idSafe Identity Theft Expenses Protection Insurance

Product Disclosure Statement

Image Description

Master Policy Number: 091DSAFE18

The cover provided is subject to the terms, conditions and exclusions contained in this Policy Wording. Please note that other documents that make up the Policy may amend the standard terms, conditions and exclusions contained in this Policy Wording.

1. HOW THIS POLICY WORKS

  • The Policyholder has entered into a Policy with Us for which it pays Us an agreed premium. We provide the Covered Person(s) with cover under the Policy once the Covered Person’s subscription to the idSafe Product with the Policyholder has been confirmed and paid in full.
  • Under the Policy with the Policyholder, any person that meets the agreed Covered Person(s) criteria will be entitled to access cover under the Policy in accordance with its relevant terms and conditions.
  • Access is provided to a Covered Person(s) solely by reason of the statutory operation of section 48 of the Insurance Contracts Act 1984 (Cth). Covered Person(s) do not enter any agreement with Us and We do not hold anything on trust for them under this Policy.
  • The Policyholder is not the Insurer, is not an Australian Financial Services Licensee, does not guarantee or hold the Policy or rights under it on trust for a Covered Person(s), does not act on Our behalf or that of a Covered Person(s) and is not authorised to and makes no recommendation in relation to this insurance.
  • We may vary, terminate or not renew the Policy where permitted by law. We do not need a Covered Person’s consent. It is the responsibility of the Policyholder to notify Covered Person(s) of any variation or termination of the Policy. Variation and termination does not affect the rights of Covered Person(s) that arose before these events occurred.
  • No Claim is payable if the claimant was not a Covered Person at the time the Event occurred.
  • You get access to the Policy if You meet the eligibility criteria and if the cover is confirmed in writing by the Policyholder.
  • No advice is provided by the Policyholder or Us on whether this insurance is appropriate for Your needs, financial situation or objectives. You are not obliged to accept any of the benefit of the cover. However, if You wish to make a claim under the appropriate cover provided in this Product Disclosure Statement, You will be bound by the definitions, terms and conditions, exclusions and claims procedures set out in this document.

2. IMPORTANT INFORMATION ABOUT THIS POLICY

This document is a PDS and is also Our insurance Policy Wording. This document contains important information required under the Corporations Act 2001 (Cth) (the Act) and has been prepared to assist You in understanding insurance and making an informed choice about Your insurance requirements. It is up to You to choose the cover You need. It is important that You carefully read and understand this document before making a decision.

Other documents may form part of Our Policy Wording and PDS and if they do, We will tell You in the relevant document.

In return for the Policyholder paying Us a premium We insure You for the Events described in the Policy Wording and PDS, subject to the terms, conditions and exclusions of Your Policy. Please keep this document, Your Certificate of Insurance and any other documents that We tell You form part of Your Policy in a safe place in case You need to refer to them in the future.

Please check these documents to make sure all the information in them is correct. Please let Us know straight away if any alterations are needed or if You change Your address or payment details. For certain types of cover under the Policy, We will require You to provide receipts and other documentary evidence to Us before We pay a claim. You should keep those documents in a safe place.

You can contact Us on: 1800 958 123 or write to Us at: Chubb Insurance Australia Limited, GPO Box 4907, Sydney NSW 2001.

3. GENERAL INSURANCE CODE OF PRACTICE

We are a signatory to the General Insurance Code of Practice (the Code). The objectives of the Code are to further raise standards of service and promote consumer confidence in the general insurance industry. Further information about the Code and Your rights under it is available at www.codeofpractice.com.au and on request.

4. ABOUT CHUBB

Chubb Insurance Australia Limited (ABN 23 001 642 020, AFS Licence No. 239687) (Chubb) is the insurer and issuer of this product. In this PDS, “We”, “Us”, “Our” means Chubb. Our contact details are:

ABN: 23 001 642 020

AFS Licence Number: 239687

Head Office: Grosvenor Place, Level 38, 225 George Street, Sydney NSW 2000

Postal Address: GPO Box 4907, Sydney NSW 2001

Phone: 1800 958 123

E-mail: CustomerService.AUNZ@chubb.com

4.1 About Chubb in Australia

Chubb is the world’s largest publicly traded property and casualty insurance company. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. As an underwriting company, We assess, assume and manage risk with insight and discipline.

