CLIENT SUPPORT CENTRE

COMPLIMENTS

We welcome feedback regarding positive client experiences and exceptional service provided by our team.

Email:
Rochelle.Kettles@khipartners.com.au

Phone:
0418 634 141

CONCERNS & COMPLAINTS

If you are dissatisfied with any aspect of our service, we encourage you to contact us so we can work with you to resolve the matter fairly and promptly.

Email:
Rochelle.Kettles@khipartners.com.au

Phone:
0418 634 141

Please provide:

• Your name and contact details
• Description of your complaint
• Relevant policy or claim information
• Supporting documentation if available

INTERNAL DISPUTE RESOLUTION PROCESS

KHI Insurance Services takes all complaints seriously and is committed to resolving complaints fairly, efficiently and promptly.

• We will acknowledge your complaint within one business day, or as soon as reasonably practicable.
• We will investigate your complaint thoroughly and fairly.
• We will provide progress updates at least every 10 business days while your complaint remains under review.
• We will provide a written final response within 30 calendar days of receiving your complaint.

If we are unable to provide a final response within 30 calendar days, we will write to you explaining:

• The reasons for the delay;
• The progress of our review;
• Your right to refer your complaint to the Australian Financial Complaints Authority (AFCA); and
• How to contact AFCA.

NEED AN UPDATE?

You may contact us at any time regarding the status of your complaint.

EXTERNAL DISPUTE RESOLUTION – AFCA

If you are not satisfied with our final response, or if we have not provided a final response within the required timeframe, you may refer your complaint to the Australian Financial Complaints Authority (AFCA).

Website:
https://www.afca.org.au

Email:
info@afca.org.au

Phone:
1800 931 678

Mail:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

SUPPORTING OUR CLIENTS

KHI Insurance Services recognises that some clients may require additional support when dealing with insurance matters.

We are committed to providing reasonable assistance and support wherever possible.

If you require assistance, please contact us:

Email:
Rochelle.Kettles@khipartners.com.au

Phone:
0418 634 141

INTERPRETER & TRANSLATION SERVICES

Clients requiring language assistance can access the Australian Government Translating and Interpreting Service (TIS National).

Phone:
131 450

Website:
https://www.tisnational.gov.au

NATIONAL RELAY SERVICE

Clients who are deaf, hard of hearing or have a speech impairment can access support through the National Relay Service.

The National Relay Service provides a range of contact options including internet relay, captioned relay, SMS relay and teletypewriter services.

For current call numbers and access options please visit:
https://www.accesshub.gov.au

FINANCIAL HARDSHIP ASSISTANCE

If financial hardship is affecting your insurance arrangements, please contact us as soon as possible.

We can assist you in discussing available options with your insurer.

National Debt Helpline

Phone:
1800 007 007

Website:
https://www.ndh.org.au

FAMILY & DOMESTIC VIOLENCE SUPPORT

We recognise that family and domestic violence can affect a person’s ability to manage their insurance affairs.

If you require assistance, please contact us confidentially.

1800RESPECT

Phone:
1800 737 732

Website:
https://www.1800respect.org.au

MENTAL HEALTH SUPPORT

If you are experiencing mental health challenges and require assistance managing your insurance matters, please let us know.

Lifeline

Phone:
13 11 14

Website:
https://www.lifeline.org.au

INSURANCE BROKERS CODE OF PRACTICE

KHI Insurance Services is a subscriber to the Insurance Brokers Code of Practice.

The Code sets out the standards of service clients can expect from subscribing insurance brokers and forms an important part of the consumer protection framework for insurance broking services.

The Code outlines standards relating to:

• Professional conduct
• Client communications
• Claims assistance
• Complaint handling
• Supporting vulnerable clients
• Transparency and disclosure

We are committed to meeting the standards set out in the Code and continually improving the services we provide to our clients.

For more information and to access the current Insurance Brokers Code of Practice please visit:
https://insurancebrokerscode.com.au

JOIN US AS AN AUTHORISED REPRESENTATIVE

BUILD YOUR INSURANCE BUSINESS WITH KHI

Whether you currently manage an existing portfolio, operate your own brokerage, work as an insurance broker, account executive or account manager, or are considering establishing your own brokerage, KHI Insurance Services may be able to provide a pathway for you to operate under our Authorised Representative framework.

We understand that every insurance professional’s circumstances are different. Some join with an established client portfolio, while others bring industry experience and are seeking the support, compliance structure, insurer access and operational framework needed to establish and grow their own brokerage.

Our Authorised Representative model allows experienced insurance professionals to build and develop their business while benefiting from the support, systems, compliance framework and industry relationships available through KHI Insurance Services.

WHO WE ARE LOOKING FOR

We welcome confidential discussions with experienced insurance professionals including:

• Brokerage owners
• Insurance brokers
• Senior insurance brokers
• Account executives
• Account managers
• Existing authorised representatives
• Experienced insurance professionals seeking to establish their own brokerage

BENEFITS OF PARTNERING WITH KHI

Professional Support

• AFSL compliance support
• Regulatory guidance
• Compliance frameworks and documentation
• Ongoing industry updates

Market Access

• Access to insurer relationships
• Access to steadfast facilities and resources
• Broad product availability
• Claims advocacy support

Business Growth

• Strategic support
• Systems and operational processes
• Business development opportunities
• Mentoring and guidance

Independence

• Maintain your own client relationships
• Build your own portfolio
• Operate your own business
• Flexible operating arrangements

ARRANGE A CONFIDENTIAL DISCUSSION