INSURANCE FAQs

Why would I need to use a broker?

A good insurance broker will help you understand what your insurance requirements are and will then approach underwriters on your behalf. They should know who is able to offer the best price and terms on a certain type of policy because they know what is on offer in the marketplace.

What happens if I need to make a claim?

If you have organised your insurance through a broker, it is the claims department within that broking firm that you need to contact.

Call or email through the details of the incident which led to the claim. At this point, the claims officer takes over and lodges the claim with the appropriate underwriter. It is the claims officer who will then notify you when the claim is ready to be paid out to you.

If it's that easy......why shouldn't I just deal directly with the underwriter myself?

Apart from a broker having the necessary expertise to organise the correct coverage or type of insurance for your specific needs in the first place, a broker has more clout when dealing with the underwriter. They understand what answers the underwriters require in order to fill the claim.

There are so many policies associated with my business......how do I know what type of insurance policy will serve me best?

This is exactly why it is becoming increasingly common for people to use a broker for their insurance needs. To become a broker, years of learning and qualifications are necessary, therefore brokers understand all the products, combinations, fine print and who is the best underwriter for that particular circumstance.

What Financial Services are we authorised to provide to you...what kind of products do those services relate to?

We are a licensed insurance broker able to provide you with financial product advice, and to deal, in relation to General Insurance products. Our Australian Financial Services License number is 236499.

About our remuneration

We may be paid commission by Insurers for arranging and altering or varying the policy, which is based on a percentage of the premium less stamp duty, fire services levy, GST and any other Government charges and imposts. The rate of commission varies depending on the Insurer and the policy and may range from 0% to 25%. The commission is included in the premium charged and covers the expenses we incur in running our business as well as a profit component. We retain the commission from the premium you pay us and remit the balance to the Insurer.

We may charge you a Broker Fee or Administration Fee rather than commission for arranging your policy/s. We may charge you a combination of a Broker Fee or Administration Fee and commission for arranging a policy. The Broker Fee may be a flat agreed fee or a fee based upon the time or other factors we spend advising &/or servicing you.

Our employees and representatives receive an annual remuneration that can include a bonus based on them meeting certain business performance criteria, such as internal service standards, volume of business and may share in the commission and fees earned by the Company.

In some cases another party may introduce you to us, in return for which we may share with them our commission or fees, or pay them an agreed referral fee. The commission we share on the premium may range from 2.5% to 30%, depending on our relationship and role with the introducer.

In the event of a refund for the cancellation or adjustment of a policy, we reserve the right to retain our remuneration.

Do we have any relationships or associations which might influence the provision of our financial service?

We do not have any associations or relationships that are capable of influencing our advice to You, other than those from which we may receive remuneration or benefits already declared to you and / or where coverage terms are advantageous to you.

How can you provide us with instructions?

You may give us instructions by telephone, email, fax or other means, which we agree with you.

If you have any complaints

Contact us and tell us about your complaint. We have our own internal disputes resolution procedures in place. Any complaint can be expressed, in the first instance, to the EAGLE Representative servicing your Account or alternatively, taken direct to the EAGLE Complaints Manager in writing marked PRIVATE & CONFIDENTIAL to the Compliance Manager PO BOX 2176, Byron Bay NSW 2418 or by email This e-mail address is being protected from spambots. You need JavaScript enabled to view it or telephone 1800 132 453. We will need you to provide us with comprehensive details to enable us to investigate your complaint further.