We service and pay Our claims fairly and promptly. The company is also defined by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength and local operations globally. Parent company Chubb Limited is listed on the New York Stock Exchange (NYSE: CB) and is a component of the S&P 500 index. Chubb maintains executive offices in Zurich, New York, London and other locations, and employs approximately 31,000 people worldwide.

Chubb, via acquisitions by its predecessor companies, has been present in Australia for over 50 years. Its operation in Australia (Chubb Insurance Australia Limited) provides specialised and customised coverages, including Marine, Property, Liability, Energy, Professional Indemnity, Directors & Officers, Financial Lines, Utilities, as well as Accident & Health insurance, to a broad client base. Chubb is a major insurer of many of the country’s largest companies. With five branches and over 500 staff in Australia, it has a wealth of local expertise backed by its global reach and breadth of resources.

More information can be found at http://www.chubb.com/au.

5. THE MEANING OF CERTAIN WORDS

Throughout this document, capitalised words have the meaning outlined in this section. Any reference to an Act, legislation or legislative instrument in this document also refers to that Act, legislation or legislative instrument as amended and as may be in force from time-to-time. The following words when capitalised letters in this document have the meaning given below.

  1. Benefit Amount means any amount referenced as such in the Covered Person Schedule.
  2. Claim means a request by You for any of the entitlements and benefits under this policy.
  3. Covered Person means:
    1. a Subscriber; and
    2. a Relative or Immediate Family of a Subscriber.
  4. Covered Person Schedule means the schedule attached to this Policy and referenced as such.
  5. Documents mean papers or other items containing references to Your identity including, but not limited to the following:
    • passport
    • driving license
    • credit, debit and bankcards
    • share certificates
    • birth certificate
    • bank account
    • building society account details
    • insurance documents - motor, home, travel and life
    • utilities account numbers
    • membership numbers of professional bodies
  6. Event(s) means an occurrence that could give rise to a Claim under Your Policy. Any one occurrence or series of occurrences attributable to one source or originating cause is deemed to be one Event.
  7. idSafe Product means the cyber security software application and services managed and operated by the Policyholder.
  8. Identity Theft means the theft of personal data or documents relating to Your identity which results in You:
    1. having money taken fraudulently from Your bank or building society credit or charge accounts; and/or
    2. being held liable for payment of goods or services purchased or contracted fraudulently by others.
    For the avoidance of doubt this definition only applies to the identity of a natural person.
  9. Loss of Income means:
    1. personal income lost due to time taken from Your work and away from Your work premises; and
    2. compensation for annual leave taken by You (including discretionary days, floating holidays, paid personal days and sick days);
    where such income has been lost as per 1. above or such leave has been taken as per 2. above following Identity Theft in order to:
    1. stop further fraudulent Use of Your identity;
    2. restore Your credit rating;
    3. restore Your bank, mortgage or loan accounts
    4. amend or rectify records regarding Your true name or identity.
    5. solely to pursue the amendment or rectification of records regarding Your true name or identity.
  10. Professional Services Expenses means expenses reasonably incurred by a suitably qualified third party service provider as decided at Chubb’s sole discretion that You retain with Chubb’s prior consent following an Event to:
    1. stop further fraudulent use of Your identity;
    2. restore Your bank, mortgage or loan accounts;
    3. amend or rectify records regarding Your true name or identity;
    4. pursue the amendment or rectification of records regarding Your true name or identity
    5. defend any Suit brought against You by a creditor or collection agency or other entity acting on behalf of a creditor for non-payment of goods or services or default on a loan as a result of Your Event; and
    6. remove any civil judgment wrongfully entered against You as a result of Your Event.
    The maximum aggregate coverage for Professional Services Expenses in any 12-month period from the date of the Claim notification is outlined in the Covered Person Schedule and changes depending on whether Your Documents were registered with the Policyholder within 30 days of receiving Your Policy.
  11. Personal Direct Expenses means expenses reasonably incurred by You with Chubb’s prior consent following an Event limited to:
    1. travel and accommodation expenses necessary for You to travel to another jurisdiction so as to establish Your bona fides and reverse or rectify any transaction inappropriately performed using Your identity in that jurisdiction;
    2. expenses for the care of Your dependents whilst You undertake approved travel as defined in (i) above;
    3. publishing public notices as may be required at law in relation to Your identity; and
    4. payment of fees for registration or re-issuing of Documents, the registration or re-issuing of which is essential for restoration of Your identity.
    The maximum aggregate coverage for Personal Direct Expenses in any 12-month period from the date of the Claim notification is outlined in the Covered Person Schedule and changes depending on whether Your Documents were registered with the Policyholder within 30 days of receiving Your Policy.
  12. Period of Insurance means the period starting on the start date of Your Policy and ending on the end date of Your Policy as shown on Your Covered Person Schedule attached to the Policy.
  13. Policy/Policy Wording/Master Policy/PDS means this document, and any other document that We tell You forms part of the Policy describing the insurance contract between the Policyholder and Us and/or the cover available to You.
  14. Policyholder means idSafe Pty Limited (ABN 96 619 617 435) of Level 3, 84 Union Street, Pyrmont, New South Wales 2009.
  15. Premium means the amount the Policyholder agrees to pay Us in return for the entitlements and benefits of the cover under this policy for Covered Persons.
  16. Relative or Immediate Family means Your Spouse, partner or parents or Your children, brothers and sisters who permanently reside with You at the address registered with Us.
  17. Subscriber means an individual customer who has subscribed to the Policyholder’s idSafe Product for which the Policyholder has paid a Premium for the cover provided by this Policy to the customer and who meets the eligibility criteria set out in clause 4 of this Policy
  18. Suit means a civil proceeding seeking monetary damages as a result of Identity Theft, or a criminal proceeding in which You are charged with illegal acts committed by someone else engaged in Your Identity Theft.
  19. We/Us/Our means the insurer Chubb Insurance Australia Limited, (ABN 23 001 642 020, AFSL 239687) (Chubb) who is the insurer/issuer of the policy.
  20. War means war, whether declared or not, or any warlike activities, including use of military force by any sovereign nation to achieve economic, geographic, nationalistic, political, racial, religious or other ends.
  21. You / Your refers to the Covered Person(s).

