Support
Terms of Business Agreement
Financial Services Guide
Privacy Policy
Customer Support
We are committed to taking extra care with customers who experience vulnerability. A person’s vulnerability may be due to a range of factors (which can change over time or in response to events) such as age, disability, mental and physical health, language and literacy barriers, cultural backgrounds and remote locations. We encourage our customers to tell us about their vulnerability so that we can work with them to arrange support.
Customers of policies placed via our arrangements with Lloyds who are experiencing financial hardship or impacted by family domestic violence, may be able to seek additional support from us. Please see the attached for when this support is available and how to access.
Family and Domestic Violence Policy
Complaints
If you are dissatisfied with a product or service, please contact us and we will aim to acknowledge your complaint within 1 business day of receiving it and do our best to resolve it quickly and fairly.
You can contact Visions Complaints Officer via email on complaints@visins.com.au, phone on (08) 9322 4836 or in writing at PO Box Z5503, St Georges Tce, WA 6831. We have a Complaints Guide which provides further information about how to access and what to expect from our complaints handling process including timeframes for our responses for domestic and Lloyds business.
We are also a member of the Australian Financial Complaints Authority (AFCA), an external disputes resolution scheme who provides independent financial services complaints resolution services which is free to consumers. If your complaint cannot be resolved to your satisfaction by us within 30 days you have the right to refer the matter to the AFCA, who can be contacted at GPO Box 3, Melbourne VIC 3001, phone 1800 931 678 or via email info@afca.org.au. AFCA’s website is www.afca.org.au for further information.