We are committed to meeting if not exceeding our clients expectations whenever possible and do not charge for handling complaints or disputes. Much as we all dislike receiving complaints, we recognise that dissatisfied clients have a right to complain and to have their complaint handled. We regard complaints as valuable feedback about our clients experience in dealing with us. If it has been an unhappy experience, then there is probably something that we need to learn from it.

Complaints provide us with a valuable opportunity to continuously improve our service and relationships. What to do if you have a Complaint Any enquiry or complaint relating to a policy of insurance or the conduct of one of Universal's employee's should be addressed to:

The Complaints Officer, 15 Margaret Street, Northmead NSW 2152

The following information should be provided:

How long will the process take?

The length of time taken to resolve a particular dispute will depend on the individual issue raised. In normal circumstances the dispute will be dealt with within 20 days from the date of our acknowledgement. You will be kept fully advised on all developments.

Our investigation will include discussions with the various parties involved and a review of all papers and documentation relating to the dispute where appropriate.

What if you are unsatisfied with our decision?

If you are unsatisfied with our decision regarding your complaint or dispute, you retain your full rights to take any other action to have your complaint resolved. Should you desire it, we are happy to provide details of independent dispute schemes or mediators which will review your complaint. Please feel free to contact us at any time to discuss any complaint or your options.