6. ELIGIBILITY CRITERIA

The Covered Person must:

  1. be a current Subscriber or a Relative or Immediate Family of a current Subscriber;
  2. be eighteen (18) years of age or older at the start date of the Policy;
  3. have a permanent residence in Australia;
  4. have unrestricted right of entry into Australia; and
  5. be an Australian resident; or be on a skilled working visa (e.g. a Temporary Skill Shortage visa) but not a working holiday visa; or have a partner/spouse visa which allows You to stay in Australia for at least (two) 2 years; or have a New Zealand passport.

7. POLICY LIMITS

In some cases the maximum amount We are liable to pay for a particular benefit, item, loss or claim within a Policy benefit may be limited and You should refer to the Summary of Benefits Table, the Policy and Your Certificate of Insurance to understand the limits that are applicable.

8. WHAT YOU ARE COVERED FOR

  1. Under this section, cover is provided for the following benefits, subject to all terms and conditions set out in this Policy.
  2. In the event of Identity Theft during the Period of Insurance, if You are provided assistance to restore Your identity and where Professional Services Expenses or Personal Direct Expenses have been incurred, we will indemnify You for such expenses up to the Benefit Amount as shown in the Covered Person Schedule.
  3. There is no obligation to accept any of the benefits of this cover. However, if You make a Claim under the cover provided, You will be bound by the definitions, terms and conditions, exclusions and Claims procedures set out in this document.
  4. Please keep detailed particulars and proof of loss including, but not limited to, financial correspondence, sales receipts, card statements and account statements, etc.

