Snap Insurance Group, as a member of Oracle Group subscribe to the Insurance Brokers Code of Practice and are a member of the Australian Financial Complaints Authority (AFCA). As part of the Code obligations, we are committed to the fair, transparent and timely resolution of disputes.

If you have any complaints about the services provided to you please contact our Complaints Officer on (03) 8373 5473 or put your complaint in writing to contact Oracle Group (Australia) Pty Ltd at PO Box 1859 Osbourne Park DC WA 6916, or email to info@oraclegroup.com.au

We will try to resolve your complaint quickly and fairly. The Complaints Officer will acknowledge your complaint in writing and endeavour to resolve the matter within 20 working days of receipt.

If you remain dissatisfied, you have the right to refer your complaint to the Insurance Broking Division of the Australian Financial Complaints Authority (AFCA) for further consideration and/or adjudication. All of our AFS licensed entities are members of this independent facility. Your complaint will be referred to a AFCA Case Manager who will conciliate with a view to seeking a solution acceptable to both parties.

If either you or ourselves reject the AFCA Case Manager’s findings and your complaint remains unresolved, it will be referred to the AFCA’s Referee who will make a final determination on the resolution of your complaint. The decision of the Referee is binding on us (but not on you).

Further information about AFCA is available from all of our offices.

You can contact AFCA on 1800 931 678
or via email at info@afca.org.au

Their address is GPO Box 3, Melbourne VIC 3001.