Miramar Underwriting

Complaints Policy

At Miramar Underwriting Agency, we aim to use our focus, knowledge and dedication to provide our clients with a level of service that can only be described as the best.

If however you are in any way dissatisfied with the level of service you have received from Miramar, or an Insurance policy we have quoted or issued to your client, you are entitled to make a complaint.

At Miramar, we have an Internal Disputes Resolution process in place which is managed by our Complaint’s Officer. This process has been created to resolve complaints in a fair and efficient manner.

If we are unable to resolve the complaint with you, you have the option of referring your complaint to: Lloyds Australia or Suncorp Metway

Their recommendations on the resolution of a complaint are not binding on you but are binding on us.

The Miramar Complaints Process to follow:

1. Contact the Underwriter who manages your insurance matters and explain to them the nature of your complaint.
2. If you are not satisfied with the Underwriter’s attempt to resolve your complaint, you are entitled to make an official complaint to our Complaint’s Officer, whose details can be given to you by any staff member upon request.
3. Once our Complaint’s Officer has received notification of your formal complaint, they will begin our complaint’s process, which will start with them contact you within 24 hours of your complaint notification to confirm receipt.
4. As stated by the Insurance Code of Practice, Miramar aims to deal with all complaints within 15 days of receipt of notification, provided all the relevant information has been received. Should further information be required, our Complaint’s Officer will contact you to ask for the additional information. Miramar cannot deal with your complaint if insufficient information has been provided by you.
5. Miramar will work towards the resolution of your complaint by carrying out an investigation that will involve contact with you, our Underwriter or the employee responsible for the service being complained about.
6. Once our Complaint’s Officer has reached a resolution to your complaint, you will be contacted and informed regarding the outcome. If after this process you are not satisfied with Miramar’s resolution of your complaint, the Complaint’s Officer will provide you with the reasons for that outcome.
7. The Complaint’s Officer will also inform you if Miramar believes the dispute is one to which the Lloyds or Suncorp dispute facility will apply when the dispute is about a Lloyds or Suncorp product and inform you as to how to refer a dispute to Lloyds or Suncorp.
8. If your complaint is in regards to a Lloyds or Suncorp policy or a claim and Lloyds or Suncorp’s consideration is still not acceptable to you, Lloyds or Suncorp may refer you to the Insurance Ombudsman Service Limited (IOS) or another relevant dispute facility as appropriate.

Contact Details

Miramar Underwriting Agency:
E-mail: complaints@miramaruw.com.au

In writing:
Complaint’s Officer
Miramar Underwriting Agency
PO Box 350
Manly 1655 2095

Lloyd’s Australia:
E-mail: www.lloydsaustralia.com.au

Suncorp Metway:
E-mail: www.gio.com.au