Trident Insurance Group (Trident) has a commitment to quality customer service. We will do everything possible to provide a quality service to you. However, we recognise that occasionally there may be some aspect of our service or a decision we have made that you wish to query or draw to our attention.
We have a Complaints and Dispute Resolution Procedure which undertakes to provide an answer to your complaint within 15 working days. If you would like to make a complaint or access our internal dispute resolution service please contact the Trident Insurance Group Pty. Ltd office.
Trident has appointed a Complaints Officer, Jordan Brindley who can be contacted at;
PO Box 191
Mount Hawthorn WA 6915
Phone: (08) 9202 8000
If the Complaints Officer is unavailable, customers should contact the Managing Director, Rick Wolozny.
We will strive to resolve any complaint internally within the stipulated 20 working days, though if your dispute remains unresolved within this time frame, you may be referred to the Australian Financial Complaints Authority (AFCA) under the terms of the Insurance Brokers Code of Practice.
AFCA independently assists consumers and small businesses to make and resolve complaints about financial firms. The procedure deals with disputes between a financial firm and an insured where a claim against the financial firm falls within AFCA’s rules and guidelines. Further information on AFCA and their jurisdiction can be found on their website; www.afca.org.au.
AFCA can be contacted at;
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
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