From 1 August 2026
Important note
Our policy issuer and underwriting arrangements are changing for new and replacement policies from 1 August 2026.
About our service standards
Step 1: Reviewing, assessing and resolving your complaint
How we resolve your complaint
Step 2: Internal Dispute Resolution
If you are not satisfied with our response, you may request that your complaint be referred to our Internal Dispute Resolution (IDR) process.
If you are not satisfied with our initial response, you can ask for your complaint to be reviewed by our Internal Dispute Resolution (IDR) Committee, which is independent of the original complaint process.
The committee will acknowledge your request within 5 business days. If any additional information is required, the committee will contact you at that time.
The committee will review your complaint and provide a written response explaining its decision and any action Pip will take to resolve the matter.
The committee will provide its response within 30 calendar days of receiving your complaint. If this is not possible, we will discuss the delay with you and agree on an alternative response timeframe.
For policies commencing after 1 August 2026 (underwritten by Chubb / AIG / HDI Global Specialty SE)
You may write to our Internal Dispute Resolution Committee at:
Phone: 1300 171 535
Email: compliance.manager@bzi.com.au
Mail: PO Box R804, Royal Exchange NSW 1225
For policies issued before 1 August 2026 (underwritten by Certain Underwriters at Lloyd’s)
You may write to our Internal Dispute Resolution Committee at:
Phone: 02 8298 0783
Email: idraustralia@lloyds.com
Mail: Level 32, 225 George Street, Sydney NSW 2000