8.2  Professional Services Expenses and Personal Direct Expenses Cover

Within 30 days of receiving Your Policy, You must register Your Documents with the idSafe Product to be eligible for the maximum coverage of Professional Services Expenses or Personal Direct Expenses. If You fail to register Your Documents within the 30 days of receiving Your Policy, You will only be eligible for fifty (50) percent of the maximum coverage of Professional Services Expenses or Personal Direct Expenses.

8.3  Identity Theft Helpline

The Policyholder shall provide a helpline (1800 437 233) to You if You contact the Policyholder in respect of suspected Identity Theft (Assistance). This Assistance is limited to general directions on ways You can find more information on how You can:

  1. stop further fraudulent use of Your identity;
  2. restore Your credit rating;
  3. restore Your bank, mortgage or loan accounts;
  4. amend or rectify records regarding Your true name or identity; and
  5. pursue the amendment or rectification of records regarding Your true name or identity.

This Assistance will be provided at no additional charge to Covered Persons.

Should Identify Theft actually occur to the financial detriment of the Covered Person, the Policyholder will refer the Covered Person to Chubb who will ascertain whether a claim can be made under the Policy.

9. EXCLUSIONS

We will not cover losses under any sections of this Policy which are recoverable from any other source, or arising from:

  1. replacement of any item or credit obtained as a result of fraudulent Use of Your identity;
  2. any loss arising from any business pursuits or the theft of a commercial identity;
  3. any loss or liability arising from the use of any motor vehicle bought, leased or hired by fraudulent use of Your identity, where civil or criminal action is, or has been, taken against You;
  4. authorised charges that You have disputed based on the quality of goods or services;
  5. Identity Theft by Your relative or any person acting on behalf of You or Your relative, irrespective of whether they permanently reside with You at the address registered with Us;
  6. the amount of any claim which exceeds the Benefit Amount in any 12 month period;
  7. any Loss of Income;
  8. authorised account transactions or trades that You had disputed, or are disputing, based on the execution (or non-execution) of electronic transfers, trades or other verbal or written instructions or directions;
  9. any loss that was not incurred or did not commence during the Period of Insurance;
  10. an incident of Identity Theft for which You do not have a police crime reference number;
  11. loss caused by Your authorised representative;
  12. You wilfully concealing or misrepresenting any material fact or circumstance concerning this insurance or provided fraudulent information to Us;
  13. You failing to comply with any part of this Policy;
  14. You not using all reasonable means to avoid future loss;
  15. any costs, fees, or charges from Your bank or building society following Identity Theft.

10. GENERAL CONDITIONS

10.1 Start Date and Policy Period of Your Policy

Your Policy begins on the Start Date or on the latest Renewal Date, whichever is the later, and continues for one (1) calendar year (being the Period of Insurance) after which time it expires, or until it is cancelled.

10.2 Australian Law and Currency

Your Policy is governed by the laws of the State or Territory of Australia in which You normally reside. Any dispute or action in connection with Your Policy shall be conducted and determined in the courts of the State or Territory of Australia in which You normally reside.

All payments by Us to You or someone else under Your Policy must be in Australian currency.

If expenses are incurred in a foreign currency, then the rate of currency exchange used to calculate the amount payable in Australian Dollars (AUD) will be the rate at the time You incur the expense or suffer the loss.

10.3 Goods and Services Tax

Where You are a registered entity You may be entitled to an input tax credit for Your premium and/or for things covered by this Policy. You must disclose these entitlements to Us if You make a claim under Your Policy. If We agree to pay a claim under Your Policy, We will base any claim payment on the Goods and Services Tax (GST) inclusive costs (up to the relevant policy limit).

However, We will reduce any claim payment by an input tax credit You are, or would be, entitled to for the repair or replacement of insured property or for other things covered by this Policy.

10.4 Your Duty of Care

You must exercise all reasonable precautions:

  1. for the protection of Your identity;
  2. to prevent Identity Theft; and
  3. to obey any laws or regulations that safeguard Your identity.

10.5 Transfer of Interest

No interest in this Policy may be transferred without Our written consent.

10.6 Other Insurance

If at the time of a claim there exists to Your knowledge any other insurance covering loss, damage or liability insured by Your Policy, You must notify Us immediately and provide Us with details of such other insurance.

