Skip to main content
Honan logo

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. In the first instance you should address any concern or complaint to the Ardrossan representative servicing your account. Alternatively, you may contact the Complaints Officer on +61 (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 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:

Complaints relating to a Lloyd's policy?

If you have a complaint about a policy that we arranged under a Lloyd’s Coverholder binder authority that can’t be resolved to your satisfaction by us within 10 business days we will elevate the matter to Lloyd’s Australia Limited.

Lloyd’s Australia Limited,
Suite 1603/1 Macquarie Place, Sydney NSW 2000 
Email address: idraustralia@lloyds.com 
Telephone number: (02) 8298 0783 
Facsimile number: (02) 8298 0788

Your dispute will be referred to the Policyholder and Market Assistance at Lloyd’s. Complaints that cannot be resolved by them may be referred to the Financial Ombudsman Service UK. Further details will be provided at the appropriate stage of the complaints process.

Contact us

With you all the way

Helping you to realise your growth strategies and potential is the reason we exist.

Contact us today

Honan Insurance Group Pty Ltd (ABN 67 005 372 396, AFSL no. 246749) (“Honan”) is an insurance broker acting as agent for insureds and intending insureds and is a part of the Marsh Group of companies. Honan is not an insurer. 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 the product, refer to the specific policy wordings, product disclosure statements and/or target market determination (TMD) available from Honan on request.

From time to time, Honan may act under a binder arrangement with an insurer. When this happens, Honan is authorised by the insurer to issue certain insurance policies on the insurer’s behalf. When Honan does this, it acts as the agent for the insurer and not for any insured person. We will let you know when we are acting under a binder. You can view the product disclosure statements for the insurance policies we issue under a binder arrangement here. A copy of the target market determination (TMD) for each policy is also available on this website.

LCPA 25/888