cover the same loss, damage or liability.
  • Inform us immediately of any notice of impending prosecution or details of any inquest or official inquiry in relation to your claim or intention to claim.
  • Cooperate fully with us, including attendance at Court if necessary, to provide evidence should we need to defend a claim made against you or should we attempt to recover funds we have paid you from the party at fault.

WE TAKE CUSTOMER SERVICE VERY SERIOUSLY

At Armada Underwriting we are dedicated to offering the highest possible standard of customer service at all times.

Do not hesitate to contact us if:

  • You feel you have been offered anything less than first class service, or
  • You have any concerns or complaints about your insurance policy, or
  • You disagree with the outcome of an insurance claim.
  • We will do everything we can to resolve your issue or complaint as quickly as possible.

CONTACT THE CLAIMS SERVICE TEAM

Telephone: 1300 479 186
Fax: 02 9524 6566
Email: armada@au.innovation-group.com

TERMS & CONDITIONS

MAKING A COMPLAINT

Armada Underwriting values our customers and their opinions. If you are unhappy with any of our products or services, we want you to tell us so that we have the opportunity to address your concerns.

Armada and ProRisk underwrite and sitribute insurance policies on behalf of a number of insurers and the complaints process varies depending on the relevant insurer and type of insurance. Your quotation and policy document will identify the relevant insurer and complaints process, however if you are unsure we will assist you in confirming the process relevant to your matter.

COMPLIANTS PROCESS

  • STEP 1 - CONTACT OUR OFFICE

    If you have a complaint, the first thing to do is raise any issues that you may have with the member of staff with whom you have been dealing and attempt to resolve any issues with them directly. The members of our team are trained to handle complaints efficiently and fairly. If you are unable to resolve your complaint with your contact person, you may escalate your complaint.

    To assist us in dealing with your complaint, please provide as much information as possible about the reasons for your complaint, including your claim or policy number (if applicable).

    If we are unable to resolve your complaint, you can escalate your complaint to the relevant Internal Dispute Resolution Committee who will review your complaint and provide you with a written response to your complaint.

    For policies and/or claims underwritten on behalf of Virginia Surety Company, Inc. (part of Assurant Inc.) (“VSC”):

    • Complaints relating to claims should be directed to Innovation Group (Australia) (armada@au.innovation-group.com) or telephone 1300 479 186 who are the third-party claims administrator.
    • For all other complaints, this can be done verbally or in writing via email at complaints@prorisk.com.au or telephone on (03) 9235 5255.
    • If your complaint cannot be resolved at Stage 1 and you would like it reviewed, you must escalate your complaint directly to VSC using the details provided in Step 2 below.

    For policies and/or claims underwritten on behalf of HDI Global Specialty SE – Australia (“HDI”):

    • Complaints relating to claims should be directed to Innovation Group (Australia) (armada@au.innovation-group.com) who are the third-party claims administrator. If your complaint cannot be resolved by Innovation Group at Stage1, you will need to escalate your complaint to HDI using the details outlined in Step 2 below;
    • For all other complaints: if your complaint cannot be resolved at Stage1, you will need to escalate your complaint to HDI using the details outlined below if you would like a Stage 2 review to be conducted.
  • STEP 2 - SEEK A REVIEW

    If your complaint is escalated for a Stage 2 review, the relevant insurer (HDI or VSC) will contact you to keep you informed on the progress of your complaint; if further information is required or if they have reached a decision. You will be provided with an outcome of the Stage 2 review in writing within 30 calendar days from when your complaint was first received. Where further information, assessment or investigation is required, you will be contacted and advised of the reasons for the delay and reasonable alternative timeframes will be advised.

    Insurer Address Phone Email
    Virginia Surety Company, Inc Internal Dispute Resolution Panel
    C/- Assurant Inc.
    PO Box 246
    Balwyn VIC 3103    		 1300 654 611 customerfeedback@assurant.com
    HDI Global Specialty SE, Australia Internal Dispute Resolution Committee
    HDI Global Specialty SE, Australia
    Level 33, Tower One, International Towers Sydney 100
    Barangaroo Avenue
    Sydney, NSW, 2000    		 (02) 8646 8320 HGABdisputes@hdi-specialty.com
  • STEP 3 - SEEK AN EXTERNAL REVIEW

    If your complaint is not resolved in a manner satisfactory to you or we do not resolve your complaint within 30 calendar days of receiving it at Step 1, you may refer the matter to the Australian Financial Complaints Authority (AFCA).

    AFCA is a free and independent external dispute resolution scheme available to our policy holders to review insurance disputes. Any determination AFCA makes is binding on us, provided you also accept the determination. You do not have to accept their determination, and you have the option of seeking remedies elsewhere. AFCA has authority to hear certain complaints and you should contact AFCA directly to confirm if they can assist you.

    For further details you can visit their website www.afca.org.au or contact AFCA:

    By telephone: 1800 931 678

    By email: info@afca.org.au

    By mail:
    Australian Financial Complaints Authority
    GPO Box 3, Melbourne VIC 3001

THE GENERAL INSURANCE CODE OF PRACTICE

Since 1 January 2022, both insurer's Virginia Surety Company, Inc. (ARBN 080 339 957, AFSL 245579) and HDI Global Specialty SE - Australia (ABN 58 129 395 544, AFSL 458776) are signatories to the General Insurance Code of Practice (Code). The Code outlines the standards that insurers need to deliver and. It lets you know what you should expect from your insurance company.

The objectives of the Code are to:

  • commit us to high standards of service;
  • promote better, more informed relations between us and you;
  • maintain and promote trust and confidence in the General Insurance industry;
  • provide fair and effective mechanisms for the resolution of complaints and disputes you make about us; and
  • promote continuous improvement of the General Insurance industry through education and training.

The Code Governance Committee is an independent body that monitors and enforces insurers’ compliance with the Code as well as identifying areas for improvement of insurance practices and helping the general insurance industry understand and comply with the Code.

Further information about the Code or the Code Governance Committee and your rights under it is available at https://insurancecouncil.com.au/cop/.

Confirmation of Claim Transaction

  • Retail claims only

    As part of our claims process, customers receive updates about the progress of their claim. These updates may include information about a claim decision, paying a policy excess and settlement.

    Would you like a confirmation of your insurance claim?

    If you have lodged a claim with us for a (car, home, boat or travel) policy, you can request a confirmation of your insurance claim (a Confirmation of Claim Transaction) and we will provide it after the claim is finalised. It will confirm basic information about your finalised claim.

    How can I request a Confirmation of Claim Transaction?

    You can request a Confirmation of Claim Transaction by completing the Confirmation of Claim Transaction request form or by contacting our claims team on 1300 479 186.