10.7 Subrogation

  1. In the event of any payment under this Policy, We shall be subrogated to the extent of such payment to all Your rights of recovery, and You shall execute all papers required and shall do everything necessary to secure and preserve such rights, including the execution of such documents necessary to enable Us effectively to bring suit in Your name.
  2. Where You have agreed with another person or company, who would otherwise be liable to compensate You for or contribute towards any loss or damage which is covered by the Policy, that You will not seek to recover such loss or damage or contribution from that person, We will not cover You, to the extent permitted by law, for such loss or damage or contribution.

10.8 Sanctions

We shall not be deemed to provide cover and We shall not be liable to pay any claim or provide any benefit hereunder to the extent that the provision of such cover, payment of such claim or provision of such benefit would expose Us, or Our parent to any sanction, prohibition or restriction implemented pursuant to resolutions of the United Nations or the trade and economic sanctions, laws or regulations of Australia, the European Union, United Kingdom, or United States of America.

11. CANCELLATION RIGHTS

11.1 We and the Policyholder may terminate the Master Policy in accordance with its provisions. The Policyholder will notify all Covered Persons of the date of such termination.

11.2 For Covered Persons whose Period of Insurance extends beyond the date of termination: In respect of such Covered Persons, their insurance cover will cease on the date that their Individual Period of Insurance expires.

12. HOW TO MAKE A CLAIM

12.1 Before making a Claim, You must first report the Identity Theft to either:

  1. the Australian Cybercrime Online Reporting Network (ACORN) and obtain an ACORN reference number to provide Us when lodging your Claim; or
  2. the Australian police and obtain a police event number to provide to Us when lodging your Claim.

12.2 When making a Claim You must:

  1. supply Your Policy Number and confirmation that you are a Subscriber;
  2. provide Us with the factual details of the Identity Theft;
  3. provide Us with the relevant ACORN or police report including the reference or police event number;
  4. provide documentary proof of the fraudulent activity from Your bank or credit union or as otherwise requested by Us;
  5. supply all Your original invoices, receipts, and reports and any other documentation necessary to support Your Claim for Professional Services or Personal Expenses including but not limited to:
    1. duly completed claim form; and
    2. any other relevant documents We may ask You and/or the Policyholder to provide.

12.3 If You fail to comply with the terms of the Policy, We may be entitled to refuse to pay or reduce the Claim that may be payable.

12.4 Please first read the relevant coverage section to determine what is covered, noting particularly conditions and exclusions and/or requests for specific information relating to Your Claim.

12.5 To make a claim, please submit a written notice of the claim to idSafe via email: customerservice@idsafe.com.au. For a claim form please contact idSafe on phone: 1800 437 233 email: customerservice@idsafe.com.au or download it from www.idsafe.com.au. You must submit a Claim within 30 days of the Identity Theft.

12.6 Benefits will be payable upon receipt of written proof, as required by Us, of the legitimate covered loss. You should keep copies of all documents that You send to Us. All information and evidence required by Us shall be furnished at the expense of You or Your personal representative and shall be in such form and of such nature as we may prescribe. We will make payments within thirty (30) days of receipt from You of all requested and necessary Claim documentation if You are entitled to receive reimbursement.

13. FINANCIAL CLAIMS SCHEME AND COMPENSATION ARRANGEMENTS

13.1 We are an insurance company authorised under the Insurance Act 1973 (Cth) (Insurance Act) to carry on general insurance business in Australia by the Australian Prudential Regulation Authority (APRA) and are subject to the prudential requirements of the Insurance Act.

13.2 The Insurance Act is designed to ensure that, under all reasonable circumstances, financial promises made by Us are met within a stable, efficient and competitive financial system.

13.3 Because of this We are exempted from the requirement to meet the compensation arrangements Australian financial services licensees must have in place to compensate retail clients for loss or damage suffered because of breaches by the licensee or its representatives of Chapter 7 of the Corporations Act 2001 (Cth). We have compensation arrangements in place that are in accordance with the Insurance Act.

