Complaints Handling & Dispute Resolution

IF are committed to raising standards of service to our customers.

The following standards apply to all complaints handling.

  1. We will conduct complaints handling in a fair, transparent and timely manner.

  2. We will make available information about our complaints handling procedures.

We will only ask for and take into account relevant information when deciding on your complaint.

  1. You will have access to information about you that we have relied on in assessing your complaint and an opportunity to correct any mistakes or inaccuracies. In special circumstances or where a claim is being or has been investigated, we may decline to release information but we will not do so unreasonably. In these circumstances, we will give you reasons. We will provide our reasons in writing upon request.

  2. Where an error or mistake in handling your complaint is identified, we will immediately initiate action to correct it.

The satisfaction of our clients is extremely important. As such, we would like you to tell us if any of our products or services has not met your expectations in any way.

If you have a complaint which you wish us to review, you can get in touch with us by mail, fax, phone or email. Remember to include your name, policy number and some details relating to your complaint.

When you first let Insurance Facilitators know about your complaint or concern, the person trying to resolve your complaint will listen to you, consider the facts and attempt to resolve your complaint immediately.

If your complaint is still not resolved to your satisfaction then you may refer your matter further by writing to Our Internal Dispute Resolution Committee as follows:

Internal Dispute Resolution Committee
HDI Global Specialty SE – Australia
Tower One, Level 33, 100 Barangaroo Avenue, 
Sydney, NSW, 2000, Australia

Your dispute will be acknowledged in writing within 5 business days of receipt, and you will be kept informed of the progress of our review of your dispute at least every 10 business days. The length of time required to resolve a particular dispute will depend on the individual issues raised, however in most cases you will receive a full written response to your dispute within 15 business days of receipt, provided we have received all necessary information and have completed any investigation required.

If you are not happy with Our response, or we have taken more than 15 working days to respond, you may take your complaint to the  Australian Financial Complaints Authority (“AFCA”), an ASIC approved external dispute resolution body. 

AFCA resolves certain insurance disputes between consumers and insurers and will provide an independent review at no cost to you. We are bound by the determination of AFCA but the determination is not binding on you.

You can contact AFCA at:

Australian Financial Complaints Authority



Phone: 1800 931 678

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


We are a member of the Insurance Council of NZ and adhere to the Fair Insurance Code, which provides you with assurance that the we have high standards of service to our customers. More details about the Code can be found here


If you have a claim, please download and complete the following form:

Forestry Claim Notification Form.

Please fill in the required information and send to your local broker. 

If you need help completing the form please contact your local broker or email us

Complaints Handling and Dispute Resolution

Claims Fraud

Our Loss Adjustors

The Group’s involvement in agriculture extends back to 1977 and since then, has included a broad range of Insurance Schemes covering broadacre, horticulture, viticulture, silviculture, floriculture, aquaculture and livestock and has also been actively involved in many of the major agricultural Products and Public Liability claims in Australia over the last decade, involving crops, equipment, chemicals, fertilisers, agronomy and farming systems.

In terms of crop insurance, Agri Business Consulting Group follow established methods of loss measurement involving the grower at all stages to ensure that the claim process is totally transparent. Their prime objective is to achieve fair, reasonable and equitable outcomes for both Insurers and Growers.

Visit the Agri Business Consulting Group website

We utilise the services of Agri Business Consulting Group They are an independent provider of specialist loss adjustment, loss/risk management and consulting services. The Group’s operations cover both domestic and international projects, working in conjunction with Insurers, Industry Organisations, Corporate Enterprises, Governments and International Agencies.

ARC Group provides specialist loss adjustment/assessment, claims management and risk management consultancy for all agricultural based industries.  The group works with both State and Federal Governments, Industry Bodies, Universities as well as insurers, corporations and private farmers.

The ARC Natural Risk team are highly experienced in both agriculture and in handling agricultural insurance claims. We understand the factors that are important to the Individual Grower, Investor, Management Company, Insurer and Broker alike. This insight enables anticipation and resolution of potential issues before they become major concerns.

The proven protocols in place, a consistent approach and an accurate time efficient determination of loss according to the Insurers policy guidelines facilitates an optimal outcome for all parties involved. Early identification and implementation of an effective claim handling strategy ensures that even complex claims are dealt with in the most time efficient manner possible.

The ARC Natural Risk claim management process is simple and transparent by having all parties involved from the very outset of the claim to finalisation giving each party ownership and input into the matter in order to initiate a speedy outcome.

The ARC Natural Risk teams are located throughout Australia, for further details visit our web site at 

ARC Natural Risk is a member of ARC Group. The ARC Natural Riskteam have been involved in the assessment of agricultural claims since 1985.  The group undertakes extensive work throughout all areas of Australia and New Zealand.  The group has also undertaken work in North America and Asia.

ARC Group provides specialist loss adjustment/assessment, claims management and risk management consultancy for all agricultural based industries.  The group works with both State and Federal Governments, Industry Bodies, Universities as well as insurers, corporations and private farmers.


We are please to announce from 1 June 2020 HDI Global Specialty SE – Australia is our Insurer for our business in New Zealand


For more than 15 years Hannover Re have been a major reinsurer of Insurance Facilitators business, and from 1 June 2016 International Insurance Company of Hannover SE “Inter Hannover” through its Australian Branch became our insurer for all our agricultural products in Australia.

On the 1st January 2019 Inter Hannover re-branded as HDI Global Specialty SE following a joint venture between Hannover Re and HDI Global, underwriting more than €1 billion in premium volume at the start of year (2019)

HDI Global Specialty SE - Australia information and relevant details

Full name                            HDI Global Specialty SE – Australia

Rating                                 A+ (“Strong”) from S&P

                                            A (“Excellent”) from A.M.  Best


ABN                                     58 129 395 544

APRA                                   Authorised

AFS Licence                        458776

Registered Office                Tower 1, Level 33, 100 Barangaroo Avenue, Sydney, NSW, 2000

For further information about HDI Global Specialty - SE, please click here

For further information about Hannover Re, please click here

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