Insurance Broker

Information on the Insurance Brokers Dispute Facility (IBDF) follows. It deals with disputes about general insurance brokers and some life insurance brokers.

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The Insurance Brokers Dispute Facility (IBDF)

IBDF is a free consumer service set up by the insurance broking industry to help resolve issues and disputes between insurance brokers and consumers. It covers policies to do with sickness and accident, life, travel, motor vehicles, home buildings and content, consumer credit, personal and domestic property and small business.

Most insurance broking firms are members of IBDF.

All firms that are part of IBDF must have internal procedures for resolving disputes. You should contact the firm and try to have your issue resolved in this way first. If you can't, you can contact the IBDF's Consumer Relations Manager to look into the complaint for you.

If your issue still has not been resolved to your satisfaction within 20 working days, the IBDF's Referee can look at your case and will make a decision within a further 20 working days. The broker must abide by that decision, but it is not binding on you.

Contact information:
Level 10, 99 William St Melbourne 3000
Phone: 1800 064 169 (toll free)
Fax: (03) 9620 0166
Email link
Link to IBDF web site

The General Insurance Brokers Code of Practice (on the ASIC web site) may help you put your case. It includes a list of standards of good practice.

You may also find the IBDF's Terms of Reference useful.