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Our Commitment to the General Insurance Code of Practice

Budget Direct and Auto and General Insurance Company Limited are committed to the General Insurance Code of Practice (the Code). The Code is a self-regulatory code to promote good relations between insurers and consumers, as well as describe standards of good practice and service. The code also stipulates that we need to have formal complaint and dispute resolution procedures in place.

We always strive to give you the best possible service. However, if you have a complaint you should, in the first instance, contact the appropriate department manager.

The following information will help you understand our Dispute Resolution Process.

Complaints

If you’re dissatisfied with an outcome and let us know, we will try to resolve the issue. All Budget Direct staff are committed to delivering first-class service and customer satisfaction. If your complaint can’t be resolved in the first instance, we’ll escalate it to the relevant department Team Leader or Manager for consideration.

We’ll respond to your complaint within 15 (fifteen) business days, providing all information is to hand. If you’re not happy with our decision, we’ll give you the details of our Internal Dispute Resolution (IDR) process.

Disputes

Dispute Resolution Department

As part of our commitment to the code, we have a Dispute Resolution Department that will impartially review any decision you disagree with.

The Process

The Dispute Resolution Officer assigned to your dispute will review all the documentation relating to your dispute. If they need more information to make a decision, they will request it. Once they receive the relevant information, they will decide whether to maintain or change their decision.

IDR Service standards

We’re committed to making a decision promptly. If the Dispute Resolution Officer doesn’t ask for more information, they will give you a final decision within 15 (fifteen) business days. They will also tell you how you can access our external dispute resolution scheme, the Financial Ombudsman Service (FOS) should you remain dissatisfied with the final decision.

If the Dispute Resolution Officer needs more information to assess your dispute, they will let you know how long they think it will take to finalise their decision and discuss new timeframes with you. Once they receive the required information, they will make a final decision.

If we can’t resolve your complaint to your satisfaction within 45 days (including both the complaint and internal dispute resolution process), we’ll let you know the reasons for the delay and that you can take your complaint or dispute to our External Dispute Resolution scheme, even if we’re still considering it. We’ll let you know you have this right, as well as the details or our External Dispute Resolution scheme (FOS), before the end of the 45-day period.

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