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Complaints

What should you do if you have a complaint?

1. If you are dissatisfied with our service, product or handling of a complaint 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. We will endeavour to provide a final decision in writing within 30 calender days of you first raising the complaint, provided we have all necessary information. If it's a more  complex matter, it may take a little longer to resolve and we'll keep you updated on the expected timeframe. 

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 your complaint relates to a policy arranged under a QBE binder authority, it will be escalated to QBE Insurance (Australia) Limited (“QBE”) within 1 business day.
Once received, your complaint may be managed by a frontline team member, who will aim to resolve the matter as quickly as possible, including, where appropriate, within 5 business days. If the complaint is more complex—such as those involving claim declinatures, financial hardship, or the value of a claim—or cannot be resolved within 5 business days, it will be referred to QBE’s Customer Relations team.

When your complaint is escalated to QBE, you will receive an acknowledgement. Your complaint will then be reviewed alongside all relevant information, and you will be kept informed of its progress.

If your complaint is managed by Customer Relations, QBE will endeavour to provide a final decision in writing within 30 calendar days of you first raising your complaint, provided all necessary information has been received.

If further information is required or additional time is needed, QBE will contact you. Where a delay occurs, QBE will explain the reasons, provide an updated timeframe, and inform you of your right to contact the Australian Financial Complaints Authority (AFCA) or another relevant external dispute resolution scheme.

Contacting QBE 

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

- Phone: 1300 650 503

- Email: complaints@qbe.com

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

How to contact Australian Financial Complaints Authority (AFCA)

Phone: 1800 931 678

Email: info@afca.org.au

Online: www.afca.org.au

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

AFCA can advise whether your complaint falls within their rules, noting that some exclusions apply. Time limits may apply, so complaints should be lodged promptly or refer to the AFCA website for further information.

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