We strive to do things the right way and keep our members happy. If you have a complaint about our products or services, our objective is to resolve it in a fair, transparent and timely manner.
If you have a complaint that relates to our products, services, or the conduct of our representatives such as our employees, partners, loss assessors, investigators or collection agents, please contact us on 1300 00 CLUB (2582).

When we receive your complaint, we will:

  • acknowledge that we have received your complaint
  • log your complaint, and provide you with a complaint reference number if relevant 
  • keep you informed of the progress of your complaint
  • provide you with the name and contact information of the person or team handling your complaint
  • work with you to resolve the complaint as soon as we possibly can

Where your complaint is about a declined claim, the value of a claim or about financial hardship, we will respond to your complaint in writing within 30 calendar days of receiving it. We will also respond in writing if:

  • we haven’t resolved your complaint to your satisfaction by the end of the fifth business day after we received your complaint; and/or
  • you have requested a response in writing

Our priority is to resolve your complaint as quickly and fairly as possible. It will be handled by a Club Marine team member with the appropriate authority, knowledge and experience to address the concerns you have raised.

We will keep you informed of the progress of your complaint at least every 10 business days (unless you agree on an alternative time frame).

To assist us in resolving your complaint, we may ask for, and rely on, information that is relevant to our decision. If you ask us for this information, we will provide this to you within 10 business days.

Our aim is to provide you with a resolution to your complaint as soon as possible. If we are not able to make a decision or resolve your complaint within 30 calendar days, then before this deadline passes we will let you know the reasons for the delay and about your right to take your complaint to AFCA. Further information, and AFCA’s contact details are provided below.

We are part of an independent external dispute resolution scheme administered by the Australian Financial Complaints Authority (AFCA). This scheme is for customers and third parties, as allowed under its rules. Its final determinations are binding upon us.

For boat insurance matters, you can take your complaint to AFCA at any time, including if you are unhappy with the complaint resolution, or if we do not resolve your complaint within 30 calendar days after we first received it. This applies even if we are still considering your complaint or dispute.

AFCA will not consider a complaint or dispute unless it is lodged before the earlier of the following time limits:

  • within 2 years of the date of our final dispute response; and
  • within 6 years of the date when you first became aware (or should reasonably have become aware) that you suffered the loss.

However, AFCA may still consider a complaint or dispute lodged after either of these time limits if it considers that exceptional circumstances apply. Refer to the AFCA website for more details.

AFCA’s contact details are:

The Australian Financial Complaints Authority
GPO Box 3 Melbourne VIC 3001
Phone: 1800 931 678
Website: Australian Financial Complaints Authority

We only ask for and take into account relevant information when deciding on your complaint or dispute. You can seek access to information about you that we have relied upon in assessing your complaint or dispute and correct any mistakes or inaccuracies.

In special circumstances, we may decline to release this information, for example, if it is protected from disclosure by law, including by privacy legislation, where a claim is being or has been investigated, where the release would prejudice us in relation to your dispute about your insurance cover or your claim or in relation to your complaint or dispute (subject to limited exceptions). However, we will not do so unreasonably and we will give you reasons and provide them in writing on request. Where an error or mistake in handling your complaint or dispute is identified, we will immediately initiate action to correct it.

Our privacy policy also applies to the way we handle your personal information, this is available at or by contacting us on 1300 00 CLUB (2582).

If you believe we have not met our privacy obligations, you may lodge a complaint by contacting us. If we do not respond to your complaint within 30 days or if you are not happy with our response, then you have the right to take the matter to the Office of the Australian Information Commissioner. The contact details are as follows:

Office of the Australian Information Commissioner
GPO Box 5218 Sydney NSW 2001
Phone: 1300 363 992

Give us a call on 1300 00 CLUB (2582)
Any discounts offered are applied to our standard rates. Promotional or other discounts may apply from time to time. Minimum premiums may apply. Any discounts/entitlements only apply to the extent any minimum premium is not reached. If you are eligible for more than one, we also apply each of them in a predetermined order to the premium (excluding taxes and government charges) as reduced by any prior applied discounts/entitlements.

Any advice here does not take into account your individual objectives, financial situation or needs. Terms, conditions, limits and exclusions apply. Before making a decision about this insurance, consider the Product Disclosure Statement (PDS)/Policy Wording and Supplementary PDS (if applicable). Where applicable, the PDS/Policy Wording, Supplementary PDS and Target Market Determination (TMD) for this insurance are available on this website. We do not provide any form of advice if you call us to enquire about or purchase a product.

Club Marine Limited (ABN 12 007 588 347), AFSL 236916 (Club Marine) issues this insurance and handles and settles claims as agent for the insurer Allianz Australia Insurance Limited (ABN 15 000 122 850) AFSL 234708 (Allianz). Club Marine is a related body corporate of Allianz. Copyright © 2024 Allianz Australia Limited