Customer
Care
MECON Insurance | Customer care
MECON Insurance recognises that some consumers may require additional support when dealing with us, these reasons may include: physical or mental illness, difficulty hearing or understanding English, or a family violence or financial hardship situation.
Vulnerability Support, Financial Hardship, Family Violence
You can read our Family Violence Supporting Vulnerable Customers Policy here.
If you notify us of (or we identify) a vulnerability, financial hardship or family violence, we will refer you to our insurer’s Customer Care team and/or provide its contact details. We will also provide you with the National Debt Helpline’s telephone number (listed below).
Part 9 (Supporting customers experiencing vulnerability) and Part 10 (Financial Hardship) of the General Code of Practice (GICOP) applies.
Contacting AIG for support
AIG has several ways they can help you. You can read about it here AIG Customer Care. They will provide you with a form to apply for financial support and help you through the application process. AIG can also help refer you to external services such as community support and financial counselling services.
AIG Insurance Limited
Customer Care Team Australia
1800 339 669
AIG Australia Customer Care website
National Debt Helpline
The National Debt Helpline provides confidential financial counselling resources that can provide advice to Australians in every state and territory: 1800 007 007
Financial Hardship
We’re committed to supporting customers facing financial hardship. Financial hardship involves an inability of the customer to pay a debt, rather than an unwillingness to do so. Financial hardship may arise from a variety of situations and may be for a limited duration or long term.
If you’re having trouble paying a financial obligation to us, contact AIG’s Customer Care team to talk about your situation. They can work out a plan with you, and may be able to assist by:
- offering installment payments, put recovery action on hold, deduct an excess etc.
The support that is provided does not include support with paying any insurance policy premiums.
Translator service
If you require a translator please contact us or AIG for access to the Translating and Interpreting Service (TIS) through the Australian government. You can read more on the website TIS.
Hearing impairment
If you have a hearing or speech impairment, contact us through the National Relay Service (NRS) by calling the numbers below, or go to the NRS website for other access options.
Voice Relay number: 1300 555 727
TTY number: 133 677
Fast tracking of urgent claims
If an event, such as a natural disaster, has meant you have to make a claim under your policy and resulted in you being in urgent financial need of benefits under that policy, please let us know. We might be able to speed up our assessment to give you a decision on your claim or pay an advance amount to assist ease your financial need.
Dispute Resolution / Complaints
You can read our Complaints and Dispute Resolution Policy here.
What is a complaint?
A complaint is an expression of dissatisfaction made to or about us, related to our products, services, staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected, or legally required.
MECON Insurance is committed to meeting and exceeding our clients’ expectations whenever possible and would like to know if your expectations haven’t been met. You are entitled to make a complaint about any aspect of your relationship with MECON Insurance including the conduct of its agents. We manage complaints according to GICOP and ASIC’s regulations. MECON Insurance will attempt in good faith to resolve any complaint/dispute in a fair, transparent and timely manner.
How we will handle your complaint
We aim to acknowledge receipt of your complaint by either telephone, email, social media channels or letter within 1 business day and advise the name and contact details of the complaints officer assigned. We will try to resolve the complaint within 30 calendar days.
What to do if you have a complaint
If you wish to lodge a complaint regarding any aspect of our service, please contact us:
+61 2 9252 1040
Post: Attn: Complaints Officer
Level 16, 1 Margaret Street, Sydney NSW 2000 or PO Box R1789 Royal Exchange NSW 1225
Australian Financial Complaints Authority (AFCA)
AFCA is an independent national scheme for consumers, free of charge and aimed at resolving disputes between the insured and their insurance intermediary or insurer. AFCA cannot hear all complaints, and AFCA will advise you if the complaint falls within its Rules.
If we do not resolve your complaint to your satisfaction, or if we have not resolved your complaint within 30 calendar days, you can submit your complaint to AFCA.
AFCA’s contact details are:
1800 931 678
Post: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
Privacy Complaints
You can read the Privacy Policy here.
If you wish to gain access to your Personal Information, want us to correct or update it, have a complaint about how we have handled your Personal Information or any other query relating to our privacy policy, please contact our Privacy Officer:
+61 2 9252 1040
[email protected]
Post: Level 5, 50 Margaret Street, Sydney 2000 or PO Box R1789 Royal Exchange NSW 1225
The Insurance Council of Australia (ICA)
The ICA developed the General Insurance Code of Practice (GICOP), which is a voluntary self-regulatory code. GICOP sets out the standards that general insurers must meet when providing services to consumers. AIG, the insurer for the insurance products referred to on this website, is a signatory to GICOP. You can read about the ICA and GICOP on the ICA website here.
Code Governance Committee (CGC)
The CGC is an independent body that monitors and enforces insurers’ compliance with GICOP. For more information on the CGC go to insurancecode.org.au. GICOP is intended to be a positive influence across all aspects of the general insurance industry including product disclosure, claims handling and investigations, relationships with people who are experiencing vulnerability and reporting obligations.
Promoting GICOP
We are committed to promoting, reviewing and improving GICOP.
- The Insurance Council of Australia is responsible for promoting the Code to customers and to industry participants that have not yet adopted the Code.
- The Insurance Council of Australia will work with the Code Governance Committee, the Australian Securities and Investments Commission, relevant regulators and other stakeholders to encourage all general insurers and other industry participants conducting business in Australia to adopt the Code.
- We will work with the Insurance Council of Australia to promote and champion the Code.
- We will:
a. provide information about the Code and the Code Governance Committee on our websites, and in our Retail Insurance Product Information. We will also provide this information in other places we consider it appropriate to do so;
b. work with the Insurance Council of Australia to provide general information to help you access insurance products;
c. work with the Insurance Council of Australia to initiate programs to promote insurance, financial literacy and the insurance industry; and
d. support the Insurance Council of Australia’s initiatives aimed at education on general insurance.
Product, Design and Distribution Obligations (PDDO)
You can read our PDDO Policy here.
MECON Insurance distributes any retail insurance products according to the insurer’s Target Market Determination (TMD) via intermediaries (i.e. insurance brokers). A TMD is a written document that describes the class of consumers that comprises the target market for a financial product and matters relevant to the product’s distribution and review. A copy of the TMD can be found on our Single Policy page here.
Confirmation of Transaction for Claims
Under the law if you are a *Retail Client you are entitled to confirmation information (the Confirmation) when AIG accepts or settles a claim made by you under this insurance coverage (the Transaction).
MECON Insurance has established a facility, on behalf of AIG, under which you can send an email to us at [email protected] requesting the Confirmation. We will provide the Confirmation to you as soon as reasonably practicable.
We will assume that you agree to the use of the facility to obtain the Confirmation, unless you advise us that you do not agree to the use of the facility and that you wish to obtain the Confirmation in another way.
Cash Settlement Fact Sheet (CSFS)
If you are a *Retail Client, we will give you a CSFS at the time we make you the cash settlement offer. A CSFS is required:
if we offer you a cash payment to settle part or all of a general insurance claim, if there are other legally available options to settle the claim (e.g. repair or replacement).
Definition of *Retail Client
The Corporations Act 2001 (Cth) defines a Retail Client as:
- an individual; or
- a manufacturing business employing less than 100 people; or
- any other business employing less than 20 people.