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Complaints & Disputes

At Osman Insurance Brokers, resolving complaints fairly, openly and promptly is a priority for us. We maintain a comprehensive internal process for handling complaints and disputes.

If you have a complaint or dispute regarding our services, please get in touch using the contact details below. We'll work to address and resolve your concern as quickly as possible.

How to Make a Complaint

We're committed to providing you with quality service. If something hasn't met your expectations, we want to know so we can put it right.

Talk to us first Contact your broker directly, or reach our team at:

If you're not satisfied If your concern isn't resolved to your satisfaction, you can lodge a formal complaint with us. Please provide as much detail as possible, including any relevant documents.

We will acknowledge your complaint promptly, investigate it fairly and objectively, aim to resolve it within 30 calendar days and keep you informed of progress. Please note there is no cost to you for lodging a complaint with us.

External Dispute Resolution (AFCA)

If you're not satisfied with our response, or we haven't resolved your complaint within 30 calendar days, you have the right to take your complaint to the Australian Financial Complaints Authority (AFCA).

AFCA provides a free and independent dispute resolution service for consumers and small businesses.

Australian Financial Complaints Authority (AFCA)

There is no cost to you to use AFCA's services.

Insurance Brokers Code of Practice

Osman Insurance Brokers is a subscriber to the Insurance Brokers Code of Practice, administered by the Insurance Brokers Code Compliance Committee (IBCCC).

The Code sets standards of good industry practice for insurance brokers in their dealings with clients, and gives you certain protections, including:

  • Clear, honest and fair dealing

  • Timely and effective claims handling support

  • Accessible complaints and dispute resolution processes

  • Extra care and support if you're experiencing vulnerability or financial hardship

You can read the full Code and find out more at insurancebrokerscode.com.au.

Support for Clients Experiencing Vulnerability or Financial Hardship

We understand that some clients may be dealing with circumstances that make engaging with insurance more difficult — such as financial hardship, illness, disability, family violence, or bereavement.

If this applies to you, please let us know. We can:

  • Adjust how and when we communicate with you

  • Involve a support person, family member, or authorised representative if you wish

  • Connect you with additional support services where relevant

  • Work with your insurer on flexible options where available (e.g. payment arrangements)

For more information, see the IBCCC's Guidance Note: Supporting Vulnerable Clients.

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