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Complaints

What should you do if you have a complaint?

1. If you are dissatisfied with our service in any way, please contact us and we will attempt to resolve the matter in accordance with our Complaints Handling and Dispute Resolution Policy, a link to which is provided at the bottom of this webpage. In the first instance you should address any concern or complaint to the Marsh representative servicing your account. Alternatively, you may contact the Marsh Complaints Officer on (03) 9603 2338 or email complaints.australia@marsh.com.

2. If your complaint is not resolved to your satisfaction, the matter will be referred to the Marsh Complaints Officer to investigate and take appropriate action. You will be advised within 30 days of our decision. If the matter is complex and a longer period is required, you will be informed.

3. If you are not satisfied with our final decision, you may be able to refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA’s role is to assist consumers and small business resolve disputes with their broker or their insurance company. Third party motor vehicle claimants who are uninsured can also access AFCA.

If you have any query about whether your complaint can be handled within AFCA’s rules or you wish to contact them, their contact details are: Phone: 1800 931 678; Email: info@afca.org.au; Online: www.afca.org.au; and Mail: GPO Box 3, Melbourne, Victoria 3001

 

Complaints relating to QBE Binder Policies (Public & Products Liability and Associations Liability)

If you have a complaint about a policy that we arranged under the QBE binder authority, we will escalate the matter to QBE Insurance (Australia) Limited (‘QBE’) within 2 business days.

If you have a QBE policy you can contact QBE Complaints Customer Relations team directly:

- Call: 1300 650 503

- Email: complaints@qbe.com

- Mail: Customer Relations, GPO Box 219, PARRAMATTA NSW 2124

If you are not satisfied with the handling of your complaint, you have the right to take your complaint directly to the Australian Financial Complaints Authority (AFCA).

 

Marsh Complaints Policy

Click here to download Marsh Complaints Policy

Local Community Insurance Services (LCIS) is a division of JLT Risk Solutions Pty Ltd (ABN 69 009 098 864, AFSL 226 827) (JLT) and is a business of Marsh. JLT arranges insurance and is not the insurer, and may under binding authority act as an agent of the insurer and not on your behalf.

This website contains general information, does not take into account your individual objectives, financial situation or needs and may not suit your personal circumstances. For full details of the terms, conditions and limitations of the covers and before making any decision about whether to acquire a product, refer to the specific policy wordings and/or Product Disclosure Statements available from JLT Public Sector on request.

LCPA 26/2418

 

 





Local Community Insurance Services (LCIS) is a division of JLT Risk Solutions Pty Ltd (ABN 69 009 098 864, AFSL 226 827) (JLT) and is a business of Marsh. JLT arranges insurance and is not the insurer, and may under binding authority act as an agent of the insurer and not on your behalf.

If JLT cannot issue insurance to you as an agent of an insurer because the underwriting information you have provided means that the insurable risk falls outside of our Binding Authority, JLT can instead arrange your insurance on the open market as your agent. In this instance, JLT will be acting in a dual capacity, as an agent for the insurer in collecting the information and then as your agent in arranging the insurance. JLT will also be acting in such a dual capacity in circumstances where you have obtained multiple insurance policies through JLT, where some of those policies have been issued by JLT as agent of an insurer and others have been arranged by JLT as your agent. All insurance coverage is subject to the terms, conditions and exclusions of the applicable individual policies. JLT cannot provide any assurance that insurance can be obtained for any particular client or for any particular risk.

This website contains general information, does not take into account your individual objectives, financial situation or needs and may not suit your personal circumstances. For full details of the terms, conditions and limitations of the covers and before making any decision about whether to acquire a product, refer to the specific policy wordings and/or Product Disclosure Statements available from LCIS on request.

JLT arranges insurance and premium costs directly to not-for-profit clubs and community groups. Quotations, renewals and new business policies are not to be accessed and resold by insurance advisers or other insurance intermediaries.

© Copyright 2026 JLT Risk Solutions Pty Ltd