AAMI Financial Services Guide

This Financial Services Guide (FSG) is issued by Australian Associated Motor Insurers Limited (AAMI) ABN 92 004 791 744, Australian Financial Services Licence No. 238173 in relation to AAMI Business Insurance.

This FSG is an important document. It provides you with information about AAMI to help you decide whether to use the financial services we provide. It explains the services that we can offer to you, how we are remunerated and provides details of how we maintain your privacy and deal with complaints.

You are also entitled to receive a Statement of Advice (SoA) whenever we provide you with any personal financial advice. Personal financial advice is advice that takes into account one or more of your objectives, financial situation and needs or could reasonably be expected to take one of those matters into account.The Statement of Advice will contain a record of the advice given by the AAMI employee, the basis on which it was given and information about any remuneration and commissions which may have influenced the advice.

If we make a recommendation to you to acquire a particular insurance policy or offer to issue an insurance policy to you, we will also provide you with a Product Disclosure Statement (PDS) and any Supplementary Product Disclosure Statement (SPDS) containing information about the policy to help you make an informed decision about the product.

Who are we?

Any financial services offered will be provided by employees of AAMI. AAMI is licensed under the Corporations Act to provide these financial services to you.

For any enquiries you may have about your insurance needs, or an existing policy, please contact us;

by phone on: 13 22 44 or

write to: AAMI Business Insurance, GPO Box 2470,Adelaide SA 5001

Who do we act for?

In providing you with financial services AAMI is acting on its own behalf and not as a representative of another party.

What services can we offer?

AAMI can:

provide general advice and personal advice in respect of general insurance such as AAMI Business Insurance; and
issue, vary and dispose of general insurance products such as AAMI Business Insurance policies.

How are we paid for providing the financial services?

You pay us premiums for the AAMI insurance policies that we provide to you. The basis of how these premiums are determined can be found in the relevant PDS and any SPDS for the policy.

AAMI does not charge you any additional fees for providing you with financial product advice.

AAMI employees do not receive any commissions or benefits in relation to services provided to you in relation to any AAMI policy issued to you.These employees receive salaries.

No remuneration (including commissions) or other benefits is paid to anyone for referring customers to AAMI.

How we maintain your privacy.

AAMI respects your privacy and collects your personal information in order to provide insurance services to you. Our privacy strategy is outlined in your Customer Information Booklet (known as Part 2 of the PDS) that will be sent to you if you wish to obtain an AAMI Business Insurance policy. Alternatively you can visit our Business Insurance web page at www.aami.com.au.

AAMI does not sell your personal information to third parties. By applying for an AAMI insurance policy, you have consented to AAMI disclosing, when necessary, your personal information to other related entities and service providers for the purpose of providing insurance services to you.

How we resolve your complaints.

If you think we have let you down in any way, or our service is not what you expect, please let us know so we can help you.You can tell us about your complaint by phone or in writing. If you phone, you will be given the name of the person who will be dealing with the matter. If you write to us, your letter will be directed to the correct person.

Your complaint will be handled by the person who has the authority to deal with it and this person will consider the facts and contact you to resolve your complaint as soon as possible, usually within 24 hours of receiving your complaint. If this person is not able to resolve the matter to your satisfaction, then it will be referred to the relevant AAMI Business Insurance Manager and you will be contacted usually within 5 working days.

If you are not satisfied with the relevant AAMI Business Insurance Manager’s response, you can ring, write to or email the AAMI Customer Ombudsman or the Financial Ombudsman Service.

The AAMI Customer Ombudsman acts with the authority of AAMI’s Chief Executive Officer in dealing with disputes.

The AAMI Customer Ombudsman will respond in detail to you within five working days of receiving your letter or email.

How to contact the AAMI Customer Ombudsman

Telephone:	13 22 44 (local call costs apply) 9am to 5pm EST Monday to Friday.
Fax:	(03) 9529 1214
Write to:	The AAMI Customer Ombudsman,AAMI Limited, PO Box 14180, Melbourne City Mail Centre,Victoria 8001
Email:	consumerappeals@aami.com.au

If you disagree with the AAMI Customer Ombudsman’s decision, you can choose to have the matter resolved externally, for example, through mediation, arbitration or by taking legal action.

You can also raise complaints about certain services we provide directly with the Financial Ombudsman Service. This is an independent body and its service is free to you.

You can contact the Financial Ombudsman Service on 1300 780 808 toll free or by email to info@fos.org.au

You can visit the Financial Ombudsman Service web site at www.fos.org.au or write to: GPO Box 3, Melbourne, Victoria 3001

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