13.4 In the unlikely event that We were to become insolvent and were unable to meet Our obligations under the Policy, a person entitled to claim may be entitled to payment under the Financial Claims Scheme. Access to the Scheme is subject to eligibility criteria. Please refer to https://www.fcs.gov.au for more information.

14. PRIVACY STATEMENT

In this Statement We, Our and Us means Chubb Insurance Australia Limited (Chubb).

You and Your refers to Our customers and prospective customers as well as those who use Our Website.

This Statement is a summary of Our Privacy Policy and provides an overview of how We collect, disclose and handle Your Personal Information. Our Privacy Policy may change from time to time and where this occurs, the updated Privacy Policy will be posted to Our website.

14.1 Why We collect Your Personal Information

The primary purpose for Our collection and use of Your Personal Information is to enable Us to provide insurance services to You. Sometimes, We may use Your Personal Information for Our marketing campaigns, in relation to new products, services or information that may be of interest to You. If You wish to opt out of Our marketing campaigns You can contact Our customer relations team on 1800 815 675 or email CustomerService.AUNZ@chubb.com.

14.2 How We obtain Your Personal Information

We collect Your Personal Information (which may include sensitive information) at various points including but not limited to when You are applying for, changing or renewing an insurance policy with Us or when We are processing a claim. Personal Information is usually obtained directly from You but sometimes via a third party such an insurance intermediary or Your employer (e.g. in the case of a group insurance policy). Please refer to Our Privacy Policy for further details.

When information is provided to Us via a third party We use that information on the basis that You have consented or would reasonably expect Us to collect Your Personal Information in this way. We take reasonable steps to ensure that You have been made aware of how We handle Your Personal Information.

14.3 When do We disclose Your Personal Information?

We may disclose the information We collect to third parties, including service providers engaged by Us to carry out certain business activities on Our behalf (such as claims assessors and call centres in Australia). In some circumstances, in order to provide Our services to You, We may need to transfer Your Personal Information to other entities within the Chubb group of companies such as the regional head offices of Chubb located in Singapore, UK or USA (Chubb Group of Companies), or third parties with whom We (or the Chubb Group of Companies) have sub-contracted to provide a specific service for Us, which may be located outside of Australia (such as in the Philippines or USA). These entities and their locations may change from time to time. Please contact us, if you would like a full list of the countries in which these third parties are located.

Where access to Our products has been facilitated through a third party (for example: insurance Policyholder, online marketing agency etc) We may also share Your information with that third party.

In the circumstances where We disclose Personal Information to the Chubb Group of Companies, third parties or third parties outside Australia We take steps to protect Personal Information against unauthorised disclosure, misuse or loss.

14.4 Your Consent

In dealing with Us, You agree to Us using and disclosing Your Personal Information as set out in this Privacy Statement and Our Privacy Policy. This consent remains valid unless You tell Us otherwise. If You wish to withdraw Your consent, including for things such as receiving information on products and offers by Us or persons We have an association with, please contact Our Privacy Officer.

14.5 Access to and correction of Your Personal Information

If you’d like a copy of your Personal Information or wish to correct or update it, want to withdraw Your consent to receiving offers of products of services from Us or persons We have an association with, or You would like a copy of Our Privacy Policy, please contact Our customer relations team on 1800 815 675 or email CustomerService.AUNZ@chubb.com.

To request access to, update or correct your personal information held by Chubb, please complete this Personal Information Request Form and return it to:

Email: CustomerService.AUNZ@chubb.com

Fax: + 61 2 9335 3467

Postal Address: GPO Box 4907 Sydney NSW 2001

14.6 How to Make a Complaint

If You have a complaint or would like more information about how We manage Your Personal Information, please review Our Privacy Policy for more details, or contact:

Privacy Officer

Postal Address: Chubb Insurance Australia GPO Box 4907 Sydney NSW 2001

Phone: +61 2 9335 3200

Email: Privacy.AU@chubb.com

15. COMPLAINTS AND DISPUTE RESOLUTION

We take the concerns of Our customers very seriously and have detailed complaint handling and internal dispute resolution procedures that You can access. Please note that if We have resolved Your initial complaint to Your satisfaction by the end of the 5th business day after we have received it, and You have not requested that We provide You a response in writing, the following complaint handling and internal dispute resolution process does not apply.

