Policies and important notices

Following AEI Insurance Broking Group’s acquisition of AB Phillips in July 2025, AB Phillips now operates as part of the broader AEI Insurance Broking Group. This change does not alter AB Phillips’

ABN, AFSL arrangements, service standards, key contacts, existing client service arrangements, trading arrangements, authorities, payment processes or banking details. AB Phillips continues to

provide insurance broking services in accordance with its existing regulatory, contractual and service obligations.

Disclaimer

The information in this website is intended for Australian Residents only.

All the material published electronically on this site is for information purposes only.  AB Phillips Pty Ltd does not guarantee that this information is complete, correct, or current.

AB Phillips Pty Ltd does not accept any responsibility for loss or damage suffered by any person or body relying directly or indirectly on any information contained within this site. The information on this website is general in nature and may not be relevant to your individual circumstances.  You should refrain from doing anything in reliance on this information without first obtaining suitable professional advice. 

You should obtain and consider our Financial Services Guide (FSG), relevant Product Disclosure Statement (PDS) and Statement of Advice (SOA) before making any decision to acquire a product.

Complaints

We are committed to providing outstanding services to our valued clients.

If you are dissatisfied with our services, please contact your insurance broker in the first instance.

Alternatively, please contact AEI Insurance Group Pty Ltd using one of the following methods:

Our Complaints Process

We will acknowledge your complaint promptly and assist in resolving your complaint with us in an open and fair manner.  

We aim to investigate and resolve your complaint and provide you with a written decision within 30 calendar days of the date we receive your complaint.

We subscribe to the Insurance Brokers Code of Practice and are a member of the Australian Financial Complaints Authority (AFCA). We will handle your complaint in accordance with the Code and AFCA requirements where applicable.

If your complaint is not resolved within 30 days of being lodged with us or you are not satisfied with the outcome of your complaint, you may refer the matter to AFCA for an independent review, subject to AFCA’s rules and jurisdiction.

The contact details for AFCA are:

• Online: www.afca.org.au  

• Email: info@afca.org.au  

• Phone: 1800 931 678

• Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC

AFCA is an independent external dispute resolution (EDR) scheme that deals with complaints from consumers in the financial system.

Additional Support

We understand that clients may sometimes need additional support, such as translation services or assistance for speech impairments. If you require extra help, please click here to access a detailed list of free external professional support services available to you.

Additional Client Support

We recognise that at different stages of life, our clients may encounter situations that increase their risk of experiencing loss, harm, or disadvantage. During these times, they may benefit from additional support and care. Vulnerability can be short-term or ongoing, and it can affect anyone, at any time, due to a wide range of personal or external factors including but not limited to:

·        age;

·        disability;

·        financial distress;

·        mental health conditions;

·        physical health conditions;        

·        family violence;

·        language barriers;        

·        literacy barriers;

·        cultural background;

·        Aboriginal or Torres Strait Islander status; or      

·        remote location.

AB Phillips Pty Ltd are committed to supporting clients experiencing vulnerability by ensuring they receive the service needed. We’ll work with our clients or their representative to find the best way to help.

We understand discussing personal circumstances can be difficult. Our clients be treated with empathy, and personal information will be handled in line with our Privacy Policy.

Should you or someone you are representing require additional support, we may refer you to the following:

Translating and Interpreting Services

Where practicable, we will provide access to an interpreter if you ask us to, or if we need an interpreter to communicate effectively with you. We will record if an interpreter is used or if there are reasons we are unable to arrange one.

We have engaged TIS National (Translating and Interpreting Service) to assist our clients or third parties that require additional assistance with language.

To find out more, click on the following link https://www.tisnational.gov.au/ or call 1800 131 450 and ask for assistance in your preferred language.

National Relay Service

Where a customer or third party requires contact to be via the National Relay Service (NRS), the following contact details are provided to assist you in contacting us:

·        For Voice relay users: call 1300 555 727

·        For TTY relay users:    call 133 677

·        For SMS relay users:   SMS 0432 677 767

Financial advice/counselling

For free, confidential and independent financial advice, clients can contact Financial Counselling Australia. Contact can be made by visiting their website http://www.financialcounsellingaustralia.org.au  or through contacting the national financial counselling hotline on 1800 007 007.

Additional support

Where a customer or third party requires additional support from someone else (for example a lawyer, consumer representative, interpreter or friend), then we will recognise this and allow for it in all reasonable ways and recognise their authority to act as a support person.

Supporting Agents

The below table outlines the contact details for various supporting agencies and the types of services they provide. Always call 000 if you or your family members are in immediate danger.