Dated: 05/06/2025
To improve your experience and ensure you have access to the most up-to-date information, we provide certain disclosures and detailed policy information on our website.
Important Information:
We provide important disclosures about our services, fees, commissions, relationships, and other essential information online. You can access these details at: www.insurance.com.au/disclosures. By using our services, you agree to receive disclosures electronically unless you request a printed copy. Contact us anytime at 1300 468 730 or support@insurance.com.au if you’d prefer a hard copy or to discuss this further.
Need more details? Links to key documents like relevant Product Disclosure Statements (PDSs) are provided throughout this page.
In this page, the words “we”, “our” or “us” is a reference to insurance.com.au Pty Ltd and Insurance House. “You” and “your” refer to you as our client or the insured person.
Who is insurance.com.au?
insurance.com.au Pty Ltd trading as insurance.com.au is an Authorised Representative AFSRN 443422 of Insurance House Pty Ltd ABN 33 006 500 072 AFSL 240954. Insurance House Pty Ltd holds an Australian Financial Services Licence (AFSL 240954) and is regulated by the Australian Securities & Investments Commission (ASIC). Insurance.com.au Pty Ltd is authorised by Insurance House to provide financial services on their behalf including to advise and deal in general insurance products to wholesale and retail clients.
insurance.com.au Pty Ltd ABN 27 163 909 073 trading as insurance.com.au
AFS Representative Number 443422
696 Bourke Street Melbourne VIC 3000
Phone: 1300 468 730 Email: support@insurance.com.au Web: insurance.com.au
What services can insurance.com.au supply?
We offer a range of services. These include:
- Issuing general insurance products.
- Arranging and advising on general insurance products.
- Arranging premium funding (if required).
- Handling and assisting with insurance claims.
- Referral to other product and service providers.
We do this in different ways.
Broking Services
If the general insurance products available at insurance. com.au are not suitable for your risks, needs or circumstances, we may, at your request, seek to identify other insurance products that may be suitable.
To do this we require you to provide accurate and complete information about the proposed insureds and risk. When identifying and arranging an insurance policy for you, we only consider the policies offered by the insurers or insurance providers that we deal with regularly. In giving you information about the costs and terms of these policies we have not compared those policies to all policies available in the market, only from those insurers we deal with regularly.
We also do not consider your personal objectives, financial situation or needs when providing this service. You should read the relevant Product Disclosure Statement (PDS) or Policy Wording to determine if the policy is suitable for your personal objectives, financial situation and needs before proceeding. We act on your behalf when arranging this insurance and handling any claims unless we tell you otherwise.
Referral Services
If we are unable to assist you, or you require other financial products or services we are not authorised to provide, we may refer you to another service provider.
We may refer you to Steadfast Group Limited (Steadfast) Network related business authorised to provide the products or services. Alternatively, we may refer you to a service provider we have entered into an agreement with for the provision of the services to insurance.com.au clients.
We do not recommend if the products or services offered by our referral partners are suitable for your needs and circumstances. You should consider the information provided and make your own decision before proceeding.
Relationships and Conflicts of Interest
insurance.com.au is a Steadfast Group Limited (Steadfast) Network. As a Steadfast Network Broker, we have access to services including model operating and compliance tools, procedures, manuals and training, legal, technical, HR, contractual liability advice and assistance, group insurance arrangements, product comparison and placement support, claims support, group purchasing arrangements and broker support services. These services are either funded by Steadfast, subsidised by Steadfast or available exclusively to Steadfast Network Brokers for a fee.
You can obtain a copy of Steadfast's FSG at www.steadfast.com.au.
Conflicts of interest are circumstances where some or all your interests are inconsistent or diverge from some or all of our interests. Conflicts of interest are managed in accordance with the Code.
Services provided by another member of the Steadfast Group Limited (Steadfast) to you are provided on an arm’s length basis. If you use their services and or purchase a financial product from them, we may also benefit from improvement in the Group’s performance.
We hold a binding authority from a number of insurers to issue contracts of insurance and to handle claims on their behalf. When we arrange insurance or handle claims under one of these binders, we will be acting as the agent of the insurer, not as your agent. We will tell you when this is the case.
Distributors
insurance.com.au Pty Ltd and Insurance House Pty Ltd may appoint Distributors to deal in general insurance products. Distributors are authorised to arrange certain insurance products on our behalf. Distributors are not authorised to provide financial product advice and are permitted to provide factual information only. We will pay the Distributor a share of the commission and or fee we earn on each policy they arrange under the agreement. The rate of commission and or fee we pay is in the range of 0% and 100% of the commission and or fee we earn excluding the premium and applicable taxes.
Disclosure of Remuneration
- We receive commissions from insurers, typically between 5% and 50% of the base premium. We may also charge you a broker fee depending on the services provided. Full details of fees and commissions applicable to your policy will be disclosed on your invoice.
- If we hold your money in trust pending payment to the insurer, we also retain any interest earned.