This exemption to the complaints process does not apply to complaints regarding a declined claim, the value of a claim, or about financial hardship.

15.1 Stage 1 – Complaint Handling Procedure

If You are dissatisfied with any aspect of Your relationship with Chubb including Our products or services and wish to make a complaint, please contact Us at:

The Complaints Officer

Postal Address: Chubb Insurance Australia Limited GPO Box 4065, Sydney NSW 2001

Phone: 1800 815 675

Email: Complaints.AU@chubb.com

The members of Our complaint handling team are trained to handle complaints fairly and efficiently.

Please provide Us with Your claim or Policy number (if applicable) and as much information as You can about the reason for Your complaint. We will investigate Your complaint and keep You informed of the progress of Our investigation. We will respond to Your complaint in writing within fifteen (15) business days provided We have all necessary information and have completed any investigation required. In cases where further information or investigation is required, We will work with You to agree reasonable alternative time frames and, if We cannot agree, You may request that Your complaint is taken to Stage 2 and referred to Our internal dispute resolution team.

We will otherwise keep You informed about the progress of Our response at least every ten (10) business days, unless You agree otherwise.

Please note if Your complaint relates to Wholesale Insurance (as defined in the General Insurance Code of Practice), We may elect to refer it straight to Stage 2 for review by Our Internal Dispute Resolution team.

15.2 Stage 2 – Internal Dispute Resolution Procedure

If You advise Us that You wish to take Your complaint to Stage 2, Your complaint will be reviewed by members of Our internal dispute resolution team, who are independent to Our complaint handling team and are committed to reviewing disputes objectively, fairly and efficiently.

You may contact Our internal dispute resolution team by phone, fax or post (as below), or email at:

Internal Dispute Resolution Service

Postal Address: Chubb Insurance Australia Limited GPO Box 4065 Sydney NSW 2001

Phone: +61 2 9335 3200

Fax: +61 2 9335 3411

Email: DisputeResolution.AU@chubb.com

Please provide Us with Your claim or Policy number (if applicable) and as much information as You can about the reason for Your dispute.

We will keep you informed of the progress of our review of your dispute at least every ten (10) business days and will respond to your dispute in writing within fifteen (15) business days, provided we have all necessary information and have completed any investigation required. In cases where further information or investigation is required, we will work with you to agree reasonable alternative time frames. If we cannot agree, you may refer your dispute to the Australian Financial Complaints Authority (AFCA) as detailed under Stage 3 below, subject to its Rules. If your complaint or dispute falls outside the AFCA Rules, you can seek independent legal advice or access any other external dispute resolution options that may be available to you.

15.3 Stage 3 – External Dispute Resolution

If You are dissatisfied with Our internal dispute determination, or We are unable to resolve Your complaint or dispute to Your satisfaction within forty-five (45) days, You may refer Your complaint or dispute to AFCA, subject to its Rules.

AFCA is an independent external dispute resolution scheme approved by the Australian Securities and Investments Commission. We are a member of this scheme and We agree to be bound by its determinations about a dispute. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

You may contact AFCA at any time at:

Australian Financial Complaints Authority

Postal Address: GPO Box 3 Melbourne VIC 3001

Phone: 1800 931 678 (free call)

Fax: +61 3 9613 6399

Email: info@afca.org.au

Web: www.afca.org.au

Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

16. UPDATING OUR PDS

We may update the information contained in Our PDS when necessary. A paper copy of any updated information is available to You at no cost by calling or emailing Us or You can access a copy via Our website at www.idsafe.com.au.

We will issue You with a new PDS or a supplementary PDS where the update is to rectify a misleading or deceptive statement or when an omission is materially adverse from the point of view of a reasonable person deciding whether to buy this product.

17. CONTACT US

Chubb Insurance Australia Limited

ABN: 23 001 642 020

AFS Licence Number: 239687

Head Office: Grosvenor Place, Level 38, 225 George Street, Sydney NSW 2000

Phone: +61 2 9335 3200

Fax: +61 2 9335 3411

Web: www.chubb.com/au