How to claim Most people will find it more convenient to lodge claims once they have returned home. Routine medical claims of a minor nature should be settled and claimed on your return. If you have a claim, please contact: Chartis Claims GPO Box 4363 Melbourne VIC 3002 Freecall: 1800 102 994 Fax: 03 9522 4974 Email: austclaims@chartisinsurance.com Claim online  Download a claim form (66 KB) Claims need to be supported by your original policy certificate, original supporting reports and documentation such as police reports, doctor's reports, transport provider’s reports, receipts, valuations or proof of ownership and sent to the address shown above. An excess will apply in the event of claims under some policy sections. The Code of Practice Chartis is a signatory to the General Insurance Code of Practice. This aims to raise the standards of practice and service in the insurance industry, and it includes the following: When You lodge a claim We will tell You in plain language what information We need and how You should go about making a claim We will respond promptly to any request You make for assistance with a claim and it will be considered and assessed promptly To obtain a copy of the General Insurance Code of Practice go to www.codeofpractice.com.au If you have a complaint Chartis is committed to handling any complaints about the products or services efficiently and fairly. If you have a complaint: 1. Contact Defence Health and they may raise it with Chartis. Or contact Chartis directly on its dedicated complaint line - 1800 339 699 . 2. If your complaint is not satisfactorily resolved, then you may request that your matter be reviewed by management. Write to: The Compliance Manager Chartis Level 12, 717 Bourke Street Docklands VIC 3008 3. If you are still unhappy, you may request that the matter be reviewed by Chartis’ Internal Dispute Resolution Committee (Committee). They will respond to you with the Committee’s findings within 15 working days. 4. If you are not satisfied with the finding of the Committee, you may take your matter to an independent dispute resolution body, Financial Ombudsman Service (FOS). This external dispute resolution body can make decisions with which Chartis is obliged to comply. Contact details for FOS are: Financial Ombudsman Service Phone: 1300 780 808 (local call fee applies) Fax: 03 9613 6399 Email: info@fos.org.au Internet: www.fos.org.au Post: GPO Box 3, Melbourne VIC 3001 JM 08/01686.3 How to claim Most people will find it more convenient to lodge claims once they have returned home. Routine medical claims of a minor nature should be settled and claimed on your return. If you have a claim, please contact: Chartis Claims GPO Box 4363 Melbourne VIC 3002 Freecall: 1800 102 994 Fax: 03 9522 4974 Email: austclaims@chartisinsurance.com Claim online  Download a claim form (66 KB) Claims need to be supported by your original policy certificate, original supporting reports and documentation such as police reports, doctor's reports, transport provider’s reports, receipts, valuations or proof of ownership and sent to the address shown above. An excess will apply in the event of claims under some policy sections. The Code of Practice Chartis is a signatory to the General Insurance Code of Practice. This aims to raise the standards of practice and service in the insurance industry, and it includes the following: When You lodge a claim We will tell You in plain language what information We need and how You should go about making a claim We will respond promptly to any request You make for assistance with a claim and it will be considered and assessed promptly To obtain a copy of the General Insurance Code of Practice go to www.codeofpractice.com.au If you have a complaint Chartis is committed to handling any complaints about the products or services efficiently and fairly. If you have a complaint: 1. Contact Defence Health and they may raise it with Chartis. Or contact Chartis directly on its dedicated complaint line - 1800 339 699 . 2. If your complaint is not satisfactorily resolved, then you may request that your matter be reviewed by management. Write to: The Compliance Manager Chartis Level 12, 717 Bourke Street Docklands VIC 3008 3. If you are still unhappy, you may request that the matter be reviewed by Chartis’ Internal Dispute Resolution Committee (Committee). They will respond to you with the Committee’s findings within 15 working days. 4. If you are not satisfied with the finding of the Committee, you may take your matter to an independent dispute resolution body, Financial Ombudsman Service (FOS). This external dispute resolution body can make decisions with which Chartis is obliged to comply. Contact details for FOS are: Financial Ombudsman Service Phone: 1300 780 808 (local call fee applies) Fax: 03 9613 6399 Email: info@fos.org.au Internet: www.fos.org.au Post: GPO Box 3, Melbourne VIC 3001 JM 08/01686.3