Get a quote
Skip to Main Content
CHU
Manage my policy Get a quote
StrataTech login

Complaints and disputes

Retaining your confidence and loyalty is key to us.

CHU are dedicated to providing high quality service to our clients. The way in which we handle complaints is an integral part of our customer service experience. If you have a complaint in respect of any aspect of the service we provide, we would appreciate you letting us know and giving us the opportunity to resolve your concerns.

We will attempt in good faith to resolve any complaint in a fair, transparent, and timely manner.

Where we identify, or you tell us about, an error or mistake in handling your complaint, we will immediately initiate action to correct it. 

General Insurance Code of Practice

CHU adheres to the General Insurance Code of Practice issued by the Insurance Council of Australia (the Code). Further information about the Code and your rights under it is available at www.codeofpractice.com.au and a copy can also be provided to you by CHU.

Complaints

Tell us about your complaint

We are sorry to hear that you are not satisfied with your experience with CHU Underwriting Agencies. If you have any concerns or wish to make a complaint because something went wrong or you’re not satisfied in any way, please let us know so we can promptly make things right.

Any feedback is good feedback. It allows us to address any issues and resolve it with you in a fair and reasonable manner.

What’s next?

  1. Get in touch

    By online form : https://complaints.chu.com.au/
    By Phone: 1300 193 174
    By Email: complaints@chu.com.au
    By Post: PO Box 500, North Sydney, NSW 2059 or Level 33, 101 Miller Street, North Sydney NSW 2060

  2. Provide all supporting documents with dates, a detailed description of your complaint and how you would like it resolved - this will assist our review.

  3. We will acknowledge your complaint (generally within 1 business day), give you a reference number and the name and contact of the person who is handling your complaint.

  4. We will keep you updated on the progress of your complaint at least every 10 business days.

  5. Most complaints can be resolved promptly, but if we are unable to resolve your complaint within 30 calendar days, we will tell you why we need more time to investigate it.

  6. If there is a delay or we are not able to provide a final response within 30 calendar days, we will tell you the reason for the delay and we’ll keep you updated every month. At that point, we’ll also give you the option to escalate this complaint to Australian Financial Complaints Authority (AFCA).

If we cannot resolve the complaint or you’re unhappy with our response?

You can lodge a dispute through the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Australian Financial Complaints Authority (AFCA)
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Postal Address: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC, 3001

CHU Underwriting Agencies Pty Ltd (ABN 18 001 580 070, AFS Licence No: 243261) acts under a binding authority as agent of the insurer QBE Insurance (Australia) Limited (ABN 78 003 191 035, AFS Licence No: 239545).

Terms, conditions, limits and exclusions apply to the products referred to above. Any advice on this website is general advice only and has been prepared without taking into account your objectives, financial situation or needs. Before making a decision to acquire any product(s) or to continue to hold any product we recommend that you consider whether it is appropriate for your circumstances and read the relevant Product Disclosure Statement (‘PDS’), Financial Services Guide (‘FSG’), and the Target Market Determination (‘TMD’) which can be viewed on this website or obtained by contacting CHU directly.

CHU Underwriting Agencies is a wholly owned subsidiary of Steadfast Group Ltd (ABN 98 073 659 677) (‘SGL’). SGL may receive a professional services fee (PSF) from insurers, premium funders and underwriting agencies such as CHU Underwriting Agencies (Partner) for access to regulatory and compliance support; marketing and communications; data insights; and access to technology platforms. The PSF is an agreed amount between SGL and the relevant Partner, usually annually. The PSF is not determined by the volume of the business that the Steadfast Network brokers place, nor is the amount of the PSF known to the Steadfast Network Brokers, so it is not able to influence recommendations to their clients. CHU Underwriting Agencies may have access to shared services from SGL, including: compliance tools; procedures; manuals and training; legal; HR banking; and group purchasing arrangements. These services are funded by SGL, subsidised by SGL or SGL receives a fee for them. SGL’s FSG is available at www.steadfast.com.au or on request by telephoning SGL’s Company Secretary on +61 2 9495 6500.

The CHU website has been translated for your convenience using translation software powered by Weglot (https://weglot.com/). Reasonable efforts have been made to provide an accurate translation, however, no automated translation is perfect nor is it intended to replace human translators. Translations are provided as a service to users of the CHU website, and are provided "as is." No warranty of any kind, either expressed or implied, is made as to the accuracy, reliability, or correctness of any translations made from English into any other language.

Copyright © 2024 CHU Underwriting Agencies Pty Ltd