complaints & disputes

Should you have a complaint about any financial product or service Protecsure has provided, you can raise your concern with us.

We take the concerns of our customers very seriously and have detailed a complaint handling and dispute resolution procedures that you may access, at no cost to you.

To assist Protecsure with your enquiries, please provide us with your claim or policy number (if applicable) and as much information you can about the reason for your complaint or dispute.

Protecsure’s complaints and dispute procedures are as follows:

Stage 1 - Complaint Handling Procedure

If you are dissatisfied with any aspect of your relationship with Protecsure including its products or services and wish to make a complaint, Protecsure can be contacted at

  • Email:
  • Post: P.O. Box 1239, QVB, Sydney, NSW 1230, Australia
  • Phone: 0800 881 488
  • Fax: 0800 771 477

Stage 2 – Dispute Resolution Procedure

If you are dissatisfied with Protecsure’s response to your complaint, you can take your complaint to Stage 2 and refer to Chubb’s dispute resolution team. Chubb’s internal dispute resolution team can be contacted via:


Phone: +64 (9) 377 1459
Fax: +64 (9) 303 1909

Post: Internal Dispute Resolution Service
Chubb Insurance New Zealand Limited
PO Box 734
Shortland Street
Auckland 1140

Stage 3 - External Dispute Resolution

If your complaint is not satisfactorily resolved or answered within 45 days, you may refer the matter to the  Insurance and Financial Services Complaints Ltd. They are independent operators of the External Dispute Resolution. They are a free service and you may contact them directly at: 

Financial Services Complaints Ltd
PO Box 5967
Wellington 6140
Phone: 0800 347 257

Further details regarding our complaint handling and dispute resolution procedures are available from our website and on request.

Protecsure holds Professional Indemnity Insurance in accordance with the requirements of section 912B of the Australian Corporations Act. 

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© 2012 Protecsure Pty Ltd ABN 26 094 997 163 AFSL 238815 NZBN 9429030878495 FSP 3661171