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DISPUTE RESOLUTION INFORMATION FOR REPAIRERS
Our Commitment to the
Motor Vehicle Insurance and Repair Industry Code of Conduct
Auto and General Insurance Company Limited and A&G Insurance Services are committed to the Motor Vehicle Insurance and Repair Industry Code of Conduct(the Code).

The code is intended to promote transparent, informed, effective and co-operative relationships between smash repairers and insurance companies based on mutual respect and open communication. Included in the code is a requirement for us to have formal complaint and dispute resolution procedures.

Repair Disputes

For disputes arising prior to the commencement or completion of repairs, the following dispute resolution process applies:

  • Initial notification of any dispute should be raised with your local Insurance Assessment Centre Manager or, for Repairers in those areas where no Insurance Assessment Centre operates, the Assessing Manager responsible for your state.
  • Full details of the dispute and the appropriate supporting evidence should be supplied so that a thorough investigation can be carried out. A determination will be made within two (2) business days.
  • If the Repairer considers the outcome to be unsatisfactory, Auto & General acknowledges the Repairer’s right to refuse any further involvement in the vehicle repairs. In these instances Auto & General will transfer the vehicle to another Repairer.
  • Should the Repairer be unsatisfied with the Assessing Manager’s decision, a request can be made for the repair dispute to be escalated for further review via our Internal Dispute Resolution process.(Our Internal Dispute Resolution team can be contacted by fax(07) 3377 8821).
  • A final determination will be advised within 15 business days from initial date of notification.

Repairer Contract Disputes

For disputes arising after completion of repairs, and over contractual arrangements, the following dispute resolution process applies:

  • Initial notification of any complaint should be raised with your local Insurance Assessment Centre Manager or, for Repairers in those areas where no Insurance Assessment Centre operates, the Assessing Manager responsible for your state.
  • Full details of the complaint and the appropriate supporting evidence should be supplied so that a thorough investigation can be carried out. We will provide written acknowledgement of the dispute within five (5) business days.
  • If the Assessing Manager is unable to resolve the dispute to your satisfaction within the first 5 days of notification, the dispute will be escalated for review via our Internal Dispute Resolution process.
  • A final determination will be advised in writing within 15 business days from initial date of notification to IDR, provided that all required information has been supplied.
  • If the outcome is still considered to be unsatisfactory, you can access our external dispute resolution(EDR) scheme by lodging notice of your dispute with the Code Administration Commitee(CAC), or its nominee.
  • Should we be unable to resolve your complaint to your satisfaction within 45 days(including both the complaint and internal dispute resolution process) we will inform you of the reasons for the delay and that you may take the complaint or dispute to external dispute resolution scheme even if we are still considering it. We will inform you that you have this right and supply details of our external dispute resolution scheme before the end of the 45 days period.