- Our employees are paid a salary. Bonuses or incentives may be payable depending on a number of factors including performance and the achievement of company goals.
- If you were referred to us, we may pay the referrer up to 75% of our commission. This will not increase the cost to you.
- We may be paid commission by any company with which we have a joint venture arrangement. The rate of remuneration depends on contractual arrangements.
Fees we pay to Referrers
If a person has referred you to us, we may pay them 0% to 75% of our commission and or a fee based on the nature of the referral. This will not increase the amount you pay us.
How do you pay your Premiums?
Invoices
We will invoice you for the premium, statutory charges (e.g. stamp duty, fire services levy etc) and any fees we charge for arranging your insurance. You must pay us by the payment due date noted in the invoice or, in the case of a renewal, before the expiry date of the contract of insurance. The methods of payment will be outlined on the invoice. If you do not pay the premium on time, the insurer may cancel the contract of insurance and you will not be insured. The insurer may also charge a short-term penalty premium for the time on risk.
Premium Funding
Premium Funding products enable you to pay your premiums by instalments. Insurance.com.au has a preferred supplier arrangement with PF BidCo Pty Ltd ABN 35 646 214 262 trading as Arteva Funding. Arteva Funding charges an administration fee and interest on the amount borrowed. They may also charge you additional fees including if you do not pay an instalment on time, pay by credit card or you cancel the contract early. Details are outlined in the Arteva Funding agreement you enter into. Please read this document carefully.
We earn commission from premium funders. The commission received for premium funding is in the range of 0% to 5% of the amount funded. We receive an annual fee subject to contractual arrangements including insurance.com.au implementing digital product solutions, assisting Arteva when requested including to provide documentation to facilitate a loan contract.
By providing access to or assisting with premium funding we do not provide advice or represent that the products or services are suitable for you or that they are the most appropriate. You need to consider the information provided in the premium funding contract and make your own decision based on the information provided.
Credit Card Fees
If you pay by credit card we may charge you a credit card fee which is always disclosed to you. This fee is not refundable.
What if you change your mind and do not want the Policy?
Cooling Off Period - Retail Insurance Products only If you decide that you do not need a contract of retail insurance, you have a minimum of 14 days from the earlier of, the date you receive confirmation of the contract and the date it was arranged, to change your mind. You must tell the insurer in writing that you wish to return the insurance contract and have the premium repaid. If you do so, subject to any claims being made against the policy, the insurance contract will be terminated from the time you notified the insurer and the premium will be returned. The insurer may retain its reasonable administration and transaction costs.
Complaints
Please talk to us first.
If you have a complaint, please contact us on 1300 468 730 and we will do our best to resolve it quickly. Your complaint will be handled according to our Complaints Handling procedures which can be found on our website, here or upon request.
You can also refer your complaint directly to Insurance House.
Contact details for Insurance House are:
Phone: 1300 305 834
Email: complaints@ihgroup.com.au
Mail: Level 31, 300 La Trobe Street Melbourne Victoria 3000
If Insurance House is unable to resolve your complaint to your satisfaction, as a Steadfast Network Broker we have access to a free, additional, proactive service known as the Steadfast Customer Advocacy service. It can assist if you have a problem related to satisfaction, or fair treatment in relation to your dealings with us, or your insurer. The service can be accessed by sending an email to customeradvocacy@steadfast.com.au , or by calling the Steadfast Group Ltd head office on 02 9495 6500 and asking to speak with the Customer Advocacy service.
If we are unable to resolve your complaint to your satisfaction, you may refer your complaint to the Australian Financial Complaints Authority (AFCA). Insurance House is a member of AFCA which provides a free independent dispute resolution service.
You can contact AFCA by:
Phone: 1800 931 678
Email: info@afca.org.au
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001
Web: afca.org.au
If you have a complaint about a policy that we arrange under a binder and we are unable to satisfactorily resolve your complaint, we will refer your complaint to the insurer for review. We will tell you when this is the case and keep you informed.
If the insurer is unable to resolve your complaint to your satisfaction, you may refer your complaint.
Client Compensation
Insurance House holds a Professional Indemnity Policy (PI policy). The PI policy covers us and our representatives (including our authorised representatives) for claims made against us and our representatives by clients as a result of the conduct of us, our employees or representatives in the provision of financial services.
Our PI policy covers us for claims relating to the conduct of representatives who no longer work for us and satisfies the requirements for compensation arrangements under Section 912B of the Corporations Act 2001.
Privacy and electronic communication policy
What information do we collect and how do we use it? We collect information about you and your interactions with us, for example when you use any of our products or services, call us or visit our website or make a claim under a policy. This can include a broad range of information ranging from your name, address, contact details, age to other information about your personal affairs including your assets, personal belongings, criminal history, health and industry affiliations or memberships.
For more information on our privacy policy please visit: Privacy Policy.
If you need more information or have any questions, please feel free to contact us. If you would like any of this information provided in a printed format, please contact us and we will be happy to assist.
Preparation Date: 05/06/2025 Version: WebdisclosureV05.06.25